FAQs

• How does Power Payback work?
  • To participate in a Power Payback event, you’ll be asked to opt-in prior to the event and to reduce your electricity usage during a specific time frame. We’ll let you know exactly what you need to do via SMS.
  • If you successfully reduce your electricity usage, we’ll credit your meter or apply a discount to your bill. The more you reduce your usage, the more you can earn.
  • We’ll confirm the result of the event and if you’ve successfully earned your reward.
• Why would I not be eligible for Power Payback?

  The most common reasons to be rejected would be:

  • We couldn’t match the Customer ID you provided in our sign-up form with the Customer ID in our records or you didn’t provide a valid UK mobile number.
  • You’re not eligible to participate due to your meter type or your payment method.
  • We’re having communication issues with your meter.
  • You’ve signed up to a similar scheme with another app or energy provider that’s a registered DFS provider.
• How will I get paid?

  If you’re a Pay As You Go customer, we’ll send anything you earn directly to your electricity meter. Want to move it to your gas meter? No problem, you can do this using Transfer Credit in My Utilita. If you’re a credit customer, your amount will automatically be applied to your next bill. Earnings are uncapped.

• The SMS confirms that I was successful, what happens next?

  If you’re a PAYG customer, please allow at least 72 hours for your credit to appear on your meter. If you’re a credit customer, be sure to check your next bill to see if you’ve received your reward – it’ll be applied to your total amount. If you’re having issues - please chat to a Customer Service Advisor via our Live Chat or please contact our Customer Service Team on 0330 3337 442 Monday to Friday, 8am to 8pm and Saturday, 8am to 5pm.

• How are the payments calculated?

  How much you earn is all about how much you reduce your electricity usage compared to what’s typical for your household. We look at your historic usage data, as recorded by your smart meter, then we compare this to what your usage was during the specific time frames we set out in the service.

  We then take the reduction amount and multiply it by the unit rate (p/kWh) provided during each event to work out how much credit to give you.

• What is the effect of saving energy during peak hours?

  Every bit of power you use in your home comes from somewhere: NESO. Across the UK energy usage goes up and down, with the hours between 4pm and 7pm typically being the ‘peak’. This puts a strain on the grid resulting in more fossil fuels being required to help with the heavy lifting.

• What happens if I become ineligible during the service?

  All participants need to meet the below eligibility criteria throughout the service.

  • Be a domestic customer on Utilita supply for at least 15 days.
  • Have an electric SMETS meter
  • Agree to allow data collection of half hour readings.
  • Have a valid mobile number
• What happens if my smart meter stops communicating during a Power Payback event?

  We understand that sometimes technical issues can happen that are beyond your control.

  If we can’t get the information we need from your smart meter during a Power Payback event, we’ll reward you with an average payment amount.

  If we don’t get readings from your smart meter for 7 days, unfortunately you’ll no longer be eligible for the service.

• How do I leave Power Payback service?

  You can opt out of the service by chatting to a Customer Service Advisor via our Live Chat (please see the icon on the bottom right-hand side of the Utilita Website Homepage) - or please contact our Customer Service Team on0330 3337 442 Monday to Friday, 8am to 8pm and Saturday, 8am to 5pm.

• What happens if I move home?

  In case you move house, your account won’t meet the eligibility criteria for the service anymore and will be removed. You will need to re-register to the service at least 15 days after moving to the new address, provided you are still supplied by Utilita. You can let us know about your move using our online forms.

• Can I provide any feedback?

  If you’d like to share any feedback, ask more questions, or share your energy saving tips, head over to our Community. We’ll be on hand to answer your queries and give you more guidance on the scheme.

• Terms and Conditions
  View Power Payback Terms