A relative newcomer to the UK energy scene, Utility Point claims to offer clear and affordable pricing, as well as a dedicated and efficient service. Read on to find out more about what the gas and electricity provider has to offer.
Since Utility Point launched in late 2017, the energy provider’s customer base has grown to around 100,000 customers. With some of the cheapest tariffs on the market, the Poole-based energy supplier is determined to be recognised for its “efficiency and dedication".
Whether you're already a Utility Point customer or you’re with a different provider and thinking about switching, you'll find useful information on this page. From energy tariffs and prices to meter compatibility and contact details, we break down everything you need to know.
Tariffs and prices
Utility Point offers a variety of gas and electricity tariffs for its customers. All payments are made via a monthly direct debit. Let’s have a look at some of the different types of available tariffs that Utility Point offers.
If you switch to Utility Point from a different provider and you're charged an exit fee to cancel your previous energy contract, you may be entitled to a refund of up to £36. This is only available for customers who sign up with Utility Point directly through the provider’s website. You will need to provide the energy company with the final bill from your old supplier.
Fixed tariffs guarantee that the price you pay for gas and electricity will not change for the duration of your contract. If you decide to cancel your contract early, you will be charged an exit fee of £30 per fuel.
For customers on any fixed tariff, Utility Point will notify you between 42 and 49 days before your term comes to an end. You will be presented with a selection of available tariffs to switch to.
If you don't select one of the options available, Utility Point will put you on a default tariff which is not necessarily a variable one, unlike other providers. You won't be charged an exit fee if you decide to change to a different tariff in the future.
Utility Point is one of the only electricity and gas providers in the UK to put customers on fixed-rate tariffs by default. However, Utility Point is similar to other energy suppliers in that its default tariff is one of its most expensive plans. The current default tariff for Utility Point seems to be its Just Join UP 21 24M Fixed Wk04.
Customers on variable tariffs are not protected from a price increase. Customers will be given 30 days notice before the cost of their energy changes. If you are on a variable tariff, you can cancel your contract at any time without having to pay a termination fee.
Utility Point does not seem to offer a variable tariff at the moment.
We've done some digging to see what former and current Utility Point customers have to say about the supplier. The table below outlines the main trends we noticed in Utility Point reviews online:
|Positive points||Negative points|
|Affordable pricing||Energy bills increase even when in credit|
|Easy to sign up and/or switch||Difficult to get credit refunded|
|Handle complaints efficiently||Long call wait times|
The balance between positives and negatives are reflected in Utility Point's score on the customer review site Trustpilot, which sits at 3.3 out of 5 at the time of writing (last update in May 2021). The provider placed 15th out of 25 in Which?'s most recent energy customer survey, scoring 65% overall - in short, it doesn't seem like you'll have too bad an experience with them. For a more detailed analysis, visit our Utility Point Reviews page.
Since Utility Point only accepts payments made via direct debit, you must have a credit meter in order to have your gas and electricity supplied by them. Let’s have a look at what you should do if you don't have a traditional credit meter:
If you have a smart meter, the meter will lose its smart functionality with Utility Point as it doesn't currently support them. The provider says it does plan to work with smart meters in the future, however, though it is already slightly late to the party.
Your smart meter will still function on a Utility Point tariff - it will just operate like a traditional credit meter. You will be required to submit your meter readings manually each month. To give your meter readings, you can either call Utility Point on 0345 557 7878 or submit them at any time online via the customer portal.
Utility Point does not support prepayment meters. If you have a traditional prepayment meter and want to switch your provider to Utility Point, you should contact your current provider and request to have a smart meter installed. Energy companies are aiming to install smart meters in every home across the UK over the next couple of years, and installation is typically free.
If you are a pay-as-you-go customer with a smart meter, you will need to contact your current provider and ask to have your meter put in credit mode. This can be done quickly and easily without an engineer having to come out to your home. You will then be able to switch to Utility Point. As mentioned before, the smart meter will lose its smart functionality.
All energy providers must inform their customers about the mix of fuels used to generate electricity, but Utility Point has not yet published data for the most recent period on its website (correct as of May 2021). Here is the most recent data on the provider's fuel mix, which is for the period of 1/4/2019-31/3/2020:
|Utility Point average||6.3%||72%||8.2%||8.3%||5.2%|
Utility Point’s leading source of electricity, as you can see, is natural gas. This fuel is not a renewable source of energy, and it emits carbon compounds into the atmosphere.
Even though Utility Point’s second-largest source of power is renewable sources, like wind and solar power, the provider still comes in far behind many other energy providers for its use of sustainable generation. The provider claims to offer 100% renewable energy by purchasing REGO certificates to offset its energy use, which can be misleading as customers tend to think this means their energy is entirely renewably sourced.
Contact Utility Point
There are many different ways for you to get in touch with Utility Point. We break down the best ways for you to contact the energy provider depending on your query.
Utility Point does not handle gas or electricity emergencies. To report a power cut or an electrical hazard, call 105 or 0800 404 090. To report a gas leak or a struck pipeline, you should call 0800 111 999 immediately. Lines are open 24 hours a day, seven days a week.
Utility Point Customer Service
To speak with a customer service representative at Utility Point, you should call 0345 557 7878. Lines are open Monday through Friday from 9 am to 6:30 pm.
You can call Utility Point’s customer service department to deal with any of the following issues:
- To register with Utility Point
- To close your account or transfer it to a new property
- To pay a bill or discuss payment methods
- To submit a meter reading
- To make a complaint
You can also submit meter readings and pay bills via your online account. For details about how to access your online account, check out our Utility Point login guide (coming soon!).
Other ways to contact Utility Point
Apart from calling Utility Point on the phone, there are various other ways to get in touch with the provider.
The quickest response time we had from Utility Point was through its live chat, which can be accessed on the company’s website by clicking on the ellipses in the bottom right corner. A representative responded within a matter of seconds after sending a message. The service is only available Monday through Friday from 9 am to 6:30 pm.
Customers can also write a letter addressed to Utility Point Limited, Floor 7, Merck House, Seldown Road, BH15 1TW, or send an email to email@example.com.
Utility Point also invites customers to reach out via Facebook, Twitter or Instagram.
By going to the Utility Point website and clicking on Help and Support: FAQS in the menu at the bottom of the page, you may even be able to find the solution to your query without having to contact the energy provider directly.
To make a complaint
To make a complaint to Utility Point, we recommend first calling the customer service department on 0345 557 7878. Representatives are available Monday through Friday from 9 am to 6:30 pm.
If you prefer to have your complaint in writing, you should send an email to firstname.lastname@example.org or fill out an online complaint form on the provider’s website. You can locate the form by clicking on Complaints at the very bottom of the provider’s homepage and then selecting Online Form.
Utility Point will aim to give you a response the same day the complaint is made. If you are not satisfied with the conclusion, you can then escalate the complaint to the internal complaints team. A representative from this team will contact you within five days.
If you are still not happy with the resolution of your complaint, you should request a “deadlock letter” from Utility Point. This letter confirms that the complaint remains unresolved. You can then pass your complaint on to the Energy Ombudsman. If you are refused a deadlock letter by the provider, you can still contact the Energy Ombudsman after waiting eight weeks since initially making the complaint.
Utility Point contact phone numbers
Refer to the table below to find the best contact number for Utility Point based on your query.
|Department||Phone number||Opening hours|
|Customer service||0345 557 7878||Monday to Friday: 9am-6:30pm|
|Sales support||0345 557 7878||Monday to Friday: 9am-6:30pm|
|Energy complaints||0345 557 7878||Monday to Friday: 9am-6:30pm|
|Energy Ombudsman||0330 440 1624||Monday to Friday: 8am-8pm, Saturday: 9am-1pm|