We offer all customers three ways to pay through our free smart meters. You can choose to Pay As You Go, pay by Direct Debit or pay on receipt of an invoice. Whichever payment method you choose, our ‘One Price Fits All’ philosophy means, the price you pay stays the same.
If you choose to Pay As You Go, you will pay for your energy in advance. Our smart meters will provide you with ‘Emergency Credit’ to give you extra time to top-up if you ever need it and ‘Friendly Credit’ so you never lose supply during evenings, weekends and bank holidays.
There are several quick and easy ways to top-up the meters:
More detail on how to top-up using each top-up method can be found in the User Guide provided to you when we install your smart meters.
|Minimum top-up per meter||Maximum top-up per meter|
|Any PayPoint outlet||£2||£45|
|Online & Mobile App||£10||£175|
|Automated Top-up Line: 03452 068 333||£5||£50|
Setting up a direct debit can be a very convenient way to buy your gas and electricity. When calculating your monthly Direct Debit, we will consider your annual energy usage. This amount can be adjusted by contacting our Business Customer Service Team.
We will always comply with the Direct Debit guarantee.
Customers choosing to pay on a monthly basis will be sent a bill every month. You can pay your bill by BACS, credit card, debit card or the BillPay card.
If you have chosen to pay on receipt of an invoice, you will receive a bill every month which will break down your energy usage and specify whether this is based on actual or estimated reads. Direct Debit customers will receive a monthly statement to show what they have paid and whether they have covered the cost of the energy they have used. This allows you to adjust your direct debit amount if necessary. Pay As You Go customers pay for all their energy up front, eliminating the need for a monthly bill. However, we will send you an annual statement or upon request to allow you to monitor how much energy you have used in kilowatt hours and what you have spent.
If you disagree with an estimated bill, you are always entitled to submit your own meter readings and we will adjust your bill accordingly. We will accept your first reading providing that it is reasonable, but reserve the right to send our own representative to validate the information provided. If you have a disability which prevents you from reading your meters, please let us know.
If you think that your bills are being affected by a faulty meter, then we may ask you to keep a record of your energy usage for a few days as a preliminary investigation. If you ask us to send an engineer out and there is nothing wrong with your meter(s), we may charge you for the visit and this debt will be added to your bill or Pay As You Go meter.
If you fall behind with payments, then we will write to you and let you know how much is outstanding. We will discuss the options available to you in order that you can clear any outstanding debt. We may agree to a reasonable payment plan with us and do not miss any payments under this plan, you will not be liable for any further action. Under certain circumstances, we may ask you to switch to a prepayment method in order to recover any outstanding debt.
You need to ensure that you take final meter readings on the day you move out of your business premises, and take start reads on the day you move in to a new business premises. This will ensure that you only ever pay for your own electricity and gas and that any final bill or statement that we send you is accurate. You can do this by completing and sending us a Change of Tenancy form available at www.utilita.co.uk/business/help/resources
If you think that you may find another payment method easier to manage, for instance Pay As You Go rather than Direct Debit, then contact us and we will do our best to accommodate you. There are some circumstances where you may be unable to change, for instance if you are paying off a debt through a Pay As You Go meter.
If you operate in rented business premises, you should be aware that your landlord is not allowed to make a profit from reselling fuel. Utilita cannot become involved in any dispute between a landlord and tenant, but we can offer advice on the maximum charges specified by Ofgem, the gas and electricity regulator.
We’ll do everything we can to help you but if you would like impartial advice on a consumer related issue the following independent organisations can offer free and confidential advice.
Citizens Advice Consumer Service
Call - 03454 040 506
Website - www.energysavingtrust.org.uk
Energy Saving Trust
Call - 08005 120 12
Website - www.energysavingtrust.org.uk
Call - 08008 084 000
Website - www.nationaldebtline.co.uk
If you would like a copy of this, or any other code of practice in Braille or audio form, please get in touch. Copies of this document can be posted to any of our customers free of charge.
The most important thing to remember is your safety. There are a number of precautions that you can take in order to ensure that you are not exposed to any danger from your gas or electricity supply.
If you smell gas, follow this advice from the National Gas Emergency Service:
National Gas Emergency Service number - 0800 111 999
(Do not phone from a mobile phone as this may ignite a spark)
If your meter is NOT in a basement, cellar or confined area, turn off the gas supply at the emergency control valve handle. The valve can be found near to the meter. Turn the handle through 90 degrees so that it is at a right angle to the pipe.
Now follow the basic safety advice below.
If the meter is in a basement, cellar or confined area do not enter the area to turn off the supply; follow the steps below.
Carbon monoxide is a very dangerous gas. It is colourless and has no taste or smell. If your business gas appliances are faulty, or there is not enough ventilation in the room, carbon monoxide may be produced.
To keep your household safe you can:
Orange or yellow gas flames. Gas flames should be blue.
Sooty stains or discolouration on or by the appliance.
Symptoms of carbon monoxide poisoning include: headaches, drowsiness, sickness, giddiness or stomach pains.
Many of the symptoms are similar to those of flu, food poisoning, viral infections, or simple tiredness. Other warning signs that suggest carbon monoxide poisoning include:
Electricity is safe if you use it responsibly, but carelessness can lead to accidents. When using electricity, make sure you take the following precautions:
There are several reasons why a Utilita representative may call at your business premises:
Direct employees or contractors working on our behalf to attend to your business premises through arranging appointment slot. We ask for someone over the age of 18 to remain in the premises for the duration of the arranged time slot. As a customer, you can decline a proposed visit and reschedule it for a more convenient time.
If for any reason we miss you, we may leave a card to let you know that we’ve called. We can’t guarantee that we can get back to you on the same day, but if you call our Business Customer Services team, we will reschedule the appointment as quickly as possible.
Other planned visits may include attending the premises in relation to faulty meters or revenue protection activities. Our disclaimer for planned visits regarding access to your premises is outlined here below.
Disclaimer - for planned visits to your business premises
When our engineer attends your business premises for a planned visit, you should be aware of the following:
If the engineer attends the property between the times we specify and that you have agreed to, and they are unable to gain access to your premises or the meters, you may be liable for a missed appointment charge.
All our charges are available on our website in the Guaranteed Standards of Performance.
The installation of our smart meters typically takes between 1-2 hours. The power in your premises will need to be turned off for a short time during this period, so we can safely carry out the exchange of your electricity meter.
You will need to ensure the area around your meter(s) is clear, by removing any obstructions and safe. If your meter(s) is hidden, please ensure all fascias are removed so it is accessible before the engineer is due to attend.
If we fail to attend in the timed appointment slot we specify and that you have agreed to, you may be entitled to £30 compensation. The time specified is the time the engineer should arrive on site by and not the time the job should be completed by.
If the engineer attends and finds either your gas or electricity supply to be unsafe, where possible, they will complete the install of the new meter(s) but leave the affected supply(s) disconnected. It would then need to be made safe by a third party, usually a Distribution Network Operator or Gas Transporter, before your supply can be reconnected safely.
If the engineer attends but is unable to complete the install, a secondary visit will be required to carry out a site survey before we can carry out the safe installation of your meter(s).
On occasion, we may send our staff or contractors to attend your premises to undertake several activities. If you have any doubts regarding whether the attendant is a genuine Utilita representative, please do not grant access to your business premises. All staff and contractors working on our behalf will carry identity cards.
Each of our representatives will wear a valid photo ID badge, but not necessarily with the Utilita logo on it. This is because, to deliver the best service possible, we sometimes outsource engineering work or meter reading to external Meter Operating Companies. These representatives will always be trained to meet our high standards of practice, but do not be alarmed if they are not wearing Utilita uniform as they are still working on our behalf.
You should always check the identity and business of any person before letting them into your business premises. All visiting representatives have an identity card that they will show you without being asked. They will also confirm the exact reason they are calling.
You should check the card thoroughly; it should contain the following information:
The person who lets the engineer in must be over 18. Whether they are coming to fix your meters, or fit your property with new smart meters, their identity can be verified by any member of our Customer Care Team. If in doubt, call us on 03303 337 442.
Utilita supplies your electricity and/or gas but does not own the pipes and wires used to transport these around the country. These are provided by national or local grid and pipeline companies (‘Network Operator Companies’ NOC’s). These Network Operator Companies carry out the same duties for Utilita as any other national utility supplier under the terms of their licences.
Occasionally a Network Operator Company might need to work on the pipes and wires that connect to your home, we will always try to give you advance warning of this, but in case of an emergency they may let you know directly. These Network Operating Engineers will rarely need to come into your property, as it is up to us as your supplier to maintain your meter.
Once you are installed with smart meters, we can read them remotely. In the lead up to this, we may have to send someone to read your meters manually. Like many suppliers, we sometimes use an external Meter Operating Company to ensure that all of our customers are billed accurately. You are by no means obliged to let anybody into your house and in most situations we can supply you with a meter reading card for you to fill in yourself.
If we have been unable to obtain any sort of payment, we may resort to using debt recovery agents. We are reluctant to do this and will help you avoid this eventuality as best we can, so please contact us if you fall into debt and feel that you cannot cope. There are strict rules governing debt recovery agents and you can learn all about your consumer rights by calling the Citizen’s Advice Bureau or checking their website. Their contact details can be found at the bottom of this page.
Where we can make a prior arrangement and time for a visit we will. Our appointments are divided into four time slots, ‘am’ and ‘pm’.
All appointments are specified to a 4-hour period. This does not mean the installation will take the indicated time period. You can decline a proposed visit and reschedule if it presents an inconvenience to the business schedule. Charges may be applicable where appointments are rescheduled in less than 24-hours prior to the appointment date and time. We will not be able to guarantee appointments that are outside working days and working hours.
In the case that we are unable to make the appointment, we will contact you in advance to make prior arrangements for this. Regulatory conditions may be applicable to instances where compensation is awarded for breaches.*
One way to manage your spending is improve the efficiency of your business premises. All our Business Customer Services Advisors are trained to offer you advice on saving energy and will send you out an energy efficiency pack on request. Smart metering also helps you to monitor and control your usage and carbon emissions, helping you to implement greener business practices and save you money.
This guide shows how to identify measures where energy and cost savings can be easily made with little or no cost. It is designed for use by anyone new to carbon saving (especially in smaller businesses) and recognises that not everyone has the time or resources to undertake a full carbon management programme!
The need to identify where energy saving can be made is essential to start!
By looking at Conducting a walk round with a checklist will identify:
Opportunities for saving show energy is consumed will let you see where to save!
The areas to look at on a walk round are heating, lighting, office equipment and, if applicable, factory and warehouse equipment.
Overheating is often the result of heating areas that do not need to be warmed (such as storage areas or corridors) to the same temperature as those that do, such as occupied areas. Overheating can also be the result of poor control of heating systems.
When were the heaters or boilers last serviced?
Heating costs can increase by 30% or more if the boiler is poorly operated or maintained.
Is there evidence of use of portable heaters?
Portable electric heaters are expensive to run. If portable heaters have to be used, install a simple time switch so they turn themselves off after a designated period, for instance 30 minutes.
Are there heaters and air conditioning units operating simultaneously in the same space?
Simultaneous heating and cooling of a space is commonplace and wastes a lot of money. Set a ‘dead band’ of 5°C between heating and cooling, to avoid this happening.
What type of fluorescent tubes are in use?
Slimline fluorescent tubes (26mm diameter) use 10% less electricity and are cheaper to buy than the older 38mm tubes.
Are standard (tungsten) light bulbs still being used?
Is there an opportunity to use LEDs?
LED lighting can provide substantial energy savings. LEDs typically have a long lifetime and will need less frequent replacement than many other lighting types.
Is the exterior lighting always switched off when it is not needed?
Are lights switched off when the premises are not occupied?
Apart from heating and lighting savings, energy consumption in offices can be reduced by looking at the way equipment is used. In an air conditioned office, it can take half as much energy again to remove the heat generated by office equipment as it takes to run the equipment in the first place.Have the computers got in-built energy saving features?
Are computers left on overnight?
Are photocopiers located in air-conditioned areas?
Is equipment left running when it is not being used?
Are Higher Efficiency Motors fitted?
Are Variable Speed Drives (VSDs) fitted to equipment?
Are the seals on refrigerated areas/equipment in good condition?
Make sure that doors to refrigerated areas are being kept closed?
Is the refrigeration equipment well maintained?
Step 1: Make someone responsible!
Step 2 Plan and organise!
Step 3: Involve the staff!
At Utilita Energy we pride ourselves on delivering excellent customer care, but we understand we may not always get everything right. If you are not satisfied with any part of our service, we want to know. We take all complaints very seriously and any feedback we receive is used to further develop and improve our service, staff performance and products.
If you contact us because you are unhappy with our service, we are confident that our Business Customer Service Team will be able to provide you with a quick and effective resolution. However, if we are unable to resolve any matter to a satisfactory level, our Complaints Handling Procedure is simple and we’ve made sure it is easily available to customers. It takes you through the steps involved in making a complaint, including:
If you’re unhappy with our service you can notify us by phone, email or post:
Call us 03330 156 662
Email us email@example.com
Write to us at Utilita Energy Limited, Hutwood Court, Bournemouth Road, Chandlers Ford, Eastleigh, SO53 3QD
The process for how we will attempt to resolve your complaint will depend upon how you raised the complaint with us.
If you raised the complaint over the phone: Our aim is to resolve any complaint on the first call. All of our Business Customer Service Advisors are trained to deal with complaints, but if they are unable to resolve your query, they will escalate it to a specialist team or seek assistance from a manager.
If we cannot solve the problem at this first point of contact and we have not done so within 24 hours, or if the matter requires further investigation, we will call you or write to you (if we can’t get through to you over the phone) to let you know. We will then continue to keep you updated with the status of your complaint.
If you have informed us of your complaint by letter or email: We will respond to you via the same contact method, (unless you specifically request otherwise) within 5 working days of us receiving your complaint.
Each complaint is dealt with on an individual basis so we can deliver appropriate responses and take a suitable course of action tailored to each individual customer’s circumstances. Typically the outcome of a complaint may consist of any of the following:
If we are not able to resolve your query immediately we will tell you within 5 working days and explain the next steps we plan to take. You should expect to receive a full and detailed response within 10 working days of your first letter or email. If you tell us that you are still not satisfied with the outcome, we will pass the matter on to a Customer Relations Team Leader. In this instance you can expect to receive our final response by letter within 5 working days of the Team Leader receiving your complaint.
If you are unhappy with the way your complaint has been handled, we can provide you with an internal review of its handling to ensure that it has been or it is being dealt with appropriately.
We do all we can to ensure that complaints are resolved in a satisfactory and timely manner, and go above and beyond to avoid unresolved issues. However, if you are still unhappy about the final outcome or how we have handled your complaint there are various independent organisations that can help. Please see overleaf for further information.
We are pleased to work with external Third Party Intermediaries/energy brokers who might contact you to offer you information about our services. All representatives are trained to meet our high standards of service, however, if they fall short of these standards and you raise a complaint with us, the following steps are taken:
In order to deliver the best service possible, we sometimes outsource engineering work to external Meter Operating companies. All engineers are trained to meet our high standards of service, however, if they fall short of these standards and you raise a complaint with us, the following steps are taken:
If you are unhappy with the final outcome of either an engineer or TPI complaint, there are independent organisations that can help. Please see below for more information.
The Citizens Advice Consumer Service provide free, confidential and impartial advice on consumer issues. To ‘Know your rights’ visit www.citizensadvice.org.uk/energy for up to date information.
Contact Citizens Advice:
Call 03454 040 506
Address Citizens Advice, Consumer Service, PO Box 833, Moulton Park, Northampton NN3 0AN
The Ombudsman can also help small and micro business customers. This is defined as a company which has:
an annual consumption of electricity of not more than 100,000 kWh, or gas consumption of not more than 293,000 kWh;
or fewer than 10 employees (or their full-time equivalent), and an annual turnover or annual balance sheet total not exceeding €2 million.
The Ombudsman can help if your complaint is unresolved by us as your supplier after eight weeks or if we cannot agree on a resolution (we call this ‘deadlock’). We will write to you explaining our position and your right to refer your complaint to the Ombudsman Services: Energy.
The Ombudsman’s role is to help to resolve complaints. It is an independent service and free for customers to use. It has the authority to resolve complaints by requesting any or all of the following:
If you accept the Ombudsman’s decision we are obliged to take this action.
The Ombudsman can also decide that the actions we have already taken, as your supplier, are suitable and no further action is required. You can decline to accept the decision and you will not be bound by it or incur any charge.
The Ombudsman Services: Energy scheme is approved by Ofgem, the UK gas and electricity regulator under the Consumers, Estate Agents and Redress Act 2007.
Contact the Energy Ombudsman:
Call 03304 401 624
Fax 03304 401 625
Text 03304 401 600
If you wish to pursue your complaint elsewhere, you are free to do so however, you would lose your right to resolve the complaint through the Ombudsman.
There are Complaints Handling Regulations in place for the energy industry. If you would like a copy of the Gas and Electricity (Consumer Complaint Handling Standards) Regulations 2008 SI.2008 No.1898, please visit legislation.gov.uk
To get a paper copy, simply call the Stationery Office (TSO) on 03332 025 070.
Click here for a downloadable copy of this complaints document.
Alternatively, you can ask us to post a copy to you, just contact us on 03330 156 662.
As your supplier, we want to always offer you the highest standards of service possible. In order to do this we aim to meet the following standards of performance to make your experience with us as your supplier, the best possible.
If you request an appointment or we need to visit your business premises, we will offer you an appointment within a reasonable timeframe and a maximum four hour time slot, during working hours, or if acceptable to you, a morning appointment up until 1pm or afternoon appointment after 12pm.
We will not rearrange an appointment less than 1 working day before the date of the appointment, without obtaining agreement from you to rearrange. We must also keep a written record of your agreement to rearrange.
If we fail to meet these standards you may be entitled to a payment of £30.
If you believe that your credit meter is not working correctly, and you report it to us, we will take the following steps within 5 working days:
If a prepayment smart meter develops a fault, it could result in loss of supply. If this occurs and we cannot resolve the problem for you over the phone, we guarantee to visit and put the problem right.
If the meter fault is reported between 8am and 8pm, Monday to Friday (working days), we will attend within 3 hours. If the meter fault is reported at the weekend or on a bank holiday between 9am and 5pm, we will attend within 4 hours. These are maximum time frames only; we strive to attend sooner than this where possible.
If you let us know about a meter fault outside these times, and we can't attend the same day, then we will attend before 11am the following working day, or 12pm on weekends and bank holidays.
If we fail to meet these standards you may be entitled to £30.
Where we have disconnected the gas or electricity supply to your property, due to unpaid gas or electricity charges, we can reconnect the relevant supply once these have been paid or a repayment plan has been agreed.
We will then reconnect your gas and/or electricity supply to the property within 24 hours. If the relevant payments are made or the repayment plan is arranged outside of working hours, the 24 hour period will begin at the start of the next period of working hours.
If we fail to meet these standards you may be entitled to £30.
We may be asked by electricity distribution companies or gas transporters to pay compensation to you in some circumstances where you have lost supply.
The network company will let us know who is due compensation and how much. If you are identified as a customer who is due a payment we will let you know of this and make payment to you within 10 working days of us receiving the payment.
If we fail to meet these standards you may be entitled to £30.
If we fail to meet any individual Standards of Performance, set out here and where payment applicable, we must for each failure, make a payment of £30 to you the customer, within 10 working days.
If we fail to make the payment we must for each payment, pay you a further £30 within 10 working days.
This also applies to failure to make the above ‘Distributed Payments’ (where a payment is applicable).
Based on the Residual Fuel Mix Table for Tax Year 2015/16
Utilita Fuel Mix
UK Average Fuel Mix*
*Ofgem regulations state values must be rounded to the nearest whole percent if >1% so values may not add up to 100% as a consequence
Business Customer Service Team: 03330 156 662
Moving Business premises: 03330 156 662
9:00am - 6:00pm Mon - Fri
Automated Top-Up Line: 03452 068 333
8:00am - 8:00pm Mon - Fri
Emergency Line: 03452 068 999
8:00am - 10:00pm everyday
Meter Reading Line: 03452 093 750
24 hours everyday
What to do if you smell gas:
If in doubt, always call the National Gas Emergency Number: 0800 111 999