Utilita: most-reported complaints
Automated analysis of 1,127 public Trustpilot reviews published 2025-01-07 to 2026-09-27. TrustScore 4.3 from 112,695 total reviews — see the Trustpilot page. Quick answer: is Utilita legit? Issues below reflect what reviewers reported, not findings of wrongdoing.
Reviewers most often report that customer support is unhelpful, with 261 complaints noting rude attitudes and long hold times. A significant number of users also describe support as unreachable, citing issues where charges appear without corresponding service or transaction records. Additionally, billing errors and account or app problems are frequently mentioned, including disputes over fees and incorrect credit file entries.
How to reach Utilita
These are the contact details Utilita publishes on its Trustpilot profile, as of our last check on 2026-09-27 — phone 03452 072 000, address Hutwood Court, Bournemouth Road, Chandler's Ford, Eastleigh, Hampshire, SO53 3QB, GB.
The company claimed its Trustpilot profile on 2017-01-20, uses Trustpilot’s paid features, uses Trustpilot’s AI-assisted replies, and last replied to a negative review on 2026-09-25. Trustpilot ranks it 30 of 42 in Energy Supplier. We last checked this profile on 2026-09-27 and found 0 new reviews. These are facts Trustpilot publishes about the profile, as of our last harvest.
Official complaint record
Citizens Advice (Q4 2025): 2.24★ Citizens Advice customer-service rating. source
Citizens Advice (Q4 2024): 2.52★ Citizens Advice customer-service rating. source
Citizens Advice (Q4 2023): 1.75★ Citizens Advice customer-service rating. source
Citizens Advice (Q4 2022): 1.5★ Citizens Advice customer-service rating. source
Citizens Advice (Q4 2021): 1.7★ Citizens Advice customer-service rating. source
Citizens Advice (Q4 2020): 1.85★ Citizens Advice customer-service rating. source
Citizens Advice (Q4 2019): 1.65★ Citizens Advice customer-service rating. source
Citizens Advice (Q4 2018): 2.2★ Citizens Advice customer-service rating. source
Citizens Advice (Q4 2017): 2.2★ Citizens Advice customer-service rating. source
Citizens Advice (Q3 2025): 2.41★ Citizens Advice customer-service rating. source
Citizens Advice (Q3 2024): 2.74★ Citizens Advice customer-service rating. source
Citizens Advice (Q3 2023): 1.56★ Citizens Advice customer-service rating. source
Citizens Advice (Q3 2022): 1.75★ Citizens Advice customer-service rating. source
Citizens Advice (Q3 2021): 2.7★ Citizens Advice customer-service rating. source
Citizens Advice (Q3 2020): 2.45★ Citizens Advice customer-service rating. source
Citizens Advice (Q3 2019): 2.1★ Citizens Advice customer-service rating. source
Citizens Advice (Q3 2018): 2.25★ Citizens Advice customer-service rating. source
Citizens Advice (Q2 2025): 1.97★ Citizens Advice customer-service rating. source
Citizens Advice (Q2 2024): 1.86★ Citizens Advice customer-service rating. source
Citizens Advice (Q2 2023): 1.9★ Citizens Advice customer-service rating. source
Citizens Advice (Q2 2022): 1.75★ Citizens Advice customer-service rating. source
Citizens Advice (Q2 2021): 2.65★ Citizens Advice customer-service rating. source
Citizens Advice (Q2 2020): 2.15★ Citizens Advice customer-service rating. source
Citizens Advice (Q2 2019): 1.95★ Citizens Advice customer-service rating. source
Citizens Advice (Q2 2018): 2.75★ Citizens Advice customer-service rating. source
Citizens Advice (Q1 2026): 2.35★ Citizens Advice customer-service rating. source
Citizens Advice (Q1 2025): 2.19★ Citizens Advice customer-service rating. source
Citizens Advice (Q1 2024): 2.08★ Citizens Advice customer-service rating. source
Citizens Advice (Q1 2023): 1.7★ Citizens Advice customer-service rating. source
Citizens Advice (Q1 2022): 1.6★ Citizens Advice customer-service rating. source
Citizens Advice (Q1 2021): 2.15★ Citizens Advice customer-service rating. source
Citizens Advice (Q1 2020): 1.75★ Citizens Advice customer-service rating. source
Citizens Advice (Q1 2019): 1.8★ Citizens Advice customer-service rating. source
Citizens Advice (Q1 2018): 2.2★ Citizens Advice customer-service rating. source
Ofgem (Q4 2025): 1266 complaints per 100,000 customers. source
Ofgem (Q4 2024): 923 complaints per 100,000 customers. source
Ofgem (Q4 2023): 797 complaints per 100,000 customers. source
Ofgem (Q4 2022): 734 complaints per 100,000 customers. source
Ofgem (Q4 2021): 607 complaints per 100,000 customers. source
Ofgem (Q4 2020): 747 complaints per 100,000 customers. source
Ofgem (Q4 2019): 615 complaints per 100,000 customers. source
Ofgem (Q4 2018): 1040 complaints per 100,000 customers. source
Ofgem (Q4 2017): 4294 complaints per 100,000 customers. source
Ofgem (Q4 2016): 3840 complaints per 100,000 customers. source
Ofgem (Q4 2015): 1467 complaints per 100,000 customers. source
Ofgem (Q4 2014): 1214 complaints per 100,000 customers. source
Ofgem (Q3 2025): 937 complaints per 100,000 customers. source
Ofgem (Q3 2024): 673 complaints per 100,000 customers. source
Ofgem (Q3 2023): 615 complaints per 100,000 customers. source
Ofgem (Q3 2022): 580 complaints per 100,000 customers. source
Ofgem (Q3 2021): 578 complaints per 100,000 customers. source
Ofgem (Q3 2020): 587 complaints per 100,000 customers. source
Ofgem (Q3 2019): 541 complaints per 100,000 customers. source
Ofgem (Q3 2018): 939 complaints per 100,000 customers. source
Ofgem (Q3 2017): 4146 complaints per 100,000 customers. source
Ofgem (Q3 2016): 3368 complaints per 100,000 customers. source
Ofgem (Q3 2015): 727 complaints per 100,000 customers. source
Ofgem (Q3 2014): 447 complaints per 100,000 customers. source
Ofgem (Q2 2026): 946 complaints per 100,000 customers. source
Ofgem (Q2 2025): 920 complaints per 100,000 customers. source
Ofgem (Q2 2024): 726 complaints per 100,000 customers. source
Ofgem (Q2 2023): 651 complaints per 100,000 customers. source
Ofgem (Q2 2022): 580 complaints per 100,000 customers. source
Ofgem (Q2 2021): 629 complaints per 100,000 customers. source
Ofgem (Q2 2020): 517 complaints per 100,000 customers. source
Ofgem (Q2 2019): 536 complaints per 100,000 customers. source
Ofgem (Q2 2018): 1389 complaints per 100,000 customers. source
Ofgem (Q2 2017): 6005 complaints per 100,000 customers. source
Ofgem (Q2 2016): 4652 complaints per 100,000 customers. source
Ofgem (Q2 2015): 703 complaints per 100,000 customers. source
Ofgem (Q2 2014): 360 complaints per 100,000 customers. source
Ofgem (Q1 2026): 1503 complaints per 100,000 customers. source
Ofgem (Q1 2025): 1048 complaints per 100,000 customers. source
Ofgem (Q1 2024): 835 complaints per 100,000 customers. source
Ofgem (Q1 2023): 745 complaints per 100,000 customers. source
Ofgem (Q1 2022): 554 complaints per 100,000 customers. source
Ofgem (Q1 2021): 780 complaints per 100,000 customers. source
Ofgem (Q1 2020): 763 complaints per 100,000 customers. source
Ofgem (Q1 2019): 878 complaints per 100,000 customers. source
Ofgem (Q1 2018): 3018 complaints per 100,000 customers. source
Ofgem (Q1 2017): 5685 complaints per 100,000 customers. source
Ofgem (Q1 2016): 2379 complaints per 100,000 customers. source
Ofgem (Q1 2015): 1238 complaints per 100,000 customers. source
Ofgem (Q1 2014): 1225 complaints per 100,000 customers. source
Official figures reported by the regulator/ombudsman named; independent of our review analysis.
Live service status: status.utilita.co.uk.
Forum footprint: 434 MoneySavingExpert forum discussions mention this company (browse). Roughly 1 of the top, relevance-sorted search results were posted in the last 90 days — an approximate figure by construction, not a true recency count. Recent thread titles: “Former OurPower customer getting nowhere with Utilita!”, “Help. Gas Meter Won't Top-up. Utilita Poor Customer Service.”, “utilita phone wait times”.
Elsewhere: 1.6★ on Google (0 reviews) · 4.4★ App Store (27,165) · 4.1★ Google Play (61,557) · 1.15★ Reviews.io (652)
TrustScore over time
4.3 → 4.3 across 15 census measurements since 2026-08-11. Our own record, independent of Trustpilot’s display.
Reply behaviour over time
Solid: % of negative reviews replied to. Dashed: typical days to reply. Both as reported on this company’s Trustpilot profile, recorded whenever our census re-checked it and a figure had changed — the gaps between points are not equal: 2026-08-11 (100%, 0.3d) · 2026-08-15 (100%, 0.3d) · 2026-08-18 (100%, 0.3d) · 2026-08-21 (100%, 0.3d) · 2026-08-24 (100%, 0.3d) · 2026-08-27 (100%, 0.3d) · 2026-09-01 (100%, 0.3d) · 2026-09-04 (100%, 0.3d) · 2026-09-07 (100%, 0.3d) · 2026-09-10 (100%, 0.3d) · 2026-09-13 (100%, 0.3d) · 2026-09-16 (100%, 0.3d) · 2026-09-20 (100%, 0.3d) · 2026-09-23 (100%, 0.3d) · 2026-09-27 (100%, 0.3d).
Severity: 40% of this company’s 619 graded complaints were classified as severe (money lost, an essential service cut off, or a problem unresolved for months). See the harm index.
1★ share of negative reviews over time
Share of 1–3★ Trustpilot reviews that were 1★
In April 2026, 80% of 51 one-to-three-star reviews were 1★; in September 2026, 79% of 38.
Counted from April 2026 onward — the period for which our capture of 1★, 2★ and 3★ reviews is complete for all three. Months with fewer than 10 such reviews are omitted.
Reviewers here waited a median of 0.8 days between the experience and publishing their negative review (667 reviews record both dates).
Official record vs what reviewers say
Solid: OFGEM complaints per 100,000 customers, Q1 2014 to Q2 2026 (84 quarters of official data). Dashed: our share of complaints about “support unhelpful” over our census window. The two series measure different things over different periods and are shown for context, not as a like-for-like comparison.
Regulator enforcement
- OFGEM, 2020-01-09 — On 29 October 2020, Ofgem confirmed its decision to resolve its investigation into Utilita and compliance with SLC 28A (PPM Price Cap) via Alternative Action. (notice)
- OFGEM, 2015-11-12 — The Authority has confirmed its decision to impose a £560,000 financial penalty and consumer redress package on Utilita. (notice)
Formal action published by the named regulator. Penalty figures are quoted as the regulator stated them; where no figure is shown the action carried none or none was published. Historic actions may predate current management or ownership.
Independent findings
Which?’s 2026 energy supplier survey scored Utilita across 15 published metrics.
- complaints performance: 7/15
- accurate payments: 2
- clarity of statements: 2
- contacting your supplier: 7/12
- customer communications: 2
- customer score: 68
- ease of contacting: 2
- overall customer service: 2
- smart meters: 10/10
- supporting customers who need it: 10/10
- switching: 2/5
- total score: 68
- usefulness of communications about energy costs: 2
- value for money: 2
- which assessment score: 68
These are the findings of the named independent body, reported here with attribution — they are not our conclusions and are separate from the review analysis above.
Measured reply time: across 663 negative reviews that received a public reply, the median wait was 0.5 days — the company profile reports an average of under a day.
Reply quality: of 663 company replies to negative reviews analysed, 77% engaged with the specific problem and 18% were generic templates.
What employees say
Employees rate Utilita 3.7★ overall from 13 reviews on Glassdoor — the inside view, kept separate from customer complaint statistics. Read the reviews there.
Review provenance: 460 company-invited reviews in the recent window average 4.68★, while 99 organic (uninvited) reviews average 2.24★.
33% of its 429 recent 5★ reviews came from accounts that had written only that one review when we captured it (the median across companies is about 39%). A high share is a reason to look closer, not evidence of fake reviews.
Sector benchmark: support unhelpful makes up 42% of this company’s complaints vs a 29% median across 111 ranked companies in its sector.
Review velocity: 5,276 of this company’s 112,695 Trustpilot reviews (5%) were written in the last 12 months.
What are the most common complaints about Utilita?
Support unhelpful
261 reports · 42% of complaintsrising since 2026-03“his attitude was very rude and no will to help at all, keep me on hold for very long times.”
The company replied on 2026-08-04: “Hello Hassan, I am sorry to hear of your experience when calling in and would like to help if I can. Unfortunately I cannot locate an account with the details provided. As such, I have requested more…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
3 readers marked this review helpful on Trustpilot.
“customer service tell me go to another shop to get key without verification code”
The company replied on 2026-08-04: “Hello Elaine, I am sorry to hear of the troubles you have faced getting a new key for your meter. I have tried to call on 04/08/2026 at 10:11 to offer my assistance, however, I was not able to get…”
Our classifier read this reply as a substantive response.
It promised: to escalate.
3 readers marked this review helpful on Trustpilot.
“Now they're taking a debt for a bill I don't owe, and charging a standing charge for gas, despite me never using gas”
The company replied on 2026-08-05: “Hello Kevin, Thank you for making us aware of this. After discussing the matter with our Prepayment Operations team, we've identified an issue relating to the tariff linked to your meter. I…”
Our classifier read this reply as a substantive response.
It promised: refund.
2 readers marked this review helpful on Trustpilot.
Support unreachable
167 reports · 27% of complaintsfalling“App charges you, but no top up. Customer service claim no transaction”
The company replied on 2026-04-10: “Hello Adam I have just called and left a voicemail, I will call again later today to go through the issues. Regards Catherine Update 10/4/2026 Hi Adam Thank you for your update. There was a…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
2 readers marked this review helpful on Trustpilot.
“difficult very nearily impossible, to contact a human being”
The company replied on 2026-04-09: “Hello Cameron I have just tried to call you and left a voicemail, I will call again tomorrow Regards Catherine Update 10/04/2026 Hi Cameron I have just tried to call you and left a voicemail, will…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
2 readers marked this review helpful on Trustpilot.
“still got charge a large amount”
The company replied on 2026-04-09: “Hello Rose Than you for your review, apologies for the inconvenience cause, I am currently in touch with the relevant team and will be in touch with the outcome Regards Catherine Hello Rose I have…”
Our classifier read this reply as a substantive response.
It promised: to escalate.
2 readers marked this review helpful on Trustpilot.
Billing errors
115 reports · 19% of complaintsrising since 2026-03“The fees for the court, locksmith and joiner are completely absurd given that no one obtained access to the property”
The company replied on 2026-08-05: “Hello Sammi, Thank you for bringing this issue to our attention. I have spoken with our Warrants team, who are currently investigating the matter for you. As part of their review, they are also…”
Our classifier read this reply as a substantive response.
It promised: to escalate.
2 readers marked this review helpful on Trustpilot.
“Now they're taking a debt for a bill I don't owe, and charging a standing charge for gas, despite me never using gas”
The company replied on 2026-08-05: “Hello Kevin, Thank you for making us aware of this. After discussing the matter with our Prepayment Operations team, we've identified an issue relating to the tariff linked to your meter. I…”
Our classifier read this reply as a substantive response.
It promised: refund.
2 readers marked this review helpful on Trustpilot.
“Utilita created a fictious invoice based on an event that never happened”
The company replied on 2026-06-16: “Hi Thanks for taking the time to leave a review. I'm really sorry to hear that there have been issues with the billing on your new property, and I'm keen to get this looked into for you further. As…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
2 readers marked this review helpful on Trustpilot.
Account/app problems
105 reports · 17% of complaintssteady“there’s a charge on my credit file for an outstanding amount of £30”
The company replied on 2026-04-07: “Hello Wendy, Thank you for your review, I have just left a a voicemail, to explain the outstanding amount, I will call again, to go through all the details Regards Catherine Update 8/4/2026 Hello…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
2 readers marked this review helpful on Trustpilot.
“My app and gas meter are not connecting properly”
The company replied on 2026-06-18: “Hi Sarah Thank you for taking the time to leave a review - I can understand entirely that you're concerned about your gas meter balance. I've checked it this morning, and it appears that there was an…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
1 reader marked this review helpful on Trustpilot.
“can't register on the site cause their system is so janked”
The company replied on 2026-04-13: “Hi Jamie, it was good speaking with you earlier. I tried to help, however you explained that you weren’t feeling well enough to talk at the moment and asked that I call you back in two days’ time. I…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
1 reader marked this review helpful on Trustpilot.
Poor core service
71 reports · 12% of complaintssteady“difficult very nearily impossible, to contact a human being”
The company replied on 2026-04-09: “Hello Cameron I have just tried to call you and left a voicemail, I will call again tomorrow Regards Catherine Update 10/04/2026 Hi Cameron I have just tried to call you and left a voicemail, will…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
2 readers marked this review helpful on Trustpilot.
“Currently on day 3 of no gas supply. Despite multiple live chats and phone calls I still have no gas supply”
The company replied on 2026-04-07: “Hello Mrs Paling Thank you for your review, I have just tried to contact you, but there is no voicemail facility on your phone. An engineer has attended the property and fixed the gas fault. A member…”
Our classifier read this reply as a substantive response.
It promised: to escalate.
2 readers marked this review helpful on Trustpilot.
“Three days of no gas despite being in credit. Difficult to deal with/ access a human”
The company replied on 2026-08-05: “Hello Matthew, Thank you for taking the time to discuss your review with me this afternoon. As discussed on the review, I will pass back any relevant feedback to the agents you spoke with and am glad…”
Our classifier read this reply as a substantive response.
1 reader marked this review helpful on Trustpilot.
Missed appointments
58 reports · 9% of complaintsrising since 2026-03“7 weeks passed now they have called to say the engineer is unavailable at the date I have been booked in for.”
The company replied on 2026-08-04: “Hello Karen, I am sorry to hear of your experience with engineer appointments and would like to help if I can. Unfortunately I cannot locate an account with the details provided. As such, I have…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
3 readers marked this review helpful on Trustpilot.
“appointment was supposed to be in the morning from 0800am to 1200 noon, but no one came.”
The company replied on 2026-04-07: “Hello We understand your frustration with the recent experience. We strive to provide excellent customer service and are disappointed to hear that your call did not meet your expectations. We value…”
Our classifier read this reply as a substantive response.
It promised: to escalate.
2 readers marked this review helpful on Trustpilot.
“Stayed in today for the allotted appointment time and even cancelled plans and no engineer bothered to turn up”
The company replied on 2026-08-05: “Hello Mark, Thank you for taking the time to speak with me this afternoon. As discussed on the call I am pleased that your job has now been rescheduled for next week. I have updated the priority on…”
Our classifier read this reply as a substantive response.
2 readers marked this review helpful on Trustpilot.
Compare Utilita with…
Method: reviews are classified into a fixed complaint taxonomy by an automated reader; every category shown is backed by at least two verbatim quotes from distinct reviews. Trends are computed from dated review counts only. Negative reviews are deliberately over-sampled for evidence depth; headline percentages use an unbiased recent sample only. Report updated 2026-09-27.