Utility Point Review (Gone bust)

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As of 14th September 2021, Utility Point has gone bust. All existing customers will be moved over to EDF Energy.

Utility Point Review Summary


  • Often one of the cheaper providers


  • Average customer service
  • Don’t offer smart meters
  • Not part of Warm Home Discount scheme

Our Utility Point review will look at all the main areas you need to know about with this relatively new independent energy supplier. Utility Point was only founded last year so while it is still has a small customer base it as already proven to be quite popular.

Utility Point explains on their website that they believe in the rights of people taking back the control of their energy usage. They sum up their promise as being all about dedication, efficiency and finally in staying together.

There is a strong emphasis on customer protection as well as Utility Point believe customers should be protected from price rises and have access to greener energy. The dedication, efficiency, together mantra is repeated a lot throughout Utility Point’s website and certainly something that is at the heart of their business.

But do they live up to their promises? Because Utility Point is still a new supplier there aren’t as many sources for information about them. But they do have some impressive customer reviews on sites like TrustPilot. Let’s take a more in-depth look at Utility Point and see how this still young supplier is doing with our in-depth Utility Point review.

What tariffs do Utility Point offer?

Utility Point offers three main types of tariff a flexible plan, a saving plan based around cutting costs and finally a fixed plan called the Just Up. Each plan is also available for different amounts of time as well with the minimum being 12 months.

Their Just Up plan is certainly one that is pushed over the other two as it’s the only tariff that is actually detailed when you go to the tariff page of their website. To get more detailed information about their plans you have to enter your postcode and then wait for the results.

Unfortunately, this was more difficult than I expected it to be due to repeated error messages when attempting to search for postcodes. However, it did eventually bring up results and it would be unfair to hold this against Shell Energy as errors and technical difficulties do happen however it is something be aware of.

For being a small and new supplier it is commendable to see them offer a range of tariffs for gas, electricity and dual plans. The price will vary depending on where you live but this is standard practice for many energy suppliers and Utility Point do offer their domestic services throughout Great Britain.

How do Utility Point compare on price?

Utility Point’s cheap prices were noticed by a number of reviewers and the energy comparison site Selectra highlighted their very cheap prices as well saying that on average they can be around £300 cheaper than the big 6 energy suppliers on certain tariffs.

So, it would seem that Utility Point is certainly sticking to their promise of providing a better deal for customers. So, while information is quite limited I would certainly advise that anyone searching for a cheaper energy provider check out Utility Point.

What is Utility Point’s customer service like?

Being a relatively new supplier Utility Point don’t have a lot of in-depth reviews or information about them. Unlike other providers, there’s not a lot of information about their customer service on websites like Which or Citizens Advice.

However, from their TrustPilot reviews, we can see that many existing customers are happy with their service. With many reviewing highlighting Utility Point’s more “human” level of care, the referral rewards system is also very popular.

Although some reviews (even more positive ones) did highlight the slow speed of communication through both phone and email. Overall though it seems the majority of customers are happy with the service Utility Point is providing.

What do other Utility Point reviews say?

Again because they are still relatively new to the energy market our Utility Point reviews as had to look for other sources when it comes to reviews. Websites like the Citizens Advice and Which simply don’t have enough data yet on Utility Point yet.

However, thankfully TrustPilot is still a great source with plenty to offer. As mentioned previously Utility Point score quite well on TrustPilot, they currently hold 4 stars and a rating of 7.9 out of 10. 68% reviews also give them the highest rating of excellent while a further 9% give them a rating of great.

It’s a good score although there have been a few negative reviews recently which lowered their rating a bit with 18% of customers rating them as poor or bad. Utility Point also only have 185 reviews currently which is to be expected given that they only launched last year.

Their reviews on Google are less impressive with them only scoring 2.6 stars out of 5. However, the number of reviews is much smaller with their only being 32 currently. We only have limited data at the moment but Utility Point as certainly made a promising start that they should hopefully be able to improve upon in the future.

What is Utility Point’s website/app like?

Utility Point has a rather simple website which is easy to navigate. Unfortunately, unlike some alternative providers, Utility Point doesn’t seem to have a dedicated help section or FAQ. However, they provide a lot of contact information and offer online live chats so getting in touch with them for help should be quick and easy.

Their complaints section is also easy to find and straightforward as well. Overall outside of the help section and FAQ all the things you would expect to see are there and cleanly presented although as I mentioned earlier trying to input your postcode for detailed local information was setback by error messages.

Utility Point doesn’t yet offer an app either which isn’t overly surprising when you consider that they are still relatively new to the energy market.

How green is Utility Point’s energy?

At the moment I can’t say for sure in our Utility Point review how green their fuel mix is, as Utility Point has yet to officially publish that information. However, as no tariff currently on offer from Utility Points is published as 100% renewable we know it’s not likely to be that.

Utility Point does highlight the importance of providing a more eco-friendly service on their website but until their fuel mix is published we won’t know for sure if they stick to that promise.

Utility Point complaints

Again due to it still being quite new we don’t know a lot about how many complaints Utility Point receives on average and have no data to compare. However, one thing that I think is worthy of praise is that Utility Point have made their complaints procedure simple and easy. Check out this page for more information.

Utility Point login

Utility Point does have their own online customer portal that existing customers can easily log onto. Check out this link for more information, from their customer portal you can view and pay bills, view and submit meter readings, access usage information and much more.

Do they work with pre-payment meters?

Yes, Utility Point does offer pre-payment meters and plans for their customers although there are certain terms and conditions that come with using one.

Do they accept Economy 7?

No Utility Point does not accept Economy 7 at the moment.

Are they signed up to the Warm Home Discount?

No Utility Point don’t currently offer the Warm House discount. To see a list of suppliers who do check this link.

Are they signed up to the Energy Switch Guarantee?

No, the Energy Switch Guarantee isn’t currently on offer from Utility Point. To find out more about the suppliers who do offer the Energy Switch guarantee check this link.

What billing options are available?

Utility Point offers a paperless service so payments and billing are all done online through their customer portal the UP Utility Hub.

Do they offer a smart meter? Do they accept smart meters?

Utility Point does not yet offer smart meters although they can still work with them, so if you already have a smart meter in your home you can switch to Utility Point without any issues.

Do they charge exit fees?

Utility Point does charge exit fees of £30 per fuel, however, their flexible-plans don’t currently have exit fees.

Will they offer to pay a customer’s exit fees when they join them?

Utility Point won’t pay a customer’s exit fees if they switch to them before their current plan ends. However, they do offer something similar, if you switch to Utility Point and do incur exit fees then Utility Point will refund the credit to your account. Although there is a maximum price of £36.00 so it may not cover the whole exit fee and you will need to supply proof as well.

Do they offer any incentives to customers to refer friends/family?

Considering they are still quite a young energy supplier Utility Point has an extensive reward scheme. If you refer a friend to Utility Point then you will both receive £25 credit on your accounts, you also automatically get a number of discounts just for joining Utility Point as well.

What happens if you move home whilst with them?

Moving house with Utility Point is designed to be as simple as possible. You will need to inform them with at least two working days’ notice, then give them your new address and meter readings. If you have a smart meter this will be done automatically. Your existing plan will then be cancelled and a new one will be set-up in your new home, any exit fees will be credited to your new account.

Do they mention about the Priority Services Register?

The Priority Services Register is briefly mentioned in Utility Points Terms and Conditions page. However, rather than give any in-depth information it says to contact them for more information.

How to contact Utility Point

To conclude our Utility Point review I’ve listed all the contact information you could need.


Arena Business Centre, Holyrood Close, Poole, BH17 7FJ

Customer Service Number: 03455 57 78 78

Live Chat: Follow this link and click on the “chat with us live” tab.

Email: Follow this link and click on the “send us a message” tab.

Opening Times:

Monday to Friday 9am – 6:30pm.




How do I switch to Utility Point?

The easiest way to switch to Utility Point is through a comparison website. This will allow you to check if Utility Point 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.

🏆 Our top rated supplier Octopus Energy is currently offering £50 credit to any new customer that uses our referral link. Click below to see why we rate them so highly and get your £50.

Read our review

7.8 Total Score
Utility Point Review

Utility Point explains on their website that they believe in the rights of people taking back the control of their energy usage. They sum up their promise as being all about dedication, efficiency and finally in staying together.

Customer Service
  • Often one of the cheaper providers
  • Average customer service
  • Don't offer smart meters
  • Not part of Warm Home Discount scheme
User Rating: 3 (6 votes)


Rob runs Energy-Review.co.uk. The project initially began when he switched energy suppliers for the first time and found there wasn't a website that provided simple, data backed reviews on all the suppliers available. Since then, Rob has spent considerable time looking at all publicly available data about each supplier and writing reviews using this information. Reviews are updated as regularly as possible and any data is backed up by a source where necessary. If you find any issues, please use our contact form to let us know.

  1. They just went bust. That must be why for the last three months I have had no reply to my calls and mails requesting refund of large credit balance.

  2. You need to urgently update your above whitewash. Just go to Trustpilot and look at the current avalanche of single star reviews (25%), largely from people who cannot get back their credit balances. The good reviews are almost certainly from customers that have never tried to switch supplier!

  3. INCOMPETENT AND DISGUSTING!!!!!!!!!!! AVOID!!!!!!!!!!!!!!!!!!!!

    Since December this company has lost my records of a burns test that i completed. Staff says calls are recorded but funnily enough cannot find my call where THEIR colleague told me my meter had to be replaced within the next ten days! December!!!!!!!!! Today (end of June) i am STILL explaining to these people about my problem (because they didn’t log my emails or issues with my meter) STILL SENDING THEM EMAILS FROM LAST YEAR AND STILL HAVING TO EXPLAIN THE PROBLEM FROM THE BEGINNING!!! NOW THEYT ARE TELLING MER METER HAS MAGICALLY FIXED ITSELF AND ITS SHOWING NO PROBLEMS!!!! They have obviously realised they have made a huge mistake and are trying to hide the idiotic error they made! Unbelievable and absolutely disgusting! AVOID AVOID!

  4. Have been with Utility point it was a nightmare. Have now left but they continue harassment sending non existent bills and refusing to refund credit.

  5. Have had a really annoying 3 months trying to get over £1000 back from Utility Point – just so painful. The energy prices are cheap but you better hope nothing goes wrong because their customer service policy is very poor – they’ll talk and email and promise but if they have your money, it is hard to get it back.

  6. Don’t get in credit with this company as you will be fighting a losing battle trying to get it back. I asked for a refund of my credit and was told it could take 2 months. Explained I needed it to pay an emergency bill, and renewed my contract with them, but they did nothing to help except keep telling me it will take up to 60 days to do a 2 minute refund. Asked for complaints procedure, was told in so many words that it wasn’t worth complaining as I will just get told the same thing that I will have to wait, so basically don’t bother. Appalling treatment of customers. Cheapest supplier but for a reason. Avoid.

  7. This company are great until they actually owe you money! I had an overpaid credit total of nearly £600 and I have been battling to get it back since beginning of December. The phone operators are lovely but they don’t have the power to process refunds, the people who do have the power take 8-10 days to respond to an email and then just fob you off! Terrible service!

  8. I changed from my previous supplier on the promise of cheaper fuel and as I already had a Smart Meter I was informed that it would be transferred at the same time but evidently this is not going to happen – I am in the process of changing suppliers again – I would not recommend them to anyone

  9. Was switched to utility point by we look after your bills , when they changed suppliers in October I was owed 173.00 by utility point , as with all the others on here I have no received my owed money even after being told I would get it in 10 days at least 3 times , I’m about to raise a complaint with the ombudsman and will go to small claims court if required , i regret using this company and would advise to stay clear

  10. Yup you can be enticed by the low prices, only to be ignored, more taken from your account than agreed, and, we’ll try and talk to someone, and you’ll wait for an hour only to be told one thing and then them do another. I was with them from 2018. Never again.

    • I changed provider away from utility point in November 2020 . They owe me my outstanding balance of £211.25 . Still not refunded 3 months later . All I get is an automated e mail responce to my request of refund. An no answer on the telephone. Feel this company have robbed me , leaving a very bad taste .
      Please avoid unless your happy throwing money away.
      I hold the company “ look after my Bills”partially responsible as they changed me to utility point and then away from them , supposedly saving me money , but all they have done is cost me more 😡 ( that will be another review )

  11. Have said in two separate emails saying that money owed from account being in credit, would be refunded within max of ten days. Still waiting over a month later! Avoid at all costs!!

    • Switched from utility point in September at which point I was £276 in credit then on next payment date they took out another £140 out of my account makeing me £416 in credit after e.mail after e.mail and promises to refund me I still can’t get anywhere keep away at all costs

  12. switched from utility point over 8 weeks ago but still cant get the money they owe me from being in credit. i will never use this company again.

    • Do NOT go with this company , they will entice you in with low monthly payments,then double if not triple your monthly payments,then when you have run up a credit with them ,its near imposible to get your refund .There are many in the same situation just look on trustpilot STAY WELL CLEAR

  13. Wish I had read these first during being a customer no problem but end service-held onto £500 of my money for 3 months stating industry guidelines – very bad

  14. I left Utility Point Gas on 9th September 2020. Getting the credit balance refunded is like getting blood out of a stone.

    On 16th October, I received an email from Utility Point saying:-“Good Afternoon, We can confirm we have received the final verified meter readings and we have been able to produce your final bill.
    Please be advised you are currently in credit by the amount of £138.73
    This will be refunded within the next 10 working days.
    If you have any questions regarding this, please do not hesitate to contact us”
    On 28th October, 2 days before the 10 working day deadline, I sent a reminder email to Utility Point.
    “Please note that Friday, 30th October, will be 10 working days since you advised me that my closure credit balance would be refunded to me.
    Please ensure that the refund is paid by that deadline.
    It is now 7 weeks since I transferred my energy to a new provider. Please note that if the refund is not paid to me by this Friday, I will be making a claim for the automatic £30 compensation due from you under the February 2020 Ofgem ruling”
    On Friday, 30th October, I received an acknowledgement email saying:-
    “I have now escalated this query to my managers in order to chase your refund.
    I am very sorry for this delay”
    On Sunday, 1st November, I sent an email to Utility Point saying:-
    “As you will see in the email trail below, you undertook to refund £138.73 within 10 working days of the final bill date of Friday,16th October.
    Despite a reminder sent on Wednesday, 28th October – you have failed to refund my money in the time laid down by the regulator. This has now triggered an automatic £30 penalty in accordance with the February 2020 Ofgem ruling which means that the refund due is now £168.73. This email will start your internal complaints procedure. I give you a further 10 working days to send me this refund, either by cheque or as a direct bank account credit.
    If this refund is not received by close of business on Friday, 13th November, I will be commencing court proceedings to recover my loss and will be making a formal complaint to Ofgem and engaging the services of the Energy Ombudsman”
    On 5th November, I received this acknowledgement:-
    “Good morning Mr Baynes
    Thanks for your email. I apologise that your refund still has not been processed. I have forwarded this on to our payments team.
    Warmest Regards
    James, Utility Point Ltd”

    We’ll see if the refund does arrive by Friday 13th November 2020 but I have my doubts and a claim through the HM Gov Small Claims Court will otherwise be submitted that evening.

  15. Hi held 2 accounts for 2 of my different rental properties. Bith my accounts are in credit of more than £300 each leaving me in credit of £600. I had requested them several times to reduce the direct debit amount about 8 months ago… they objected my switch as they made an error with my bill and kept my account in debit or £300 later realising it to be in credit of £270. I have enough email proofs where they aren’t responding to any of my emails. Just ignoring them to delay refund of my monies. On 1st October when I spoke to someone they said they will be refunding £319 for my other account and no monies into my bank account. Later called them to follow up their offices are closed due to lockdown… all small rooms big businesses are working from home & providing customer service over the phone apart from this fraudulent company.. seems it’s going to go bust as there are maximum number of customers who have same issues. The article in guardian too says they do no reduce the direct debit amount no refund monies.. worst company ever… never received any referral monies too..

  16. Absolutely terrible company would never use. Terrible customer service. Stolen 870 quid from me this year and refusing to return it to me when I paid my contract off in July its now Oct.

  17. Unbeatable price for me and an easy switch
    Been with Utility Point for 1 year now and had no problems. They’re not a household name but I can’t fault them on price or service.

  18. Excellent service, just renewed with amazingly low rates compared to the bigger companies. Electricity @ 13.4939p per kWh and Gas @ 2.1777p per kWh. You won’t find the other major companies getting close to that amount and you can get cashback when you join. Maroon1011557

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