Utility Warehouse Review

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Company Name: Utility Warehouse

Company Description: Utility Warehouse supply energy to both domestic and business customers

  • Which? Review Rating
  • TrustPilot Review Rating
Quote Goat User Ratings 2.97 (36 votes)
Hover over the stars to select a rating or write a review below

Who is Utility Warehouse?

Turning its attention to energy supplies in 2013, Utility Warehouse is part of FTSE-250 listed company, Telecom Plus. In the same year it made a bold move by buying 770,000 customers from npower. The £218m deal instantly elevated the brand to sit just outside the ‘Big 6’ energy suppliers, having previously concentrated on phone and broadband packages. Based in North London, the 1,000 strong team manages a current customer base of around 600,000 homes across the UK.

The brand hit headlines again this year when The Guardian investigated claims from Utility Warehouse that suggested its members could earn a ‘life-changing’ income by promoting the brand. The investigation revealed the earnings could be as little as less than £10 per week. While the paper agreed it was possible that certain members could earn substantial money through the referral scheme, there were plenty of pitfalls.

The brand’s mission?

“When you switch your gas and electricity to us, we guarantee you will save money compared to the average of the cheapest variable tariffs available from the ‘Big 6’ suppliers.”

What does Utility Warehouse charge?

Utility Warehouse’s key selling point is guaranteed savings. The catch? You have to sign up to ALL of its services to bag the biggest bill bargains. Still, Utility Warehouse is so certain it can cut your household bills that it offers to refund double the difference if customers don’t see the difference. So you could see your monthly outgoings shrinking. But when it comes to tracking your savings, things could get complicated when your bills are all lumped together.

The overall opinion on review sites suggests users are happy and are consistently saving money. However, in September 2017, Utility Warehouse raised its variable tariff prices, with customers expected to see increases of between 3 – 8%.

Utility Warehouse does offer customers another chance to cut their monthly bills, by offering a cashback card. Partnering with big outlets – think Boots, Sainsbury’s and other big players, Utility Warehouse lets you knock your cashback earnings off your utility bills.

How is the Utility Warehouse customer service?

Utility Warehouse’s customer service generally gets a double thumbs up across the board. Over 1,000 staff members run an efficient headquarters, based in North London. Rated highly on survey sites – accolades from the likes of Which? and Moneywise back up the general consensus that Utility Warehouse looks after its customers well. Like every company, Utility Warehouse has its detractors, but it’s arguably among the best out there.

It came 4th out of 23 energy companies in the 2016 Which? Customer Survey (8,917 respondents), receiving a customer score of 73% – the highest being 78%.

When it comes to the brand’s customer service and complaints handling it performs consistently well in the Which? annual survey. The only sticking point Which? could find was the response time when it comes to call answering. Their records show Utility Warehouse was much slower to answer calls coming through to customer service than those going to the sales department.

On TrustPilot, the brand has an average score of 4/5, with customer quotes including:

‘Utility Warehouse has consistently given me exceptional customer service. The staff there are so helpful and quick to sort any problems.’

‘You are probably the best utility company I have dealt with, but feel you could be a little more flexible.’

‘I am very happy with UW. If I have a problem, you sort it. If I call, you answer (not in a queue for half an hour like Scottish Power, then get cut off).’

What Utility Warehouse tariffs are on offer?

There are a vast range of sub-tariffs on offer at Utility Warehouse, depending on your postcode. The process begins with an individual quote – then tariffs, prices and benefits open up from there based on the following two packages.

  • Gold Energy Bundle – includes phone and broadband and a promise to reduce your electricity bills forever. Estimated savings of up to £370 per year.
  • Double Gold Bundle – includes phone, broadband and mobile and their lowest energy prices fixed until September 2019. Estimated savings of up to £611 per year.

How green is Utility Warehouse?

Utility Warehouse gets its fuel from these sources:

63.4% gas

15% coal

20.4% renewable

0.6% nuclear

0.6% other

(Jan 2017)

The UK average is 24.3% for renewable energy, so Utility Warehouse is slightly lagging behind here. With over 75% of Utility Warehouse’s fuel coming from fossil fuel sources, this isn’t the greenest option when it comes to energy suppliers.

Utility Warehouse in summary?

There are savings to be made with Utility Warehouse and the discount club is snapping at the heels of the Big 6 suppliers in several ways. Sitting in 7th place in terms of customer base, the brand has the buying power to secure the best prices.

When you tack on the perks, such as free LED energy saving bulbs and a mammoth cashback scheme, Utility Warehouse seems like a no-brainer. That’s if you can navigate the confusing website and numerous tariff options to ensure you’re getting the best deal for your household. That and the knowledge that your energy is very definitely not the greenest.

Utility Warehouse Review

15 reviews

Leave your own review below
  • Mr S - 07/02/2018 reply

    Demanding payment of something that has already been paid

    I moved into a property supplied by Utility Warehouse and called them to set up an account. This was done, and I received and paid the first bill without issue. I then started getting bills to the ‘owner’ to my property with a different account number demanding payment. I contacted Utility Warehouse who assured me this was an error on their end and it was fixed. Even though I have informed them and they have agreed my bills have been paid I keep getting demand letters. I have since left Utility Warehouse due to the poor service and undue harassment I have incurred. Would not recommend!

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  • Chantel - 31/07/2018 reply

    There's nothing smart about there smart meters!

    Since having a smart meter fitted my bills have constantly been more than my meter readings give they have to add vat i give a little leaway but to have been slapped with a £500 bill for one month’s electric thats ridiculous! When ive quastioned it they offer a engineer call out at my expense of £170 to look at the machine yet it’s not the machine there’s a fault on there side but im paying it and switching to another company asap!

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  • CJ Robinson - 10/01/2019 reply

    Do NOT trust anything this company tells you!

    Phoned up this company due to abnormally large energy bills and was told by a very kind, down-to-earth adviser that the bill was most definitely wrong. She then worked out a different amount for me then and there, which I paid in full, and I was then ASSURED I would not have to pay this ridiculous bill and that I could happily throw it away.

    Next month’s bill, the amount is STILL there, when I phoned up they said there must have been some mistake and I needed to pay this ridiculous bill despite their earlier assurances!

    In brief: if you want an energy company who will LIE TO YOU and then refuse to honour their previous decisions, choose this one! Never again for me!

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  • CJ Robinson - 10/01/2019 reply

    Do NOT trust anything this company tells you!

    Do NOT go with Utility Warehouse! Phoned them up due to abnormally large energy bills and was told by a very kind, down-to-earth adviser that the bill was most definitely wrong. She then worked out a different amount for me then and there, which I paid in full, and I was then ASSURED I would not have to pay this ridiculous bill and that I could happily throw it away. Next month’s bill, the amount is STILL there, when I phoned up they insisted I needed to pay it!
    In brief: if you want an energy company who will LIE TO YOU and then refuse to honour their previous decisions, choose this one! Never again for me!

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  • E.Benschop - 27/02/2019 reply

    Unreliable company

    Keep estimating electricity even if you pass the meter reading. Dont listen to the complaint. S*** company… dont join them unless you like solving problems

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  • Kane Denyer - 23/03/2019 reply

    Do Not User UW. Their Customer Service is TERRIBLE!

    I have been with Utility Warehouse for 2.5 years and the initial service from them was very good. I have mobile phone, broadband and my Energy Utilities with them. However in recent months the service has been terrible. In particular the mobile phone service.
    I had completed my initial two year contract with them and decided to renew and get a new handset. The sales guy I spoke with didn’t seem to know very much about the packages he was selling or seem to care very much. None the less I managed to place an order for an iPhone 8Plus. A few days later a new handset arrived but it wasn’t the 8Plus I had ordered, simply an iPhone 8. I called the help desk only to be initially told that I had indeed only ordered an 8 and not an 8 Plus and had to go through the whole process of convincing them I had ordered an 8Plus. They had to review the recordings of my conversation with the sales guy before they believed me and that process took them some days. Anyway, they finally agreed and sent me out the 8Plus I had ordered and agreed to take back the 8 (Untouched and still in the plastic wrapping). I then tried to set up the phone but it was faulty and wouldn’t take the Restore or Update from iTunes. I don’t see this as being UW’s fault, I work in IT and these things happen. I went through the whole process with Apple Support but in the end they advised I should return the handset to UW for repair/replacement. Great, I had to speak with their support desk again and convince them of the issue. Despite having an Apple Support Ticket number and an email detailing the whole process from Apple this still took me a while to convince UW to take the handset back. I (stupidly) returned the handset with the charger plug, lightening cable and earphones. UW then took two weeks and multiple phone calls to get to the point where they told me the phone would be repaired. Every time I called no one on any of the support teams I spoke with seemed to know anything about the handset, the issue or anything which was very concerning. Then one day, despite being told I should give it another week and call back, my handset was returned to me. However the box was completely empty apart from the handset. No cable, plug or headphones. I also received a letter in the post telling me that I hadn’t returned the original iPhone 8 that they had sent me and I would be charged for it if I didn’t return it asap. I had given it to the DPD driver when they delivered my 8Plus. I called and spoke with their helpdesk yet again and told them that I had sent the 8 back and I needed to clear that up. After being on hold for nearly 30 minutes the lady came back and simply said that the it was fine and I should ignore the letter. I asked what had happened and was reluctantly told that one of their operatives had not completed the receive process properly but it had been sorted now. I also asked about my charger, cable and earphones and was told that I hadn’t returned them when I returned the 8Plus for repair. I advised them this was not the case and finally convinced the lady that I wanted this looked into. I appreciate its only a few bits and pieces but they were mine and I should have had them back. I was told they would be back to me either by phone or by email but as yet I am still waiting for any kind of reply.
    Throughout this whole very poor process I have essentially been called a liar three times, I have had to constantly chase all of the information through UW’s helpdesk because they didn’t once contact me and I still do not have any kind of resolution to my Stolen (thats how I view it) earphones, charger and cable. I am now in the process of finding an alternate provider for all of my services to move away from UW at the earliest opportunity. In my opinion issues happen, equipment becomes faulty. Its not the problems that worry me, it is how a company deal with those problems and in this instance UW have performed very very poorly. My recommendation is, don’t use UW!

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  • EB - 25/03/2019 reply

    Thiefs and liars

    I never experienced such a disgusting company as Utility Warehouse. They dont listen, over charge tou and give wrong meter readings on your bill. If you complain they swnd you a mail within 24 hours that they have solved it. In 6 months time they over estimated me 2.600 kwh too much but to do anything about. DO NOT SIGN UP WITH THEM UNLESS YOU WANT TO BE RIPPED OFF

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  • M.Marriott - 23/05/2019 reply

    Worst ever

    Worst company ever I left them in November and still they ask me for more and more money each time I call a new person answers and blames the mistake on the last person I’m done paying more and more surprise bills for a company I haven’t used in 5 months

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  • Malc - 25/05/2019 reply

    Inititially UW offered me a cracking deal, phone broadband mobile and electric all in £94 a month for a year, slowly they seem to have clawed back all of that discount and after three years I feel cheated. I did up grade my mobile sim only from £8 a month to £20, but my new monthly charge is suddenly £210. Recently I have experienced very slow broadband speeds. I phoned then and was told it’s my connection box, and or my extension lead I plug into, or the fact we have 11 items tethered to our modem. None of this makes much sense when they then tell you they can upgrade your broadband miraculously with a flick of a switch to fibre optic ( no engineer or new wiring needed for the small fee of £5 a month. They are amazing aren’t they these utility supply people? I am about to ring them and listen to their reasons for my new monthly amount. I will report back.

    By the way, I wonder how many times people have written a bad review on here and pressed post only to find they haven’t done something right in this section and pressed back to find their post needs rewriting and haven’t bothered?

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    Malc - 25/05/2019 reply

    Incidentally, my electric bill is the main reason my monthly charge is so much, it has gone up from £50 a month to £168 and I have a 4kw solar panel system.

    ncidentally, my electric bill is the main reason my monthly charge is so much, it has gone up from £50 a month to £168 and I have a 4kw solar panel system. I think they are having a laugh.

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  • WMcH - 20/07/2019 reply

    A terrible start - and finish

    I only rang this company to enquire about their service. This lot signed me up to a package even though:
    – I gave no agreement to set up an account
    – I hadn’t even moved into my new property.
    – I provided no bank details.

    It took an age to get through to them. Was passed from person to person. Still not convinced that the matter has been resolved.

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  • Unhappy customer - 30/09/2019 reply

    I have chosen UW as a supplier for my new house. I was with them for about 4months when I decided to move the house. I contacted them on the day, requested to change my account name to somebody elses who lives there and paid my account in full (that’s what they ask for if you want to close/change the account). Ever since had no communications from UW and then 6months later I received a text from Collections agency saying that I owe money to UW. When I called UW and asked them how this happened (I had email confirmations that account is paid in full, account name changed etc) they said that they sent me letters to inform me to the ADDRESS I HAVE MOVED OUT OF. When I pointed out that it doesn’t make any sense to contact me via post if I am moving out of that address they didn’t seem to find an issue here even though they had my email and phone number and could have contacted me in another way. Apparently when closing my account, they gave me an estimate of what I should pay and the real amount was larger. That’s where my ‘debt’ came from but they didn’t bother telling me. So I paid the collection agency whatever was outstanding thinking that this horrible experience is over but then 3 months later I got contacted by another debt collection agency saying that I still owe the same amount of money. Contacted UW and again there was some miscommunication and they just automatically gave my details to debt collectors. They are now saying that this issue has been resolved and I won’t need to pay but I have a feeling that a few months later this will come back to haunt me again.
    (BTW – Ofgem has launched an investigation against UW in 2018 due to their unfair treatment of customers in debt, wish I knew that before joining)

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  • Nick Dutch - 17/01/2020 reply

    Once ok company now offering inept service

    Once ok company now offering inept service and don’t believe the price promise. I’m not going to go on for too long but this is an awful compant to deal with. They have let me down on so many occasions now with firstly a missed appointment, whereby I took a day off to meet the engineer who was to change my meter for a smart. Howver he went to my main home 110 miles away! They never call back or react within the time they say they will. The smart meter is rubbish and doesnt work and it looks like a chad valley toy. Also this evening I have gone with AcornEnergy 100% Renewable and have saved £374 compared to my projected usage if the same as last year. Plus I have reduced my broadband from £41.99 a month to £25 and for a better speed and area useage. Yes you can have it all on one bill but that is how they catch you out as you think you really are getting the best honest price. You really aren’t, it took me a few hours to switch and no doubt I’m sure they will make it difficult somehwere along the line. I have spent thousand with them since 2003 and my project spen over the next 10 years was £50,000!!!!!. I’m glad to see the back of them and I will be in charge of my own bills from now on. Please if you are a member reading this, do a little homework and see if you could save as I have by leaving.

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  • David Irvine - 23/01/2020 reply

    Utility warehouse smart meters

    UW fitted a smart meter on the 20th of November 2019. After it was fitted, the engineer told me it would take 4 hours before it would be running. after one week, it was still not running. I spent several hours on the phone to UW. Eventually I was given a complaint number and was put through to Complaints and they told me they would look into my complaint and they would send me an email. T
    They asked if they could remove my complaint from their system and they would send me an email. I telephoned Which and told them about my dealings with Utility Warehouse. On UW web page, I wrote about my experience with them. I then received a telephone call from Complaints apologising for their customer service. I asked where my email was. It was sent to me while I was on the telephone. It said there was a fault and the information was sent to the engineering team. This was on the 12th of December 2019. I was then asked if they could remove this 2nd complaint from their system. It seems all they are interested in is removing complaints from their system. It is now the 23rd January 2020 and the meter is still not working. No more word from Utility Warehouse. They seem to have no customer care or complaints. There are better energy suppliers than this company on the market. Think carefully before you have anything to do with them.

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  • A Verhoeven - 05/02/2020 reply

    Stay away beware of light bulb scam

    I am today 5-2-20, moving to Octopus for Gas and Electrics and Zen for broadband and phone. Trusted the ‘club’ for years with my bills as they promised to consistently keep their prices low. I found out I can save about £180 a year getting faster broadband from Zen and better service (Which recommended) and save £432 on energy from another higher rated provider, Octopus.

    Now the ‘club’ wants to bill me £124 for replacing 31 lightbulbs… the email starts with “Please read this email carefully”!!!! Ignore them I will rapidly make/save that £124 back by switching. £124 for cheap LED lights of which I had to replace several that started to malfunction or just gave awful light (very high colour temperature and low CRI)
    Stay away from these cowboys.

    I will post this everywhere feel free to spread the news about the light bulb scam and so-called ‘we make sure we keep your bills low” utter nonsense.


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