Utilita Energy Review Summary
Last updated: 5th September 2025
Quick Overview
Utilita Energy operates as one of the UK’s most prominent prepayment energy specialists, building its model around smart meters and a “no standing charge” tariff structure.
This approach makes it a unique proposition for customers who prefer to pay as they go.
However, our analysis reveals a stark contrast in performance metrics.
While Utilita achieved an impressive third-place ranking in the Which? 2025 energy supplier survey, it received a low score from Citizens Advice for early 2025, primarily due to a very high volume of formal complaints.
Furthermore, with a fuel mix containing 0% renewable energy according to official data, it falls significantly short for environmentally conscious consumers.
Who are Utilita Energy?
Founded in 2003, Utilita Energy carved out a niche in the UK market by focusing almost exclusively on prepayment customers, often referred to as Pay As You Go (PAYG).
They were one of the early champions of smart meter technology for prepayment users, aiming to make it easier for customers to manage their energy spend without accumulating debt.
Unlike most suppliers, Utilita also maintains a physical presence through high street “Energy Hubs” where customers can seek face-to-face advice and support.
What tariffs do Utilita Energy offer?
Utilita’s offer is straightforward, focusing entirely on variable-rate tariffs designed for smart prepayment meters.
Smart Energy Tariff
Utilita does not offer fixed-rate tariffs.
Instead, its primary product is a variable tariff that follows the energy price cap.
The key feature of Utilita’s pricing structure is the absence of a daily standing charge.
This is replaced by a two-tier unit rate system.
You pay a higher price for the first block of energy used each day, and once that threshold is met, a lower unit rate applies for all remaining energy consumed that day.
This model can be beneficial for very low-use households or properties that are often empty, as there is no fixed daily cost if no energy is used.
However, for medium to high users, this structure can often work out more expensive than a traditional tariff with a standing charge.
Utilita supports both standard and Economy 7 meter setups with this tariff structure.
How do Utilita Energy compare on price?
Based on industry data from September 2025, a typical dual fuel household on Utilita’s Smart Energy tariff would pay an estimated annual cost of £1,749.
| Tariff Name | Tariff Type | Monthly Cost (Estimate) | Annual Cost (Estimate) | Early Exit Fee |
| Smart Energy (Price Capped) | Variable | £146 | £1,749 | £0 |
Disclaimer: Costs shown are estimates based on a UK household with typical consumption levels (Ofgem defined Typical Domestic Consumption Values) paying by Direct Debit. Actual costs will vary significantly based on your personal energy usage, geographical location, and payment method.
What do other Utilita Energy reviews say?
Customer reviews for Utilita present a very mixed and often contradictory picture.
There is a significant difference in ratings between major consumer advocacy groups and user-review platforms.
Which? Energy Survey 2025
In the Which? Energy Survey published in January 2025, Utilita performed exceptionally well, ranking 3rd out of 18 UK suppliers.
- Overall Score: 71%
- Customer Score: 68%
- Assessment Score: 73%
This high ranking suggests that customers surveyed by Which? were largely satisfied with the service relative to competitors.
Citizens Advice Star Rating (January – March 2025)
In contrast, the Citizens Advice customer service league table for Q1 2025 paints a much poorer picture.
Utilita ranked 15th out of 16 suppliers with an overall score of 2.2 out of 5 stars.
The low score was heavily influenced by its performance in handling complaints.
Key scores from Citizens Advice include:
- Overall Rating: 2.2 / 5 stars
- Fewer Complaints Received Score: 1 / 5 stars (indicating a high volume of complaints)
- Contact Waiting Time Score: 3 / 5 stars
The most alarming statistic is the number of complaints escalated to third parties.
Utilita received 107.9 complaints per 10,000 customers during this period, significantly higher than the industry average.
Trustpilot Reviews
On the user-review platform Trustpilot, Utilita scores highly.
Based on over 107,000 reviews, 79% of users rate the company as 4 or 5 stars (excellent), while 18% give a 1 or 2-star rating (poor or bad).
This strong performance on a platform for direct customer feedback aligns with the Which? survey but clashes with the high volume of official complaints recorded by Citizens Advice.
Positive reviews frequently praise the app’s ease of use for top-ups, while negative reviews often focus on billing issues and difficulties with customer service.
How green is Utilita Energy’s energy?
Utilita’s energy generation is not environmentally focused.
The company does not offer any specific “green” tariffs that guarantee 100% renewable electricity.
According to the fuel mix data published by Citizens Advice for 2025, Utilita’s electricity sources are:
- Renewable: 0%
- Fossil Fuel: 83%
- Nuclear: 11%
- Other: 7%
This fuel mix makes Utilita one of the least green options on the market.
Customers prioritising environmental impact should look elsewhere.
What is Utilita Energy’s customer service like?
Utilita offers more ways to get in touch than many purely online suppliers.
However, performance data indicate significant challenges.
Contact Methods and Availability
- Phone Support (0330 333 7442): Lines are open Monday to Friday (8am-8pm) and Saturday to Sunday (8am-5pm).
- Energy Hubs: Utilita operates physical high street locations in several towns and cities, allowing for face-to-face support.
- Live Chat: Available via their website and customer app.
- Email: Standard email support is available via customerservices@utilita.co.uk.
Performance Data
According to Citizens Advice data from early 2025, the average call centre wait time was 3 minutes and 30 seconds, which is reasonable for the industry.
However, as noted previously, the very high complaint level (107.9 per 10,000 customers) suggests that while initial contact may be quick, resolving complex problems can be challenging for many customers.
In 2024, regulator Ofgem ordered Utilita to pay £830,000 for failing to properly support vulnerable customers and those struggling to pay their bills, particularly concerning Warm Home Discount payments.
What is Utilita Energy’s website/app like?
The “My Utilita” app and online portal are central to the supplier’s service, especially for prepayment customers.
The primary function of the app is to allow customers to monitor their energy usage in near real-time and top up their credit remotely, 24/7.
This removes the need to visit a PayPoint retailer to add funds to a key or card.
While user feedback on app stores has historically been mixed, particularly following updates, the core functionality of remote top-ups is highly valued by its customer base. The iOS app has a rating of 4.4 from 27,000 ratings, and the Play Store version has a rating of 4.2 from over 1 million downloads.
The website itself contains extensive help sections and guides for managing prepayment meters.
What billing options are available?
Utilita’s primary focus is on smart prepayment.
Customers top up their account balance as they go, with payments made via:
- The “My Utilita” app or online account portal
- Text message (SMS) top-up
- Over the phone
- In person at any PayPoint retailer
Utilita also offers credit accounts where customers pay monthly by Direct Debit or upon receipt of a quarterly bill, though this is less common for their customer base.
Do Utilita Energy offer a recommend a friend referral scheme?
Utilita has previously offered a “Refer a Friend” scheme, typically rewarding both the existing customer and the new customer with account credit or retail vouchers.
These offers change frequently.
It is advisable to check Utilita’s official website directly for details on any current promotions before switching.
The supplier also runs a loyalty program called Utilita Extra, which gives customers access to discounts, prize draws, and special offers with partner brands.
Who is Utilita good for?
- Low Energy Users: Households that consume very little energy may benefit from the £0 standing charge model, as they won’t pay a fixed fee on days they use no energy.
- Customers Wanting Physical Stores: The network of Energy Hubs provides a rare option for face-to-face customer support, which can be invaluable for vulnerable customers or those with complex issues.
- Those Needing Prepayment: The entire system is built around making prepayment as seamless as possible, with easy smart top-ups via the app.
Who might Utilita not suit?
- Eco-conscious Consumers: With 0% renewable electricity in its fuel mix, Utilita is a very poor choice for anyone concerned about their environmental impact.
- Medium to High Energy Users: The pricing structure, with its higher initial unit rate, can make Utilita more expensive than competitors for households with average or high consumption.
- Customers Seeking Simplicity and Reliability: The high formal complaint figures reported by Citizens Advice suggest a higher likelihood of experiencing billing or service issues compared to top-rated suppliers.
How Utilita Compares to Rivals
| Feature | Utilita | Octopus Energy | Boost (OVO’s PAYG brand) |
| Pricing Model | No standing charge, tiered unit rate | Standard tariff with standing charge | Standard tariff with standing charge |
| Green Credentials | Very poor (0% renewable) | Excellent (100% renewable electricity) | Good (100% renewable electricity) |
| Customer Service | Polarising (High Which?/Trustpilot score, low Citizens Advice score, high complaints) | Excellent (Consistently top-rated by Which? and Citizens Advice) | Good (Generally positive reviews for PAYG service) |
| Best For | Low users wanting physical stores | Eco-conscious and tech-savvy customers | Standard prepayment with good service |
Our Verdict
Utilita successfully caters to a specific market niche: prepayment customers who value the flexibility of a zero standing charge model and access to physical high street support.
The supplier’s high rankings in the 2025 Which? survey and on Trustpilot show that many of its customers are very satisfied.
However, this positive feedback is completely at odds with the data from Citizens Advice, which highlights an exceptionally high volume of formal complaints and a very poor environmental record with 0% renewable electricity.
Ultimately, Utilita is a polarising choice.
While it might work for low users who can leverage its unique tariff structure, most households would be better served by suppliers offering stronger formal service records and greener energy.
Frequently Asked Questions (FAQ)
Below are a few quick questions you may need answers to, along with our Utilita Energy review:
Does Utilita charge a standing charge?
No, Utilita does not charge a daily standing charge for its main tariffs. Instead, it charges a higher price for the first units of energy used each day, and then a lower rate for subsequent usage.
Is Utilita more expensive than other suppliers?
It depends on your usage. For very low users, the lack of a standing charge can make it cheaper. However, for average or high users, the total cost can be higher than suppliers who do charge a standing charge but offer lower unit rates.
Is Utilita signed up to the Warm Home Discount scheme?
Yes, Utilita participates in the Warm Home Discount scheme. Eligible customers can receive a rebate on their electricity bills during winter. You should check Utilita’s website for specific application details for your group.
Can I get a fixed-rate tariff from Utilita?
No, Utilita does not typically offer fixed-rate energy tariffs. Their focus is on variable-rate tariffs that are aligned with Ofgem’s price cap.
What is Utilita’s fuel mix?
According to data for 2025, Utilita’s fuel mix contains 0% renewable energy, 83% fossil fuels, and 11% nuclear power. This makes it a non-green energy supplier.
How do I top up my Utilita meter?
If you have a smart meter, you can top up via the My Utilita app, online account, by phone, or by text. You can also top up in person at any PayPoint retailer.
Is Utilita part of the Energy Switch Guarantee?
No, Utilita is not listed as a signatory to the Energy Switch Guarantee. This scheme aims to ensure a faster and more reliable switching process.
How to contact Utilita Energy
Address: Hutwood Court, Bournemouth Road, Chandler’s Ford, Eastleigh SO53 3QB
You can contact Utilitia’s customer service by calling: 0345 207 2000
Opening hours:
Monday - Friday 8am – 8pm
Saturday – 8am to 5pm
Closed on Sundays and Bank holidays.
Switch to Utilita Energy
The easiest way to switch to Utilita Energy is through a comparison website. This will allow you to check if Utilita Energy is one of the cheapest suppliers for you (tariffs vary based on your area) and will allow you to quickly and easily switch to them.
This is very helpful information, thank you
Utilita-customer services run out of South Africa. You will wait for 45 minutes in a queue and then when you eventually talk to someone you get cut off. Online chat is just a bot so useless. Avoid them at all costs. I have found it almost impossible to get refunded the error over payment they have charges me. Phoned them 10 time but getting nowhere.
Utility legit the worst energy company ever. Customer service rubbish, beyond expensive. I regret the day I joined this company. I’ve never been so disappointed