This energy provider has shut down and is no longer operating.

First Utility is now Shell Energy: Account & tariff FAQs


First Utility is now Shell EnergyFirst Utility was acquired by Shell in 2018 and has been rebranded as Shell Energy. To find out what will happen to your First Utility tariff, supply, account login, billing, and smart meter, or to find updated contact info, head to the relevant sections in this page.

Shell takeover FAQs: What you need to know

Frequently Asked Questions

1) What will happen to my First Utility online account?

Following the supplier’s rebrand, First Utility customers will have to access their online accounts through the new Shell Energy login portal or app. Head to our Shell Energy Login page to find the correct link to the new login portal.

2) Will I pay more now that First Utility is Shell Energy?

If you are on a fixed-term tariff from First Utility, you will remain on the same tariff rates until the term of the contract has ended. After your contract ends you will be switched to Shell’s energy standard variable tariff, or you can sign up to one of its fixed-rate tariffs. See our Shell Energy Tariffs page for terms and rates.

3) What will happen to my bills?

Your bills will now have to be paid to Shell Energy Retail Limited. If you have set up a direct debit, no action is needed; your payments will be updated automatically. If you are paying via any other payment method, get in touch with the supplier to get the correct payment details.

4) Do I need a new Shell Energy smart meter?

Customers that received smart meters from First Utility do not have to switch to Shell Energy smart meters and will not experience any change in functionality. Meter readings must be submitted through their Shell Energy online accounts or by contacting the supplier.

5) How do I contact Shell Energy?

If you have any queries about your First Utility account, please direct them to the Shell Energy customer service team. Our Shell Energy contact page has all of the supplier’s published contact information.

About First Utility

First Utility was once the UK’s largest independent energy supplier outside of the Big Six, with a market share of 3% - that’s over one million household and business contracts. The supplier was launched in 2008 by co-founders Mark Daeche, Darren Braham and Marcus Citron,

In late 2014, First Utility set a hugely significant precedent for the energy industry by lowering the commonplace switch time from 4-5 weeks to 2.5 weeks, making the switching process easier for the general public. The supplier was also at the forefront of developing a range of smart thermostats named ‘Cozy’ for its customers, which were available on most First Utility tariffs upon request.

Good to know: Finances & ownership

Who owns First Utility?First Utility is now owned by Shell. In 2019, the supplier was rebranded to Shell Energy.

First Utility Ltd was an independent energy supplier, meaning that it was not owned by any external shareholder. The company operated from Coventry and is headed by CEO Ian McCaig.

In its latest public accounts report (2016), the supplier declared a total revenue of £908.4 million, a 7.2% increase from the previous year. This amounted to a total profit (after taxation) of £9.6 million.

First Utility acquired Usio Energy customers in October 2018 when the supplier ceased trading.

Customer reviews

For up to date information following First Utility's reband, see Shell Energy reviews.

First Utility performed well on the customer satisfaction scale. Out of the 31 British energy suppliers that were reviewed in the 2017 Which? customer service survey, First Utility came joint 12th, scoring well above all the Big Six energy suppliers.

According to the Which? survey, First Utility scored equally in all areas of the test, receiving 4 out of 5 stars on all sub-categories, with 68% overall satisfaction.

Prior to its closure, the supplier had seen over 28,000 people contribute towards First Utility’s 7/10 rating on consumer review website Trustpilot. The supplier also had a great reputation for replying and resolving all customer complaints made through the customer review site.

Account login & app

First Utility customers could log in to their online account on desktop or through the First Utility app to carry out a whole host of tasks that you would otherwise have to do over the phone.

Customers who stayed with the supplier once it became part of Shell should visit Shell Energy login for information on how to access the updated customer portal.

Contact First Utility

For up to date information, visit contact Shell Energy. The following First Utility contact information has been left as a reference.

You could get in touch with the First Utility customer service team over the phone, by email, by post or through the supplier’s online live chat service.

Below you can find a summary table of the supplier’s old contact details. You can also find out more about its former contact channels and processes, including its complaints procedure, in our dedicated First Utility contact page.

Contact channels Details
By phone: 01926 320 700 (Monday to Friday: 8am-8pm; Saturday: 9am-4pm)
By email: customer.service@first-utility.com
By post: First Utility Customer Services, PO Box 4360, Warwick, CV34 9DB

First Utility tariffs

Following its rebranding, First Utility customers were moved on to Shell Energy tariffs.

You can also visit First Utility tariffs to see what the supplier once offered under its previous guise.

Fuel mix

Shell supplies 100% renewable electricityAll First Utility customers were be automatically switched to 100% renewable electricity at no extra cost. At the time of writing, the national average for renewable fuel mix percentage currently sits at around 37.9%.

Billing

First Utility customers could receive a yearly discount of £12 per fuel for paying their bills via Direct Debit through their online account, and choose whether to pay a fixed monthly price based on yearly usage, or a variable monthly price based on actual usage.

See our Energy Bills Explained for more information about what to expect when you recieve your gas and electricity bills.

First Utility smart meters

Electricity meter

Just like many of the larger suppliers, First Utility was in the process of rolling out their new state of the art SMETS2 smart meters prior to its rebranding. This has continued as Shell Energy.

Each company’s smart meters are designed differently, with varying displays and features; however, they all work on the same network. This means that if you want to switch your supplier, you can do so without worrying about meter installations.

All smart meters available through First Utility were completely free, including the installation and set up. If you would like to find out more about smart meters you can read our Smart Meters guide; if you are already sure about installing one, go right ahead and book your installation by getting in touch with your supplier.

Meter readings

In order to avoid any kind of estimated billing, submitting a meter reading is essential. You could do so via the following methods for First Utility:

  1. Via the First Utility app
  2. Through the online account
  3. Over the phone
  4. Via email

The quickest way, according to First Utility, was to submit readings via the app; however, all of the other options worked just as well.

If you aren’t sure how to read your meters, see our ‘How to read your meters’ guide.

First Utility warm home discount

First Utility was one of the suppliers that provided the Warm Home Discount, a government-backed scheme set up in 2011 to support consumers that are at risk of fuel poverty. The scheme provides a rebate of £140 on fuel payments made during the winter. This has continued following the rebrand to Shell Energy.

To find out if you’re eligible for an automatic rebate, or if you’re eligible to apply, read our Warm Home Discount guide. For information about other schemes that provide financial support to consumers, head to our Schemes guide.

First Utility business

First Utility is no longer taking on commercial business customers. Existing customers can still access their online accounts through the supplier’s online business account login portal.

For any queries regarding your business account, please contact Shell Energy.

Updated on

The services and products mentioned on this website may only represent a small selection of the options available to you. Selectra encourages you to carry out your own research and seek advice if necessary before making any decisions. We may receive commission from selected partner providers on sales of some products and/or services mentioned within this website. Our website is free to use, and the commission we receive does not affect our opinion or the information we provide.