Utilita Energy Review (July 2026)
Overview
Utilita focuses on Pay As You Go energy with a well-rated app, but low independent scores from Citizens Advice make it hard to recommend unconditionally.
Who are Utilita Energy?
Utilita Energy started in 2003 and is one of the UK's biggest domestic energy suppliers. The company is based in Eastleigh, Hampshire, and focuses on Pay As You Go smart energy. As well as supplying gas and electricity, it installs solar panels and battery storage for homes through its Utilita Home brand.
What sets Utilita apart is its focus on prepayment customers and smart meter technology. Utilita's Pay As You Go tariffs do not charge a daily standing charge. Instead, they use a two-tier pricing system where customers pay a higher rate for the first block of energy they use each day. Its app gives customers access to features like £15 of emergency credit and friendly credit hours, which stop the power from cutting off overnight or at weekends if the meter runs out of money.
Products & services
- Gas and electricity
- Pay As You Go energy supply
- Solar panels
- home installation packages
- Battery storage
- home energy storage solutions
Awards & certifications
- Energy Supplier of the Year — Energy Awards 2025
- Customer Support Award — Utility Week Awards 2025
Use our referral link, and we'll both get £50 credit once your switch is complete.
Existing customer? Find out how you can benefit too. T&Cs apply (only one switching offer per household)
Prices
These are the tariffs we have pricing for — the supplier may offer others.
Based on current pricing data, the most affordable option is Smart Energy. This variable tariff costs £1,805 annually and operates without a fixed term or exit fees.
There is currently no pricing data available for any fixed-term tariffs from this supplier.
Tariff details
This supplier's full tariff range
Utilita keeps its domestic energy range very simple, focusing almost entirely on its main prepayment tariff. It does not currently offer any fixed-rate deals, tracker tariffs, or specific electric vehicle tariffs.
Customer reviews
Utilita maintains a Trustpilot rating of 4.3 out of 5, based on over 111,000 reviews. Feedback leans positive, with 72% of users awarding five stars, compared to 16% leaving a one-star rating. Data shows the supplier responds to 99% of negative reviews, generally within 24 hours.
Positive feedback frequently highlights polite staff and efficient resolution of billing or payment queries. Conversely, critical reviews note instances where payments fail to register on meters, alongside reported difficulties in reaching representatives to escalate complaints.
The annual Which? survey awarded Utilita an overall score of 68. It received 10 out of 10 for both smart meters and helping those who need it. However, it underperformed in other categories, scoring 2 out of 5 for value for money, customer service, and ease of contact.
Apps
The supplier's mobile application has recorded over 1,000,000 installs on the Google Play Store. It holds a rating of 4.4 from 27,000 reviews on the Apple App Store, and 4.1 from more than 61,000 ratings on Google Play.
Regular updates are pushed to both platforms. Recent additions include a progress bar for tracking switch dates, alongside functionality to book and manage smart meter appointments directly.
A small recent sample of iOS feedback has an average rating of 2.6 stars. While these users commend the helpfulness of support staff, some report a steep learning curve with the interface and express concerns regarding potential power cuts.
Service and support
In the latest Citizens Advice rankings, Utilita places 15th with a score of 2.35 out of 5. The data indicates an average of 164 complaints per 10,000 customers.
Phone support is relatively prompt, featuring an average call centre wait time of one minute. Written communication metrics show that 98.2% of emails receive a response within two days, while social media inquiries are addressed in an average of 88 seconds.
The provider is a signatory to the Citizens Advice vulnerability commitments. Customer support lines operate from 8am to 8pm on weekdays, and 8am to 5pm on weekends. Accepted payment methods include direct debit, cash, cheque, and prepayment.
Utilita Energy complaints and performance
The latest figures, from Q4 2025, show that Utilita Energy received 1,265 complaints for every 100,000 customers. The supplier resolved 59% of these issues by the end of the next working day, and 89% within eight weeks.
Green energy
Utilita's electricity mix is largely fossil fuels, with some nuclear and other sources. The supplier does not offer green tariffs and actively campaigns against them. It argues that using Renewable Energy Guarantees of Origin (REGO) certificates is a form of greenwashing, as buying certificates does not mean a home is powered by clean energy.
Instead of green tariffs, Utilita focuses on helping customers use less energy and educating them on the cleanest times of day to use power. The company has set a target for its own business operations to reach net zero by 2030, and it uses a live carbon dashboard on its website to show its progress. It also helps homes generate their own renewable power by installing solar panels and battery storage.[1]
Our verdict
Utilita focuses on Pay As You Go energy with a well-rated app, but low independent scores from Citizens Advice make it hard to recommend unconditionally.
Utilita Energy may suit households that prefer Pay As You Go energy management via a mobile app. Although it maintains strong Trustpilot ratings and prompt call response times, its low placement in Citizens Advice rankings and weak Which? scores for customer service present a mixed overall profile.
The supplier is largely geared towards prepayment customers seeking built-in safeguards like emergency credit and friendly credit hours. Households looking for fixed tariffs, standard monthly direct debits, or consistently high independent customer service scores may find other providers more suitable.
Frequently asked questions
Does Utilita Energy charge a daily standing charge?
Utilita's Pay As You Go tariffs do not charge a daily standing charge. Instead, they use a two-tier pricing system where you pay a higher rate for the first block of energy you use each day.
Sources
What is the Smart Energy tariff?
Smart Energy is Utilita's main variable tariff. It is designed for prepayment customers who want to track and manage their energy use through an app.
Does Utilita offer fixed energy deals?
We do not currently have pricing data for any fixed tariffs from Utilita, and its core focus is on its variable Pay As You Go deals.
Is Utilita Energy well-rated by customers?
Reviews are mixed depending on where you look. It has a strong Trustpilot rating of 4.3 based on over 111,000 reviews, but it scores poorly in the annual Which? survey for customer service and value for money.
Can I manage my Utilita account on my phone?
Yes, Utilita offers apps for both Apple and Android phones. The apps allow you to track your energy use, top up your meter, and access emergency credit.
How long does it take Utilita to answer the phone?
According to Citizens Advice data, Utilita answers phone calls in an average of 1 minute.
Does Utilita support vulnerable customers?
Yes. Utilita has signed up to the Citizens Advice vulnerability commitments and achieved a 10 out of 10 score for helping those who need it in the latest Which? survey.
Does Utilita offer green energy tariffs?
No. Utilita's electricity mix relies mostly on fossil fuels and nuclear power. The company actively campaigns against green tariffs, arguing that buying renewable certificates is a form of greenwashing.
Is Utilita Energy a good supplier to switch to?
Utilita is a solid option if you want a prepayment meter with a good app and features like friendly credit hours. However, its low Citizens Advice score means it may not suit those looking for top-tier customer service.
What changed this month
This month, Utilita Energy's cheapest tariff term rose from variable to 0 months, Utilita Energy's play store days since last update rose from 23 to 38, and Utilita Energy's iOS app days since last update rose from 25 to 39. There were 12 other data changes this month — see the full changelog below for details.
Data changes this month (17)
Utilita Energy
- Trustpilot reviews111,727 → 111,959
- iOS app days since last update25 → 39
- Play Store rating4.1382565 → 4.136039
- Play Store ratings count61,523 → 61,525
- Play Store days since last update23 → 38
- Play Store positive ratings %78 → 77.9
- Play Store negative ratings %18.5 → 18.6
- Play Store neutral ratings %3.5 → 3.6
- Play Store net-positive %59.5 → 59.3
- Citizens Advice score2.24 → 2.35
- Complaints per 10,000 customers130.6 → 164
- Avg call centre wait time119 → 60
- Avg social media response timenow available (88)
- Emails responded within 2 days %97.3 → 98.2
- Cheapest variable tariff£1,583.9 → £1,804.59
- Cheapest tariff£1,583.9 → £1,804.59
- Cheapest tariff termvariable → 0 months
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.
Related articles
Good Energy Review
Good Energy is one of the UK's oldest dedicated green energy suppliers, having been founded over 25 years ago. In April 2025, the company was bought by the Dubai-headquartered smart grid company Esyasoft for about £99 million. Today, it remains a recognised name in the UK domestic green energy marke
Read review→Octopus Energy vs Sainsbury’s Energy
Octopus Energy started in 2015 and is backed by the Octopus Group. Through its own growth and by taking on customers from other suppliers, it has grown quickly. Today, it is the UK's largest domestic energy supplier. Octopus Energy offers a wide range of smart tariffs and uses its own software platf
Read comparison→
E Energy Review
E (also known as E Energy or E Gas and Electricity) is a British-owned energy supplier based in Birmingham. It is one of the UK's smaller domestic suppliers, focusing mainly on the pay-as-you-go and prepayment market. The company offers gas and electricity to households and aims to keep energy billi
Read review→Related guides
What is a Dual Fuel discount?
When you compare energy tariffs or set up a new account, suppliers usually ask if you want a dual fuel deal. This simply means you choose the same company to supply both your gas and your electricity. For years, energy companies used a dedicated dual fuel discount to encourage households to bundle t
Read guide→
Octopus Energy Tracker Tariff Review 2026
The Octopus Tracker is a variable energy tariff provided by Octopus Energy, the UK's largest energy supplier. Instead of charging a set price for your energy over a year, or following the quarterly changes of the standard variable rate, the Tracker tariff changes its unit rates every single day. It
Read guide→
Octopus Energy Agile Tariff Review 2026
Most UK households pay a flat rate for their electricity. Whether you boil the kettle at three in the morning or roast a chicken at six in the evening, the price for each unit of power stays exactly the same. The Octopus Energy Agile tariff takes a completely different approach. It is a dynamic, tim
Read guide→