Utility Warehouse Review (September 2026)
Overview
Utility Warehouse suits households looking to bundle their home services on one bill, though long call wait times affect its customer service rankings.
Who are Utility Warehouse?
Utility Warehouse was founded in 2002 and is owned by Telecom Plus PLC, a company set up in 1996. Based in London, it has grown to become one of the UK's biggest domestic energy suppliers.
What sets Utility Warehouse apart is its approach to home services. As well as gas and electricity, it offers broadband, mobile phone plans, and home insurance on a single monthly bill. Customers who take multiple services get a bigger discount on their energy. The company also offers a cashback card for everyday shopping and relies on a word-of-mouth network of independent partners to sign up new customers rather than traditional advertising.
Products & services
- Energy
- gas and electricity tariffs
- Broadband
- home internet services
- Mobile
- mobile phone plans
- Home insurance
- cover for buildings and contents
- Cashback Card
- everyday shopping card to lower utility bills
Awards & recognition
- ✓Best Value for Money — 2025/Uswitch
- ✓Best Customer Service (Runner-up) — 2025/Uswitch
- ✓Overall Customer Satisfaction (Runner-up) — 2025/Uswitch
- ✓Which? Recommended Provider — 2025/Which?
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Prices
These are the tariffs we have pricing for — the supplier may offer others.
The cheapest available deal from Utility Warehouse is the UW Tracker Saver 5, a variable tariff priced at £1,511 a year. Although it has no fixed term, this plan includes a £150 exit fee.
Households preferring to lock in their unit rates can opt for the UW Fixed Saver 95, priced at £1,595 a year. This plan lasts for an 11-month term and also applies a £150 exit fee.
Tariff Details
This supplier's full tariff range
Utility Warehouse offers a range of variable, tracker, fixed, and specialist tariffs. The exact deals available often depend on how many other home services a customer bundles with their energy.
Customer Reviews
Utility Warehouse holds a Trustpilot rating of 4.2 out of 5 across 83,008 reviews. Approximately 70% of these are five-star ratings, compared to 14% at one star. Positive feedback often highlights polite support staff and the practical benefit of managing multiple household services on one bill.
Conversely, negative reviews frequently cite extended wait times when contacting telephone support. In the annual Which? energy survey, the supplier achieved an overall score of 69.
Looking at specific Which? sub-categories, the provider scored 10 out of 10 for helping those who need it. It received 3 out of 5 for both customer service and value for money, and 6 out of 15 for complaints handling.
App Features & Ratings
Utility Warehouse provides mobile applications for both major operating systems, recording over 500,000 installs on Google Play. The app holds a rating of 4.5 out of 5 from 11,000 Apple App Store reviews, and 4.2 out of 5 from 11,195 Google Play Store ratings.
The software receives regular updates on both platforms. A recent release on Google Play introduced features allowing users to manage communication preferences and enable account reminders for meter readings.
A recent sample of iOS feedback averages 2.5 stars. While some users highlight the usefulness of the cashback tracking tools, others note technical difficulties when attempting to top up meters or manage broadband settings.
Service & Support
In the Citizens Advice rankings, Utility Warehouse places 14th with a score of 2.45 out of 5. Data shows an average call centre wait time of 7 minutes and 16 seconds, with 40.5% of emails receiving a response within two days.
The company has registered formal vulnerability commitments with Citizens Advice. Support lines operate from 8:30am to 5pm on weekdays and 9am to 4:30pm on Saturdays. Accepted payment methods include Direct Debit, cash, cheque, and prepayment.
Utility Warehouse complaints and performance
Figures for Q1 2026 show that Utility Warehouse received 2,042 complaints per 100,000 customers. The supplier resolved 82.75% of these complaints by the end of the next working day. It also fixed 99.61% of complaints within eight weeks.
Main reasons for complaints
In Q1 2026, customer service was the most common reason for complaints, making up 38.35% of cases.
Billing was the second most common issue, causing 32.63% of complaints.
Smart meter installation led to 7.59% of complaints.
Payments made up 4.56% of complaints.
Pricing was the reason for 3.17% of complaints.
Green Energy
Utility Warehouse's electricity fuel mix is largely fossil fuels, with some nuclear and other sources. Utility Warehouse removed the renewable element from its Double Gold tariff after the cost of Renewable Energy Guarantees of Origin certificates rose during the energy crisis.[1]
It focuses its environmental efforts on other projects, such as planting a tree for every new customer who signs up for all its services. So far, it has planted over 174,000 trees in its own woodland and works with The Wildlife Trusts to support local habitats. It also partners with Glow Green to help customers buy energy-efficient boilers and supports the Smart Export Guarantee for households that generate their own renewable electricity.
Our Verdict
Utility Warehouse suits households looking to bundle their home services on one bill, though long call wait times affect its customer service rankings.
Utility Warehouse presents an alternative model for households willing to consolidate their energy, broadband, mobile, or insurance onto a single bill. The provider maintains strong mobile app ratings and a solid Trustpilot score, driven by the convenience of this bundled setup. However, a low Citizens Advice ranking and extended call centre wait times indicate weaknesses in its customer support operations.
This supplier may suit households seeking to manage multiple utilities in one place, particularly those comfortable using an app for routine account tasks. Conversely, consumers who prioritise fast telephone support, rapid email responses, or high Citizens Advice rankings may wish to consider other providers.
Frequently asked questions
What makes Utility Warehouse different from other energy suppliers?
Utility Warehouse allows customers to bundle their gas and electricity with other home services, such as broadband, mobile plans, and home insurance, on a single monthly bill.
Does Utility Warehouse charge exit fees?
Yes. Its cheapest variable tariff and its fixed-rate deals currently carry a £150 exit fee if you decide to leave.
Does Utility Warehouse offer a fixed energy tariff?
Yes, its current cheapest fixed option is the UW Fixed Saver 95, which locks your rates for 11 months.
Is Utility Warehouse rated highly for customer service?
Customer sentiment is mixed. It holds a strong Trustpilot rating of 4.2 out of 5, but ranks 14th in the Citizens Advice table and has an average call wait time of 7 minutes and 16 seconds.
How does Utility Warehouse support vulnerable customers?
The supplier has formal vulnerability commitments registered with Citizens Advice and achieved a standout 10 out of 10 for 'help for those who need it' in the latest Which? survey.
Can I manage my Utility Warehouse account on my phone?
Yes, the supplier offers highly rated apps for both iOS and Android devices, allowing you to track cashback, send meter readings, and manage your bundled services.
How long does it take Utility Warehouse to answer the phone?
According to Citizens Advice data, customers face an average call centre wait time of 7 minutes and 16 seconds.
What are Utility Warehouse's opening hours?
The support team is open on weekdays from 8:30am to 5pm, and on Saturdays from 9am to 4:30pm. The call centre is closed on Sundays.
Should I switch to Utility Warehouse?
It may suit households looking to manage all their home utilities in one place and secure a discount by bundling services. However, if fast phone support is a priority, it is worth noting its long call wait times.
What changed this month
This month, Utility Warehouse's iOS sampled neutral reviews rose from 0 to 1, Utility Warehouse's play store days since last update rose from 4 to 6, and Utility Warehouse's iOS app days since last update rose from 4 to 5. There were 8 other data changes this month — see the full changelog below for details.
Data changes this month (13)
Utility Warehouse
- Trustpilot reviews81,260 → 83,008
- iOS app days since last update4 → 5
- iOS sampled reviews avg stars2.67 → 2.5
- iOS sampled neutral reviews0 → 1
- Play Store rating4.186519 → 4.1761994
- Play Store ratings count11,150 → 11,195
- Play Store days since last update4 → 6
- Play Store positive ratings %79.1 → 78.9
- Play Store negative ratings %15.9 → 16
- Play Store net-positive %63.2 → 62.9
- Cheapest variable tariff£1,697.5 → £1,510.93
- Cheapest fixed tariff£1,806.26 → £1,595.22
- Cheapest tariff£1,697.5 → £1,510.93
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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