Utility Warehouse contact number: help & complaints

Do you need to contact Utility Warehouse? This guide breaks down the Utility Warehouse contact number, as well as other contact methods, to help you get in touch with the energy supplier fast.

How do I contact Utility Warehouse?

If you're not yet a Utility Warehouse customer, you can call 0333 777 3212 to discuss switching to the provider.

If you are already a customer, however, the number to call is different and depends on your issue. In the table below, we have listed the main Utility Warehouse contact number, as well as emergency contact information. All call centres are based in the UK.

What is the Utility Warehouse contact number?

To speak with a customer service representative, the Utility Warehouse contact number is 0333 777 0777. Lines are open Monday through Friday from 9 am to 5:30 pm and Saturdays from 9 am to 4:30 pm.

Customers that are hearing or speech impaired can contact Utility Warehouse on its textphone by sending a message to 0333 003 5643.

Some reasons you may need to dial the Utility Warehouse contact number for customer service include the following:

• To transfer your account to a new property
• To close your current account
• To submit a meter reading
• To pay a bill

Utility Warehouse customers can also submit meter readings and pay bills on the provider's website. Head to our Utility Warehouse login guide (coming soon!) for information about how to submit these details online.

Is the Utility Warehouse contact number free?

Calls to the Utility Warehouse contact number are free from any Utility Warehouse Home Phone or Utility Warehouse Mobile as part of the provider’s monthly minutes.

What’s the Utility Warehouse contact number for complaints?

The Utility Warehouse contact number for complaints is 0333 777 0777. This phone number will put you through to a member of the customer service team. Representatives are available Monday through Friday from 9 am to 5:30 pm.

We recommend you provide as much of the following information as possible:

• Your name and contact details
• Your account number
• Background information on the issue
• How you have been impacted
• How you would like it resolved

A representative will aim to resolve your complaint within one working day. Customers who have written Utility Warehouse can expect a response within a day after the email or letter has been received.

If you are not satisfied with the proposed solution, you can ask to speak with a member of the Escalations Team. This representative will carry out an independent review, and they may refer the complaint to a manager or a specialist team.

If you still do not believe your complaint has been adequately resolved, you should request a deadlock letter from Utility Warehouse. This letter confirms that a mutually acceptable solution has not been found.

With the deadlock letter, you are then able to escalate the complaint to the Energy Ombudsman by calling 0330 440 1624 or sending an email to [email protected]. This is a free and independent service that will review the complaint.

If you do not have a deadlock letter, you can still take your complaint to the Energy Ombudsman if eight weeks have passed since you first raised the issue.

Emergency contact numbers

In the case of a gas or electrical emergency, you should not dial the Utility Warehouse contact number. We break down the emergency contact details below. Both of these emergency lines are available 24 hours a day, seven days a week.

Power cut

If you need to report a power cut or an electrical emergency, you should call your electricity network operator on 105.

If you experience a power cut, we recommend you take the following action (if possible):

• Check the street lights to see if the issue is affecting other areas.
• Go to your fuse box and check that the trip switch is on. If it’s not, attempt to reset the switch.
• Turn off any sensitive equipment, such as a computer.
• Keep your freezer closed. Some freezers can remain cold for up to 12 hours if kept unopened.
• Check on your vulnerable neighbours to make sure they are warm and that any medical equipment is working.

Gas leak

If you smell gas or need to report a gas emergency, you should call the National Gas Helpline on 0800 111 999 immediately.

In the event of a gas emergency, you should do the following:

• Put out all naked flames & turn off gas supply
• Open windows and doors
• Do not turn on or off electric switches
• Do not use your landline or doorbell
• Do not smoke

Other ways to contact Utility Warehouse

There are various other ways for you to reach out to Utility Warehouse besides just over the phone. Customers can also contact the energy supplier via email or Facebook.

To contact Utility Warehouse via Facebook, you must leave a comment on the page, as the supplier does not have the messaging service enabled.

Customers may also be able to find the answer to their query in the Help Centre on the Utility Warehouse website.

You can also send a letter addressed to Utility Warehouse Ltd, 508 Edgware Road, The Hyde, London, NW9 5AB.

What are Utility Warehouse’s opening hours?

Utility Warehouse contact numbers are open Monday through Friday from 9 am to 5:30 pm and Saturdays from 9 am to 4:30 pm. The emergency services outlined above are available twenty-four hours a day, seven days a week.

Moving house

If you need to close a Utility Warehouse account, there are a few ways you can go about doing so.

If you’re moving to a new property, you will need to contact the supplier’s customer service department on 0333 777 0777. We recommend calling a day or two before you leave the current property. You will need to supply a final meter reading when you call.

If you are switching to a different energy supplier, the new supplier will take care of getting in touch with Utility Warehouse to close the account for you. We recommend hanging on to your final meter readings until the account has been completely closed and any remaining credit has been refunded.