Advice for customers during the Coronavirus outbreak

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.

Tips to keep your energy supply on

• Our smart meters have a built-in Friendly Credit feature, meaning you won’t lose supply between 2pm and 10am on weekdays and over the whole weekend – even if you’ve run out of credit. If you’ve been a Utilita customer for over three years, Friendly Credit Hours also extend to all day Monday - Great! It's now easy to view within My Utilita when you're Friendly Credit Hours are available. Just check the home screen.
• You have the option to access £15 Emergency Credit if you’re struggling to top-up. You can view your available Emergency Credit - just check your home screen on My Utilita.
• Check your balance regularly and top-up before your credit gets too low.
• Download our My Utilita app, or get a friend or family member to do it for you, so you can top-up from the comfort of your own home.
• Use the My Utilita app to access our POWER UP feature, which allows you apply for a top-up when you’re out of credit. Learn more at www.utilita.co.uk/power-up
• Make your top-ups go further by wasting less energy. To find out how five simple and free-of-charge adjustments to the way you use energy at home could save you money, visit www.utilita.co.uk/high5

If you're worried about paying for your energy

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.

General

• I am a PAYG customer in financial difficulty due to the COVID-19 outbreak and I’m worried about staying on supply.

  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.

• I have a query. Can I email or message Utilita?

  Our Customer Service teams are still here to help. To get in touch online, visit our Facebook page at www.facebook.com/UtilitaEnergyUK/

Topping up

• How people can top-up key/card meters?

  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.

• Topped-up on My Utilita but hasn’t gone onto meter

  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.

• My PayPoint shop is closed. How can I top-up?

  If you have a smart meter:

  
  

  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.

• I am self-isolating and cannot top up at the shop. Can I get a friend or family member to top-up for me?

  If you have a smart meter:

  
  

  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.

My Utilita

• Where can I find my Customer Reference Number to register for my Utilita

  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 .

• I cannot log into my My Utilita account and am not getting a password reset

  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 appfeedback@utilita.co.uk.

Installs

• I have an install booked – will it go ahead as planned?

  We’re aiming to complete 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.

• I have an install booked – can I postpone it?

  Yes. Please call the Bookings Team on 03300 536778.

• I think I might have COVID-19 but need an engineer to attend my property.

  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.

• I am worried that I’m at risk from catching COVID-19 if one of your engineers attends my property.

  All measures have been taken to protect our customers and engineers.