Utilita Energy Review (September 2026)
Overview
Utilita has strong app and Trustpilot ratings, but its low Citizens Advice score and limited tariff options mean it may not suit everyone.
Who are Utilita Energy?
Utilita Energy was founded in 2003 by Bill Bullen and is part of the Luxion Group. It has grown to become one of the UK's biggest independent domestic energy suppliers. The company specialises in smart Pay As You Go energy and was one of the first suppliers to install smart meters in Britain.
What sets Utilita apart is its focus on prepayment energy and smart technology. It offers a tariff with no standing charge for Pay As You Go customers, meaning households only pay for the energy they use. Customers can manage their accounts, track usage, and top up through the My Utilita app. It also runs high street Energy Hubs across the country where customers can get face-to-face help.
Products & services
- Pay As You Go energy
- smart prepayment tariffs with no daily standing charge
- Home solar and battery storage
- installations to help households generate their own power
Awards & recognition
- ✓Energy Supplier of the Year — Energy Awards 2025
- ✓Silver for Overall Customer Satisfaction — Uswitch 2025
- ✓Silver for Customer Service — Uswitch 2025
Use our referral link, and we'll both get £50 credit once your switch is complete.
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Prices
These are the tariffs we have pricing for — the supplier may offer others.
The cheapest tariff available from Utilita in our current data is £1,611 a year. This variable plan, called Smart Energy, operates without a fixed term and carries a £0 exit fee.
Our pricing data currently shows no fixed tariffs for this provider. Additionally, Utilita is not a signatory to the Energy Switch Guarantee.
Tariff details
This supplier's full tariff range
Utilita keeps its domestic energy range very simple, focusing on standard variable pricing for households alongside an export option for those who generate their own power.
Customer reviews
Utilita holds a Trustpilot rating of 4.3 out of 5, drawn from 112,483 reviews. Approximately 72% of these are five-star ratings, compared to 16% at one star. The company addresses 99% of negative feedback, typically responding within 24 hours.
Feedback indicates that users are generally satisfied with the support provided. Reviewers frequently note that representatives handle queries efficiently and help resolve account issues for anxious callers.
In the annual Which? energy survey, the supplier received an overall score of 68. It achieved 10 out of 10 in both the smart meters and 'help for those who need it' categories. Conversely, it scored 2 out of 5 for overall customer service, ease of contacting, and value for money.
App experience
The My Utilita app holds an App Store score of 4.4 out of 5 across 27,000 ratings. On the Google Play Store, it achieves 4.1 out of 5 from 61,566 ratings and records over a million installs.
Both versions of the app receive regular maintenance, including updates released within the last two weeks. Recent patch notes detail fixes for the Power Up feature and adjustments to the marketing consent section.
A recent sample of iOS feedback averages 4 stars, with users stating the software is functional for managing their energy accounts.
Service and support
Utilita receives a Citizens Advice score of 2.35 out of 5, placing it 15th among ranked suppliers. The data shows 164 complaints per 10,000 customers.
Call centre wait times average 1 minute, and the provider responds to 98.2% of emails within two days. Furthermore, the company maintains formal vulnerability commitments registered with Citizens Advice.
Accepted payment methods include Direct Debit, cash, cheque, and prepayment. Support lines operate from 8am to 8pm on weekdays, and between 8am and 5pm on weekends.
Complaints and performance
Figures for Q2 2026 show that Utilita Energy received 946 complaints for every 100,000 customers. The supplier resolved 66% of these complaints by the end of the next working day. It also resolved 93% of complaints within eight weeks.
Main reasons for complaints
Utilita Energy records the main causes of customer complaints. In Q2 2026, the most common issues were:
- Customer service was the biggest issue, making up 42% of all complaints.
- Payment issues caused 21% of complaints.
- Problems with smart prepayment meters and installation led to 12% of complaints.
- Smart meter billing and meter readings made up 8% of the total.
- Debt and disconnection issues for prepayment meters caused 4% of complaints.
Green energy
Based on data from Citizens Advice, the electricity Utilita supplies to its customers is largely fossil fuels, with some nuclear and other sources. The supplier takes a different approach to sustainability than many others in the market. It actively criticises the use of renewable energy certificates as greenwashing and focuses instead on helping customers use less energy overall.
To help households cut waste, the supplier's app includes a Smart Score feature that gives users insights into their energy habits. Through its home services branch, it also installs solar panels and battery storage to help customers generate their own power (Utilita).[1]
The company has set a target for its own business operations to reach net zero emissions by 2030 (Utilita).[2]
Our verdict
Utilita has strong app and Trustpilot ratings, but its low Citizens Advice score and limited tariff options mean it may not suit everyone.
Utilita provides highly rated mobile apps, positive Trustpilot feedback, and fast telephone response times. However, its low position in the Citizens Advice rankings and lower Which? customer service sub-scores present a mixed regulatory picture.
This supplier may suit households prioritising app-based account management and quick call response times. Conversely, those who prefer a choice of fixed tariffs or place high importance on overall regulatory scores may wish to consider other options.
Frequently asked questions
Who owns Utilita Energy?
Utilita Energy was founded in 2003 by Bill Bullen and is part of the Luxion Group. It operates as an independent domestic supplier focused on smart Pay As You Go energy.
Does Utilita offer a fixed energy tariff?
There are no fixed tariffs among the deals we currently have prices for. The supplier largely focuses on variable pricing.
Does Utilita charge an exit fee?
The Smart Energy variable tariff in our pricing data has a £0 exit fee, meaning you can leave it without paying a penalty.
Is Utilita a good energy supplier?
The evidence is mixed. Utilita has a strong Trustpilot rating of 4.3 out of 5 and well-reviewed apps, but it ranks 15th in Citizens Advice data.
How good is the Utilita app?
The My Utilita app is highly rated by users. It scores 4.4 out of 5 on the iOS App Store and 4.1 out of 5 on the Google Play Store.
How long does it take Utilita to answer the phone?
According to Citizens Advice data, the average call centre wait time for Utilita is 1 minute.
Is Utilita open at the weekend?
Yes, the supplier's customer support team is open on Saturday and Sunday from 8am to 5pm, as well as 8am to 8pm on weekdays.
Should I switch to Utilita?
It depends on your priorities. It may suit you if you want a reliable app and fast phone support, but you may want to compare other options if you are looking for a supplier with high regulatory scores or fixed tariffs.
Does Utilita supply green energy?
Based on data from Citizens Advice, the electricity Utilita supplies is largely made up of fossil fuels. The company focuses on helping households use less energy overall rather than relying on renewable energy certificates.
What changed this month
This month, Utilita Energy's iOS sampled negative reviews fell from 2 to 0, Utilita Energy's play store days since last update fell from 61 to 12, and Utilita Energy's iOS app days since last update fell from 47 to 12. There were 8 other data changes this month — see the full changelog below for details.
Data changes this month (14)
Utilita Energy
- Trustpilot reviews112,253 → 112,483
- Trustpilot negative reviews replied %100 → 99
- iOS app days since last update47 → 12
- iOS sampled reviews avg stars2.67 → 4
- iOS sampled negative reviews2 → 0
- Play Store rating4.129011 → 4.1229296
- Play Store ratings count61,547 → 61,566
- Play Store days since last update61 → 12
- Play Store positive ratings %77.7 → 77.5
- Play Store negative ratings %18.7 → 18.9
- Play Store neutral ratings %3.6 → 3.7
- Play Store net-positive %59 → 58.6
- Cheapest variable tariff£1,804.59 → £1,610.67
- Cheapest tariff£1,804.59 → £1,610.67
Written by
Rob Gibbs
Hi, I'm Rob, and I run Energy-Review.co.uk. I initially started this project in 2018 when I was looking to switch energy suppliers and found there wasn't a website that provided simple, data-backed reviews on all the suppliers available. Since then, I have spent a lot of time (too much, some may say!) looking at all publicly available data about each supplier and writing reviews using this information. These reviews are updated as regularly as possible, and any data is backed up by a source where necessary. I have also started writing guides on various energy-related topics, which hopefully you will find useful. If you find any issues, please use our contact form to let us know.
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