FAQs

Switching

We are licensed by Ofgem, the energy regulator, to provide gas and electricity and we meet all required industry regulations.

No, we will handle the whole process for you. The transfer will be completely seamless as the same pipes and wires are used by all suppliers.

No. Our smart meters are designed to help you save energy and money, so we don’t believe in charging you for them.

If you are on a Fixed Price Energy Plan the price you pay will only change if the information you provided us with was incorrect or if your energy needs change.

If your premise is covered by an active Fixed Price Energy Plan, each contract will run from the date that you signed an Application form, submitted your Application over the internet, or made an Application on the telephone and will cease on your contract end date. Please note that Termination Notice should be provided up to 30 days before the end of your Fixed Price Energy Plan period. If you wish to terminate your contract before the expiry date, we may ask you to pay a termination fee.

If you switch supplier or end your contract during a fixed term contract period then you will have to pay a termination fee (see condition 11.4). The termination fee will be 10% of your monthly price multiplied by the number of months remaining in your fixed term contract. Your monthly price will be based on a twelfth of your estimated annual consumption multiplied by your energy rate plus any standing charge.

For example, If your Cost per annum = £3,600

The termination fee will be £90 if: Number of months remaining in fixed period = 3

Or the termination fee will be £240 if: Number of months remaining in fixed period = 8

Or the termination fee will be £390 if: Number of months remaining in fixed period = 13

We will supply you with a monthly bill or statement via your Online Account (showing you a breakdown of our charges). You may request bills and copy statements via email or post and we will endeavour to provide them; however, we there will be a small charge for these additional documents.

Your current supplier can object to you switching, but only under specific circumstances, which will be set out in your contract. Some typical reasons include: *if you are in debt with your supplier, *if you are still bound by your contract, because you are on a Fixed Energy Plan where the term has not ended.

But your supplier cannot object if: *you are not signed up to any contract because you are on a deemed contract, *your contract has expired and you are not bound by its terms.

If your current supplier does object to your switch, they are under licence obligations to tell you this as soon as possible. They must also tell you: *the reason why they have objected, *how you can resolve this if you think you have a case.

It is a document that will enable a Third Party Intermediate (TPI) / Agent to work on your behalf; they will need to contact your current supplier and access your data in accordance with the Data Protection Act - and for that, they need your authorization.

Moving In or Out?

If you are moving out of your premises, we will ask you for a final meter reading. This is important to determine if there is any debt on your meter or if there is money to be credited back to you.

Please leave your Smart Energy Monitor, User Guides and top-up cards for the next occupier, so they can contact us about topping-up their meter.

If you have moved into a new property where the energy is already supplied by us, we will still ask for a current meter reading. This is to enesure that your billing is accurate and you do not take on anyone’s previous debt.

You can take a meter reading anytime directly from your Smart Meter once we have completed the installation of the meter(s). To obtain an electricity meter reading, press the number 9 button once on your electricity meter. To obtain a gas reading, press the number 9 button twice on your gas meter. If you have our two-rate electricity smart meter installed then you can also see your electricity readings from your Smart Energy Monitor as well as being able to take it from the meter by pressing the number 9 button once.

For more information on how to take meter readings, please see our user guides.

There are several quick and easy ways to submit a meter reading:

*Online

*Via our Automated meter reading line: 03452 093 750

*Via text message (text 'Utilita' followed by your account number then 'Elec' - meter reading and/or 'Gas' - meter reading to 84433 (SMS charged at your standard network rate)

*Via email: meterreadings@utilita.co.uk

Installation

We aim to install your Smart Meter within 4 weeks of your supply start date. We will contact you to arrange a suitable date and time for your installation.

Our smart metering equipment is installed by a fully qualified Utilita engineer or regulated sub-contractor. Installs typically take between 40-60 minutes. Occasionally the installation may require two visits to complete. We will visit your premise and conduct a site survey and if possible we will install your meters on the day. If the survey shows that we may need additional equipment, we will arrange a second appointment. If the engineer attends and finds anything unsafe with the gas or electricity supply, they will complete the install and leave the supply(s) disconnected until it has been rectified by a third party.

We do require someone to remain on site whilst the install takes place (even if your meters are outside).

Important: Please ensure the area around your meters is clear of obstruction to ensure your install is as quick and as easy as possible.

Even though we try to book installs as soon as possible, unfortunately this is not always possible due to engineers’ availability in your area. We will contact you when there is availability in your area to arrange your installation - typically, the installation is booked for within 4 weeks after the supply start date.

Alternatively, you can book online or by contacting one of our Business Customer Service Advisors on 03330 156 662.

If you have not received confirmation within 24 hrs there may have been an error. Please contact us 03330 156 662 and one of our Business Customer Service Advisors will be happy to assist you.

If an engineer attends the property between the times specified and is unable to access the property or the meters, you will be liable for a call out charge of £90.00

Yes, during your smart meter installation your supply will be turned off for a short while. Please note that sensitive equipment should be unplugged before the installation. If you have any doubts, a qualified Utilita Energy engineer or regulated sub-contractor working on the installation will be able to assist you and give you more information on the day.

Our engineers can only install your new meters in the same location as your existing meters, however the Smart Energy Monitor, which allows you to monitor your credit balance and energy usage, can be plugged in anywhere in your property. Our remote top-up service means you do not need to access your meters directly to top-up.

Topping-up

You can generate a free digital top-up e-card here, simply pick the type of card you need and we’ll email it to you. Then print it off or present your smartphone to be scanned at any PayPoint outlet.

Alternatively, if you’d like a replacement card, please note that it takes approximately 8 working days to be delivered and there will be £6 charge added to your meter.

There are several easy and quick ways to top-up:

  • Top-up online (All you need is your top-up card(s) and a payment card)
  • Download our App
  • Go to a PayPoint and use your top-up cards (payment will be sent automatically to your meter(s), but please note, it may take up to 30 minutes to arrive)
  • Call 03330 156 662, please make sure you have your top-up card number to hand (these are 19 digits long and can be found on the front or back of your top-up cards). You will also need your payment card details.
  • Send SMS (remember first to register your mobile number and payment details online)

Yes. If there is an error and the credit does not get issued to your meter, you will need your receipt to enter the vend code into your meter to activate the top-up.

Once we have confirmation from your current supplier and have received all the information we need to successfully take over your supply, we request our card manufacturers to create and send out a new key/card for you to use. We do try and ensure that it arrives on the date that your supply gets taken over by Utilita. If you have not received the key/card after being with Utilita for 10 working days, please contact our Business Customer Service Advisors 03330 156 662.

The minimum amount that you can top-up varies by payment method: Any PayPoint outlet £2, Online & Mobile App £10, Automated top-up Line: £5, Text Message £10.

Maximum top-up per meter: Any PayPoint outlet: £175, all other top-up methods: £500

When your smart meters are installed, our engineer will give you your top-up card(s) and explain how they work.

No, each card is unique to its own meter in order to make them secure, so top-ups cannot be made on one card and transferred to another.

PayPoint outlets are clearly signposted with the two ‘P’s on a yellow background; you can find a full list of them here. Alternatively, you can call our Business Customer Service Advisors on 03330 156 66 (Mon to Fri 08:00 to 18:00) and they will be able to tell you where your nearest PayPoint outlets are.

If your meter runs out of credit at any time of day, you have access to 'Emergency Credit', giving you time to top-up. Important: please note you must always activate it to be able to use it and prevent your supply turning off when your meter reaches £0.00. Your Smart Energy Monitor will notify you, - be aware, this will need to be repaid when you next to top-up, so you are in positive credit by at least £1. In some cases you may be able to activate your Emergency Credit at your main meters, even if your supply has already turned off.

If the Emergency Credit itself runs out after 6pm (Monday to Friday), the supply will not go off until 9am the next day, giving you time to buy more credit in whichever way suits you. This additional facility is called 'Friendly Credit' and is accessible during evenings - 6pm to 9am Monday to Friday, weekends and bank holidays, to ensure continuous supply at these times.

Although it is useful to have the convenience of 'Emergency' and 'Friendly Credit', Pay As You Go smart metering works best when you keep your meters topped-up. As with all Pay As You Go meters, if you run your credit down to zero and get disconnected, you will need to top-up so you are in positive credit of at least £1.00, in order to get your supply back on.

Smart Meters

Your Smart Meter can provide a wide range of helpful information such as your usage, tariff, top-up, loss of power and much more. Additional information on how to use your meter and Smart Energy Monitor can be found in our User Guides.

If you run out of credit and it is not during a Friendly Credit period, you will be asked if you would like to accept Emergency Credit. An alert will appear on your Smart Energy Monitor similar to the below image. To accept the credit, simply press E-Credit.

If your Smart Energy Monitor has not updated due to lack of network, you should go to your meter. If the display screen is dim, press any button to light it up. Press the “B” button, then the number “7”. There will then be a message displayed on the screen saying “Emergency Credit offer, Press A to accept.

You should press 7 and then the emergency credit will be applied to your meters.

Your Smart Energy Monitor can be positioned almost anywhere within your premises - however, because it runs from a Home Area Network (similar to Wi-Fi), you should always try to position it close to both of your meters when possible. This means that you shouldn't experience any problems seeing up-to-date top-up or balance information.

You should be able to find useful information in our User Guides to help you in case of a fault in your meter. If you still cannot resolve a fault, please contact us on 03330 156 662 so we can assist you further.

Our meters meet the government's smart meter specification; so another supplier shouldn't need to change your meters. However, in the event they do need to change your meters to maintain your supply, they are not allowed to charge you. If you require your meters to be removed for any other reason, we advise you discuss the matter with your new supplier for clarification.

Energy Usage

Part of our promise to you is to do all we can to help you save energy and money.

Please visit our Energy Efficiency page and helpful tips from Energy Saving Trust

Loss of supply

Call 105, National Power Cut Helpline open 24hrs, 7 days a week. They will be able to put you straight through to the right organisation responsible for fixing power cuts in your local area (It is free to call from most landline or a mobile phone)

General

  • Open doors and windows for ventilation
  • Do not use matches or naked flames
  • Do not turn on or off any electrical switches
  • Do not use mobile phones
  • If it is safe to do so, turn the gas off at the meter unless the meter is located in the cellar/basement
  • If an electrical security entry lock/phone is fitted, then this must not be operated. The door must be opened manually
  • Call the National Gas Emergency Helpline: 0800 111 999

The Climate Change Levy (CCL) is a government tax on energy for business customers. The tax is levied on all business users of energy, including the public sector, at the point of final consumption. The tax aims to reduce energy use to help the UK meet its emissions targets, which will help combat climate change.

All UK businesses need to pay Climate Change Levy. Click here to find out more.

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