Digital channels
- Email: [email protected]
- Contact form: Online enquiry form
- Account: My Account portal
Customer service
Contact Utilita
Every way to reach Utilita customer service in the UK — general enquiries, prepayment, gas emergency, HomeCare, complaints, Welsh service, Relay UK textphone and the Energy Ombudsman complaint route.
At a glance
The Utilita numbers that matter most
Online portal
My Account
https://my.utilita.co.uk/
For a suspected gas leak or carbon-monoxide release, call the National Gas Emergency line on 0345 2068 999 immediately — free, 24/7, covers every UK gas supplier. Leave the property, do not switch on lights or use any electrical appliance.
Every line you might need
Utilita phone directory
Different queries route to different teams. Use the directory below to dial the right line first time and skip the in-line transfer.
| Department | Number |
|---|---|
| General enquiries | 0330 3337 442 |
| Prepayment / Pay As You Go | 0345 2068 333 |
| Moving home | 0345 2068 777 |
| Complaints | 0345 2072 000 |
| Business switching | 03330 156 662 |
| Gas emergency — National Gas Emergency line (free) | 0345 2068 999 |
| Power cut — local network operator | 105 |
Power cut right now?
Lost power? Report it and check the live map
A power cut is fixed by your local network operator, not your supplier. Call 105 free, 24/7 (Northern Ireland: 03457 643 643), then report it so neighbours can see it on the live UK map.
In writing
Email, contact form & postal address
Postal addresses
Head office
Hutwood Court, Bournemouth Road, Chandler's Ford, Eastleigh, SO53 3QBWritten complaints
Freepost RTXA-BEUG-KLGH, Utilita Energy Limited, Hutwood Court, Bournemouth Road, Chandler's Ford, SO53 3QBComplaint not resolved?
Escalate free to the Energy Ombudsman
If Utilita has not resolved your complaint within 8 weeks, or has issued a deadlock letter sooner, you can take it free of charge to the Energy Ombudsman — the independent ADR scheme approved by Ofgem.
The Ombudsman's decision is binding on Utilita. Using it does not affect your right to take court action separately. Have your account number, complaint reference and key dates ready before you file.
Social channels
Reach Utilita on social media
Social channels are useful for service updates, simple questions and outage alerts. For anything involving sensitive personal data (bills, payments, debt), use the phone line or the secure online account.
Common questions
Contacting Utilita — frequently asked questions
You can reach Utilita customer service on 0330 3337 442, Mon-Fri 8 a.m. to 8 p.m.; Sat 8 a.m. to 5 p.m. (blue top-up card). For a faster response outside hours, use the online account, the contact form, or the mobile app where available.
Call 0330 3337 442 (Mon-Fri 8 a.m. to 8 p.m.; Sat 8 a.m. to 5 p.m. (blue top-up card)) and follow the voice menu — choosing the option for an existing-customer billing query, or saying "speak to an agent", usually reaches a human fastest. Lines are quietest early morning and mid-afternoon midweek. Have your account number and supply postcode ready so the adviser can pass security quickly.
It depends on the prefix. 0800 and 0808 numbers are free from UK landlines and mobiles. 03 numbers (such as 0330, 0333 or 0345) cost the same as a standard 01 or 02 call and are included in any inclusive minutes on your mobile or landline tariff, so they are effectively free for most callers. The National Gas Emergency line (0800 111 999) and the 105 power-cut line are always free, 24/7.
For life-threatening emergencies always call 999. For a gas leak, suspected carbon-monoxide release or damaged gas pipe, call the National Gas Emergency line on 0800 111 999 — free, 24/7, and covers every gas supplier in Great Britain (not just Utilita). For a power cut, dial 105 to reach your local electricity network operator.
Yes — email Utilita at [email protected]. Include your account number, supply postcode and a clear description of the issue so the team can route the message quickly.
First, raise the issue directly with Utilita — by phone, email, contact form or online account. Keep written records of every notice and reply. If the complaint is not resolved within 8 weeks, or you receive a deadlock letter sooner, you can escalate it free of charge to the Energy Ombudsman, the independent ADR scheme approved by Ofgem. The Ombudsman's decision is binding on Utilita.
Utilita does not currently advertise a public live-chat option for residential customers. Use the online account, mobile app or contact form for written enquiries, or the phone line for anything urgent.