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  • Lost Supply ?

Lost Supply?

How to restore your energy supply

We know it can be scary losing supply and even more frustrating not being able to restore it – check out our tips below to restore your supply with ease.

Top videos

  • How Emergency Credit works
  • How Friendly Credit works
Watch our YouTube videos

Need some financial support?

POWER UP

Apply for a POWER UP (up to £20 for electricity and £30 for gas*) when you’ve run out of credit and need to get back on supply. Pay it back on your terms as a % of your future top-ups – interest free!

Download the My Utilita app or call us on 0345 207 2000 to POWER UP.

*Terms apply

Don't have a smart meter?

Don’t have a smart meter and struggling to top-up? We have options available depending on your circumstances. If you need help, please call us on 0345 207 2000.

Need help with your bills?

If you’re worried about your bill and need some help, our call our Billing Team on 0330 053 5669.

How to top-up

Top-up your energy credit with My Utilita, via SMS, by calling our automated top-up phone line and at any PayPoint shop. Need a bit more information? Visit our top-up help page.

  • Paying for your energy

My top-up hasn’t credited my smart meter?

Don’t worry - you can manually enter your top-up on your smart meter.

  • How to manually enter your top-up code

Lost your top-up card?

Lost your card or not swiping at the shop? No problem. You can generate your own top-up eCard for free or request a new card to be sent to you in the post.

  • Get a digital Top-up eCard or request a new top-up card in the post

Energy efficiency advice

Want to reduce your energy costs? Check out our energy efficiency tips to save some money and do your bit for the planet - from placing tin foil behind your radiator to tweaking your thermostat.

  • How can I save energy?
  • Save up to £163 a year with Energy High 5

Priority Services

The Priority Services Register (PSR) provides non-financial support to vulnerable people. If you or someone in your household is vulnerable, you can register to let us know what you need from us to help manage your account and keep your supply on.

  • Priority Services

More support


There’s loads of free and independent help advice available to you too:

StepChange Debt Charity
Freephone - 0800 138 1111
www.stepchange.org

National Debtline
Freephone - 0808 808 4000
www.nationaldebtline.org

Citizens Advice
Search for your local Citizens Advice at www.citizensadvice.org.uk

Help with your benefits
You can have some of your bills (including rent, services charges, fuel or water bills) paid directly out of your benefits payments if you’re having difficulties. This is called ‘third party deductions - Fuel Direct’.

The benefits that can be used are:

  • - Universal Credit
  • - Income-based Jobseeker’s Allowance
  • - Income-related Employment and Support Allowance
  • - Income Support
  • - Pension Credit

For more information, visit www.gov.uk/bills-benefits

Watch our Help Videos


  • How to restore your energy supply
  • How Emergency Credit works
  • How Friendly Credit works
  • How to manually enter a top-up code
  • What does Gas Overload mean?
  • How to POWER UP

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

    Lost Supply

    If either of your supplies are off, contacting us by email may not be the quickest way to get your issue resolved. We would advise calling our emergency line on 0345 2068 999. If you still wish to submit an email, you will receive a response within 5 working days.

    Your Details

    Please provide us with one of the following contact options: e-mail, phone or mobile number.
    Please double check your phone number.
    Please double check your mobile phone number.
    Find my address
    Need help?

    Your Customer Reference Number is a 10 digit number and can be found in the top right corner of any letter you have received from Utilita.

    If you are unable to find your Customer Reference Number you can retrieve it below by entering your email address or phone number and your postcode.

    Please enter an Email address or Phone number
    Find




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  • 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

    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 440
    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.

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