Fraud Focus

We’ve had enough of Fraudsters and Criminals targeting vulnerable people in an attempt to steal their personal information and bank details.

We want to put a stop to it, but we know it can be difficult to recognise the difference between those that need information to create/administer your account and those who intend to use it for criminal purposes. To help you, we have put together a list below of what you can expect from the people who represent us and the correspondence you will receive from us.

• What can I expect from a Utilita Engineer or Meter Reader?

  We will always

  1. Carry a visible Utilita Energy branded I.D badge and will be wearing our branded uniform
  2. We do use other third-party companies for installing and reading your meters, however we make sure they still carry Utilita identification
  3. Explain why they are there
  4. If you have set up a password on your account, they will confirm it with you before entering

  We will never

  1. Try to sell you anything whilst in your home
  2. Ask you to confirm your Bank Details or National Insurance number

  To make sure your meter(s) are safe for you to use, the engineer may ask if there are any vulnerable people living in the property that we need to be aware of. If you’re unsure about sharing these details, you can instead tell us online at www.utilita.co.uk/contact/priority-services-register or by contacting our customer care team on 03452 072 000.

• What can I expect from a Utilita Sales Agent?

  We will always

  1. Carry a visible Utilita Energy branded I.D badge and will be wearing our branded uniform
  2. Explain who they are, where they are from and why they have visited you
  3. Connect you through to an advisor on the phone who will verify the details you have provided and the details of your contract
  4. Leave the premises, if asked to do so

  We will never

  1. Call outside the hours of 9am – 8pm, Monday – Saturday, unless you ask them to do so
  2. Knock on sheltered accommodation or warden-controlled areas
  3. Take your details without your consent and without explaining why we have taken them
• What can I expect from a Utilita Customer Service Advisor?

  We will always

  1. When we call you, they will give you their name and explain why they are calling
  2. Ask you 4 data protection questions before discussing any of the details on your account
  3. If you have set up a password on your account, they will confirm it with you before discussing the details on your account
  4. The number we call you on will always be from a (01962) area code

  We will never

  1. Ask you to confirm your bank details as a form of data protection
  2. Ask you for your log in details for www.utilitapayments.com/Top-Up
  3. Prevent you from speaking to a family member or friend if you feel uncomfortable

  If you have an active Direct Debit or have asked for a payment to be refunded into a bank account, we may get try to contact you if we believe the details we have are incorrect. If you feel uncertain confirming these details over the phone, don’t be afraid to ask the advisor questions to verify their identity.

  If you are still unsure, we recommend you end the call, and then contact us on a recognised number e.g.03452 072 000 for our Customer Care Team.

• How will you email me?

  We will always

  1. Ensure that our e-mails contain your Customer Reference Number
  2. Be addressed to the account holder (or if a nominated contact if you have added one to your account)
  3. Email from noreply@email.utilita.co.uk / noreply@info.utilita.co.uk

  We will never

  1. Ask you to confirm your bank details as a form of data protection
  2. Ask you for your log in details for www.utilitapayments.com/top-up

  Keep an eye on the details! Scam emails often contain spelling mistakes or out of date / fake logos. If you are ever unsure, remember that you can always compare it to another Utilita email to check that it matches.

• How will you text me?

  We will always

  1. If we require you to respond, we will make it clear why
  2. Any links (even shortened ones) will always direct you to www.utilita.co.uk
  3. The text will always come up with ‘Utilita Energy’ as the sender

  We will never

  1. Ask for any personal details to be sent back to us in response to any text we send you
  2. Direct you to any websites besides www.utilita.co.uk / www.live.utilita.co.uk

  What will you text me about?

  1. Information about your smart meter install
  2. Customer Service text surveys (these will normally require you to respond with a yes/no answer)
  3. Occasionally we will send you important information, e.g. your top-up numbers
  4. From time to time we will text promotional offers and customer incentive updates from Utilita LIVE, plus information about our products & services from Utilita Energy
  5. Additional information to help you manage your account
• Is there anything else I should know?

  For extra security on your energy account, why not set up a password? We would use it to verify it’s you when you contact us on the phone, and it would be confirmed by our engineers and meter readers when they visit your home.

  If you would like to set up password, please call our Customer Care team on 03452 072 000

  For more information on how to stay safe online and on the phone, please check out these links below:

  Cyber Aware campaign: https://www.cyberaware.gov.uk/

  Take 5 To Stop Fraud campaign: https://takefive-stopfraud.org.uk/

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General Enquiries

0330 3337 442

8:00am — 8:00pm Mon — Fri
8:00am — 5:00pm Sat

Average Monday wait times:

Moving Home

0345 2068 777

8:00am — 8:00pm Mon — Fri
8:00am — 5:00pm Sat

Current wait: more than 45 minutes

Average Monday wait times:

Emergency Line

0345 2068 999

8:00am — 10:00pm everyday

Average Monday wait times:

Billing enquiry

0330 0535 669

8:00am — 6:00pm Mon — Fri

Average Monday wait times:

Automated Top-up Line

0345 2068 333

Open 24 hours

Automated Meter Reading Line

0345 2093 750

Open 24 hours

Automated BillPay Line

0330 053 7657

Open 24 hours

General Enquiries

0330 3337 440

8:00am — 8:00pm Mon — Fri
8:00am — 5:00pm Sat

Average Monday wait times:

Moving Home

0345 2068 777

8:00am — 8:00pm Mon — Fri
8:00am — 5:00pm Sat

Current wait: more than 45 minutes

Average Monday wait times:

Emergency Line

0345 2068 999

8:00am — 10:00pm everyday

Average Monday wait times:

Billing Enquiry

0333 0156 662

8:00am — 6:00pm Mon — Fri

Average Monday wait times:

Automated Top-up Line

0345 2068 333

Open 24 hours

Automated Meter Reading Line

0345 2093 750

Open 24 hours

Automated BillPay Line

0330 053 7657

Open 24 hours