First Utility contact phone numbers
Our guide breaks down all the First Utility contact details you could possibly need. Read on to find out what is the best way for you to contact the energy provider, depending on your query.
First Utility was acquired by Shell Energy in 2018. The company was later rebranded as Shell Energy in 2019. For up-to-date details about how to contact the new provider, visit our Shell Energy contact page.
Emergency contact information
If you have a gas or electrical emergency, you should not contact First Utility. To report a power cut, you should call your electricity network operator on 105. In the event that you smell gas or need to report a gas leak, you should immediately call the National Gas Helpline on 0800 111 999. These helplines are all open 24 hours a day, seven days a week.
|Gas emergency||0880 111 999|
Speak to a representative
Former First Utility customers can call the customer service team on 0192 632 0900. Your call will be automatically transferred to the new provider.
You will listen to an automated recording. Select one of the following options depending on your query:
- For energy enquiries, press 1.
- For broadband, press 2.
- For boiler care, press 3.
- Electric vehicle tariff, press 4.
- To report the smell of gas or loss of supply, press 9
Representatives are available Monday through Friday from 8 a.m. to 6:30 p.m. and Saturdays from 9 a.m. to 4 p.m.
First Utility customer accounts have been taken over by Shell Energy. When calling the sales support team at First Utility on the number stated below, your call will automatically be transferred to the new provider.
If you need to transfer you account to another property or are looking to switch energy providers, you should contact First Utility’s sales support team by calling 0192 632 0700. If you have a billing enquiry or need to renew your tariff, you should also contact this phone number.
Make a complaint
Customers can no longer make complaints to First Utility. You will now need to get in touch with Shell Energy to raise your complaint.
To make a complaint to First Utility, we recommend first calling the customer service department on 0192 632 0900. Representatives are available Monday through Friday from 8 a.m. to 6:30 p.m. and on Saturdays from 9 a.m. to 4 p.m.
Customers can also fill out a complaints form on the First Utility website, or write a letter detailing the complaint to First Utility Ltd, PO Box 6363, Coventry CV3 9LR.
First Utility will try to solve the complaint as soon as possible. If you are not satisfied with the resolution of your complaint, you can call the customer service department and ask to speak with the Resolution Centre. You can also send an email to firstname.lastname@example.org.
A representative should get back to you within 10 days with a solution.
If you are still not pleased with how your complaint has been handled, you can escalate the complaint by sending an email to Andy Eadle, Director of Customer Service, at email@example.com. You can expect an email from Andy Eadle himself or a member of his team within five working days.
If you are still not satisfied with the conclusion, you can then contact the Energy Ombudsman on 0330 440 1624. You can also contact the Energy Ombudsman if First Utility does not handle your complete within eight weeks of when you first made contact.
First Utility contact phone numbers
Former First Utility customers should reference our summary of Shell Energy contact numbers for current details.
Reference the following table to quickly find the phone number you need.
|Department||Contact number||Opening hours|
|Customer service||0192 632 0900||Monday to Friday: 8am-6:30pm|
|Sales support||0192 632 0700||Monday to Friday: 8am-6:30pm|
|Energy complaints||0192 632 0900||Monday to Friday: 8am-6:30pm|
|Gas emergency||0800 111 999||24/7|
|Energy Ombudsman||0330 440 1624||Monday to Friday: 8am-8pm, Saturday: 9am-1pm|