Dealing with an energy account when a friend or family member has passed away

We understand that dealing with the affairs of someone who has passed away is never easy – especially when you’re grieving. We’re here to support you as much as we can during this process to hopefully take some pressure off.

Here is some useful information on what you need to do about their Utilita Energy account and external organisations that can provide additional support if you need it.

Life Ledger

The first thing you’ll need to do with the account is let us know that the account holder has passed away. We understand that dealing with bereavement can be a sensitive time and want to make the process of notifying us as simple for you as possible, so we recommend using Life Ledger.

Life Ledger launched in January 2021 as the first consolidated platform to notify multiple companies in multiple sectors of a death. A “Tell Us Once” for the private sector. Today, Life Ledger’s free, easy-to-use service sends notifications to over 700 companies in the UK, with more being added daily.

If you wish to contact us directly, you can do this in a number of different ways.


Telling us that someone has passed away

The first thing you’ll need to do with the account is let us know that the account holder has passed away. You can do this in a number of different ways:

  • Email us

    Get in touch with us by emailing customerservices@utilita.co.uk

  • Live Chat

    Contact a member of our Live Chat team on our website who can support you through the process.

  • Write to us

    You might find it easier to write to us. Our address is Utilita Energy Limited, Hutwood Court, Bournemouth Road, Chandler’s Ford, Eastleigh SO53 3QB

  • Call us

    If you’d rather speak to a member of our Customer Services team, call us on 0345 207 2000.

    Lines are open Mon-Fri 8am–8pm and Sat 8.30am–2pm.


Information we’ll need

Please include the following information when you contact us (or have it to hand if you call us):

  • Your name and contact details (including phone number and postal address)

  • The Utilita Energy account holder’s details

  • Contact details for the solicitor who is the administrator of the estate (if you have one)

OR

  • Contact details of the Executor (or the administrator of the estate)

  • Up-to-date meter readings

In some circumstances, we may also need a death certificate, coroner’s certificate, grant of probate or letters of administration.


What happens next

When you get in touch, we’ll let you know what will happen with the energy account. Once we’ve received all of the information we need, we’ll update the account. Any further correspondence will be sent to the postal address you give us.

Please be aware that if we’ve already sent a letter or bill before you contact us, we won’t be able to stop these arriving.

We can also help you with reading the meter, understanding bills, changing tariffs, and any other questions you might have. If you’re worried about bills, struggling to manage your finances or anything else, our Bereavement Team are here to support you.


Other help and support

Citizens Advice

Citizens Advice can offer support and advice. They can provide free, impartial and confidential advice for registering a death, funerals, wills, intestacy, income maximisation, counselling, and financial affairs. They’ll also signpost you to your local Citizens Advice who can put you in touch with support groups near you.

You can contact an adviser through our national phone service:

Adviceline’s available 9am to 5pm, Monday to Friday. It’s usually busiest at the beginning and end of the day and closed on public holidays.

The Samaritans

Samaritans is a registered charity aimed at providing emotional support to anyone in emotional distress and struggling to cope.

Call free on 116 123 or write to them at jo@samaritans.org

Cruse Bereavement Care

A national charity for bereaved people.

Call free on 0808 808 1677 or 0845 600 2227 (Scotland) or write to them helpline@cruse.org.uk

  • Opening hours:
  • Monday: 9.30am-5pm
  • Tuesday: 9.30am-8pm
  • Wednesday: 9.30am-8pm
  • Thursday: 9.30am-8pm
  • Friday: 9.30am-5pm
  • Saturday and Sunday: 10am - 2pm

Still need help?

The fastest way to get in touch is to chat to us online. Available 24/7.

CHAT TO US

Utilita Community

Find answers to your questions and share solutions with other Utilita customers.

Get help

    If you need to get in touch

  • Send us an email
  • Call us

    Only call if you need to, otherwise please use our online chat.

    Select the top-up card that looks like yours

    IHD & Blue Card
    Freedom Meter & Red Card
    If you’ve lost supply, you can call our Emergency Line every day from 8am to 10pm on 0345 2068 999
    General Enquiries

    Call us Monday to Friday, 8am to 8pm and Saturday, 8am to 5pm on 0330 3337 442
    Or if you’re moving home on 0345 2068 777

    Need help with your bill?

    Call us Monday to Friday, 8am to 6pm on 0333 0156 662

    Available 24/7

    Top-up over the phone on 0345 2068 333
    Submit a meter reading on 0345 2093 750
    Pay a bill on 0330 053 7657

Lost supply? - please call our Emergency Line on 03452 068 999 so we can get you back on supply quickly!
This number is reserved for loss of supply enquiries only (Open 8am - 10pm, 7 days a week)

03 numbers are UK wide numbers that are charged in the same way as 01 and 02 numbers.

About
Customers
Contact

Utilita Energy Limited, Hutwood Court, Bournemouth Road, Chandler’s Ford, Eastleigh, SO53 3QB
Registered in England & Wales No: 04849181 Regulated by Ofgem