Advice for Winter

Winter is just around the corner, which means our Contact Centre may be busier than usual. All your questions are important to us, and we want to answer them as quickly as possible, so we’ve put together some handy tips and information that you can access anytime. Whether you need help getting back on supply or would like some energy-saving advice to lower your usage – we’ve got you covered!

Check out some of our most asked questions below or visit the Utilita Community before calling, not only could you avoid a phone call but you’ll help us be there for our most vulnerable customers when they need us.

Preparing for winter

The evenings are drawing in and it’s time to layer up! We know your energy usage will be creeping up, so here are our top tips to help reduce usage and prepare for winter.

• Dealing with draughts

  Look out for any gaps or cracks in your windows, doors and floors, letting the cold air in and warm air out. Try using draught excluders on your doors, sealant on any small gaps and even rolled up newspaper to insulate your home.

• Switch it off

  We’re all guilty of leaving devices on standby, but now’s the time to save your energy and switch it off! Watch out for TV’s, kitchen appliances and phone charges using that vampire energy.

• Wash smart

  Still washing your clothes at 40 degrees? Stop. Unless it’s stated on the instructions, most detergents are designed to wash effectively at 30 degrees. We also know that a tumble dryer can be a necessity over winter - to save time and money try using dryer balls as these can help to reduce drying time by up to 25%. Alternatively, try adding a dry towel in with your wet washing to reduce the time it takes to dry your clothes.

• Make the most of your appliances

  Try to run your washing machine and tumble dryer at full capacity - you’ll be making the most of each run and saving money by reducing the number of washes needed. Keep your fridge freezer full to ensure empty space isn’t wasted - you can even use old newspaper to fill any empty gaps! Consider how much water you actually need before boiling the kettle, a full kettle means higher energy usage.

• Boiler servicing

  Ensuring your boiler is running efficiently will help make the most of your energy – we recommend that you try to schedule an annual service. And if you’re considering replacing your boiler, take a look at the Green Deal Scheme to help cover the costs for energy efficient products.

• Keep insulated

  Add radiator reflector foil to help bounce heat back into the room to prevent it escaping through the walls. Tin foil is also a great cost effective alternative.

• Energy High 5

  For more energy-saving tips - join the Energy High 5 movement and save up to £163 a year by making five simple and free-of-charge changes to the way you use energy at home. Find out more here!

• Savings

  Don’t forget! My Utilita now offers Savings, helping you to prepare for the colder months by saving a little extra money to use towards topping-up. Plus, you could be in with a chance to win some amazing rewards in the Savings Draw!

Stay topped-up & on supply

We want to make sure you’re always topped-up and on supply - which is why we’ve put together a Winter Help page full of information and available 24/7. With so many ways to top-up, there’s no need to even leave the sofa - simply use one of the methods below

• How can I top-up?

  You can top-up online through your My Utilita account, via SMS, over our automated top-up phone line and at PayPoint stations. Need a bit more information? Our Topping-Up Help Page is available to answer any questions you may have.

• Top-up with My Utilita

  Simply download My Utilita to top-up with as little as £2, monitor your usage, check your energy balance and access your Savings, plus much more. All from the comfort of sofa – nice!

• How do I register for My Utilita?

  Registering for My Utilita is as easy as 1,2,3 – simply clickhere to download My Utilita, select the ‘Create account’ button and enter your details. You’ll need your customer reference number which can be found here.

• My top-up hasn’t gone on my Smart Meter

  Not to worry, you can manually enter your top-up on your smart meter. Watch this quick video to find out how you can enter your top-up number and get back on supply.

• Run out of credit? Stay on supply and POWER UP

  Get back on supply at the touch of a button – simply open POWER UP in the My Utilita app and select the amount needed to get back on supply. To give you that little extra support over winter, You can POWER UP with up to £60 gas and £40 electricity - with no extra charges. Find out more here or download My Utilita. Select the ‘Create account’ button and enter your details to get started.

• Lost your top-up card?

  Lost your card or not swiping? No problem, you can generate your own top-up eCard for free via this link or request one via post - utilita.co.uk/help/replacement-cards

• Want to make a payment?

  Head over to our payments page to pay a bill online or top-up.

• Lost supply?

  We know it can be scary losing supply and even more frustrating not being able to restore it – check out our ‘how-to’ videos and restore your supply with ease.

• My gas meter says OVERLOAD

  The gas meter can go into OVERLOAD as a safety precaution – but not to worry, simply follow the steps in this short video to get your gas back on supply!

Watch our Help Videos

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How to restore your supply

Watch now

Manually enter your Top-up Code

Watch now

My Gas meter says OVERLOAD

Watch now

FAQs

• Emergency lines

  If you’re experiencing a gas or electricity emergency, we’ve listed the vital numbers on this link if you need to get in touch - utilita.co.uk/contact/emergency

• Topping-up

  Covering all your top-up questions including, how to top-up, lost top-up cards and why you may be having trouble topping-up through the app. Find out more here.

• Watch our help videos

  Whether you need help understanding friendly and emergency credit or understanding your smart meter, we’ve got it covered. Visit our YouTube channel to find the answers to your questions.

• Visit our Help Centre

  Our Help Centre is there to answer any questions you may have; we’ve included all the important information you need to know to help manage your energy

• Help during the COVID-19 pandemic

  The ongoing pandemic is an unsettling time, which is why we’ve listed additional advice and tips for our customers to use during the Coronavirus outbreak. Find out morehere.

• Finding your Customer Reference Number

  If you are unable to find your Customer Reference Number you can retrieve it by using this link - utilita.co.uk/help/find-your-customer-reference-number and entering your 19-digit Top-up card number or BillPay card number and your postcode.