We have put a range of measures into practice aimed at maintaining our service to you during the Coronavirus (COVID-19) outbreak.
However, we are in a fast-changing environment and may have to operate with a reduced number of staff. Should we reach this point, our efforts will be focused on supporting our most vulnerable customers.
That’s why we are asking all customers, where possible, to self-serve. This will keep our phone lines clear for those who need help the most.
Outlined below are some of our key customer benefits and some tips aimed at keeping you on supply during these extraordinary times.
We know coronavirus may impact your financial situation. The government has shared advice on how to claim benefits during the coronavirus outbreak.
For more information, please visit the gov.uk website
If you’re in a cash crisis situation and urgently need money for food or other
essentials, visit the StepChange website for advice and support.
A Cash crisis could be caused by anything from delayed benefits to job loss that leaves you severely short of money that you need for essentials like food. If you find yourself in this situation help is available.
If you’re worried about having to leave the house to top-up with your key/card during the Coronavirus outbreak, you can book to have a smart meter installed.
There are loads of benefits that will allow you to manage your energy from the comfort of your own home and extra features to help keep your energy switched on.
Utilita offers Emergency Credit and Friendly Credit benefits, in addition to the Power Up functionality on the My Utilita app. Go to our energy page to find out more.
Our Customer Service teams are still here to help. To get in touch online, visit our Facebook page at www.facebook.com/UtilitaEnergyUK/
You will still be able to top-up your prepayment meters, as many Paypoint stores remain open, but we would recommend topping-up as much as you can to avoid more trips than needed during this time.
We are also working hard to install as many smart meters as possible so more customers can top-up from home. Currently we are still sending engineers out. However, during this time we are prioritising households with vulnerabilities.
If you have a receipt/email confirmation for the top-up you should be able to enter the 20 digit vend code straight into your smart meter. Check out this video to find out how.
If you, or any other Utilita customers you know, are self-isolating, limiting trips away from home or your local PayPoint is closed, you can download our My Utilita app which will allow you to top-up from the comfort of your own home.
For the not-so-tech-savvy, or if you just need help to use the app, you can allow a relative or friend to top-up for you. They simply need to download the My Utilita app and – with your permission – register using your account details. Don’t worry, they can only top-up your meter for you if you’re struggling to do so. This doesn’t mean they can take over your account.
You should have a 10 digit Customer Reference Number, which appears on any letters or emails we send you. If you are unable to find this, you can also find your customer reference number.
My Utilita is a new app that replaces the Utilita Top-up app. This means you’ll no longer need two apps to manage your energy. Plus, we’ve reduced the minimum top-up amount and you can top-up both fuels in a single transaction.
If you’re a new My Utilita user, you must Register using your account details. You will not be able to access My Utilita with your login details from the Utilita Top-up app.
For help and support, please email firstname.lastname@example.org.
We’re endeavouring to fulfil all booked installs. However, we will be prioritising vulnerable customers and loss of supply. If we need to reschedule your appointment, we will do our best to inform you at least 48 hours in advance.
Yes. Please call the Bookings Team on 03300 536778.
All customers are asked if it is safe to enter the property. If you inform us that it’s not safe to do so, the job will be postponed until it is safe to reattend.
All measures have been taken to protect our customers and engineers.
Utilita Energy Limited, Hutwood Court, Bournemouth Road, Chandler's Ford, Eastleigh SO53 3QB
Registered in England & Wales No: 04849181 Regulated by Ofgem
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