Social Media Rules

Why do we use Social Media?

We think social media is awesome, as it allows us to speak with our customers directly in a less formal way. We think it’s important customers can contact us in a quick and convenient way, as we understand life can be busy. Whether it’s to say hello, raise a query, or give us feedback, the Social Team always look forward to hearing from you. We’d like to encourage you to remember a few things when contacting us via Social Media.

Here are some rules you’ll need to follow and a few rights we reserve:

How can you protect yourself?

We want you to feel at ease when speaking with us – however please be careful not to share your personal details publicly. If you need to provide us with sensitive information, please don't post it on our wall where everyone can see it, instead please send it to us in a private message. To protect you, we'll ask you to remove any post we see that contains personal or sensitive information on our public facing pages, failing this, we will remove it ourselves to protect your privacy.

Sometimes we'll need to access your account in order to look into any ongoing queries or solve a new one, but before we do, we'll ask you to confirm your account number and/or full address and postcode. Occasionally we’ll ask for this information more than once – when we do this, we're not being forgetful or lazy, we just need to be sure we obtaining up-to-date and accurate information. When a period of time has passed since we last spoke to you, or your query is new, we have to ask you again for up-to-date information – we are required to do this for data protection reasons and to make sure that we are talking to the right person, which needs to be the valid account holder.

What is our moderation of communications on Social Media?

We always encourage debate and discussion between customers on our social platforms and believe this is a great way to provide an open forum, providing relevant and topical information to everyone, however, occasionally we will have to moderate some comments.

Posts containing any of the following will be removed:

  • Sharing of personal details on our public facing pages – we'll take down any information about you or another customer that we think is personal or confidential.
  • Any comments about ‘Utilita Energy’, its products or staff that are inaccurate, misleading or false.
  • All abusive, offensive or hateful language or content or profanities (e.g. links, videos, clips, photographs and/or other images) will be removed. The same applies for malicious content, trolling and posts or comments that we think could disrupt discussions or offend other users.
  • We'll remove comments that contain solicitation, spam and suspicious links (e.g. phishing). Posts repeating the same message or link over and over again will result in the user being banned from our pages.
  • We're happy to deal with complaints on our social platforms, but we can't talk about matters that are already being dealt with in an official capacity. This includes content that is subject to an internal investigation. Similarly, comments regarding existing formal complaints that we are already resolving or those that are already with the Energy Ombudsman will be removed from our page, and we'll redirect the complainant to the appropriate channels.

We reserve the right to block anyone or take further action against those who choose to break these rules, especially if this is done repeatedly.

What rights do 'Utilita Energy' reserve?

We reserve the right to the following:

  • To remove any content that doesn't abide by our Social Media Rules, and to block any user that repeatedly breaks them.
  • To amend our Social Media Rules at any time without prior notification.
  • To close down our social media accounts if needed, without prior written notice.

By using/accessing any of our social platforms, we will assume that you're familiar and will comply with the terms & conditions of that platform e.g. Twitter, Facebook etc.

Remember that by posting on our social platforms, you agree that you have the right to post such content or material.

You agree that you are solely responsible for anything you post, upload or link to on our social platforms.

And finally, if at any time you decide that you no longer want to receive messages and updates from our company Facebook page you can always 'unlike' or 'unfollow' us.

What other Customer Care channels are there?

We're aware that Facebook and Twitter are not replacements for traditional customer care channels.

Our social media channels are monitored 9am - 5pm Mon - Fri, so if you need to contact us outside of these hours you can call us on 03303 337 442 (8am -10pm Mon - Fri, 8am - 5pm on Saturday, 9am - 5pm Sunday).

What if it's an Emergency

While social media is a great place for discussing a number of problems, some emergencies require more direct action especially at the weekend. If you have a gas emergency, our social pages aren't the place to go! – instead we advise you either contact our Emergency Line on 03452 068 999, open 8am - 10pm, 7 days a week or if your emergency is out of hours, call the 24 hour National Emergency Hotline on 0800 111 999.

Similarly if you’re experiencing a power cut you should call your local Distribution Network Operator.

Please remember, the content and comments posted by people on our social platforms don't necessarily reflect the opinions of ‘Utilita Energy’, its employees, agents or contractors. We do everything in our power to stop offensive or inappropriate content appearing on our social feeds, if you come across anything that is offensive, please let us know or report it directly to Facebook or Twitter.

Still need help?

Sometimes it’s easier to speak to a person – in order for us to answer your enquiry quickly and efficiently, we need to ensure you’re speaking to just the right advisor for the job!

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