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Utility Point review: energy tariffs & contact details

As one of the UK’s newest energy suppliers, 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 gas and electric provider’s customer base has grown to nearly 100,000 customers. With some of the cheapest tariffs on the market, the Poole-based energy supplier is determined to be recognized for its “efficiency and dedication.”

Whether you are already a customer of Utility Point or you’re with a different provider and thinking about switching, we’ve got you covered. From energy tariffs and prices, to meter compatibility and contact details, we break down everything you need to know about the new energy provider.

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.

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The following calculations are based on the average energy consumption rates for a medium-sized household in London, which is 3,100 kWh of electricity and 12,000 kWh of gas per year.

If you switch to Utility Point from a different provider, and you are 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

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.

Below, we break down one of Utility Point’s most popular tariffs, the Just up 20 Wk15 Direct tariff. This plan guarantees you a fixed price for 12 months.

Just Up 20 Wk15 Direct tariff (fixed for 12 months)
Cost type Price
Electricity unit rate 14.55p per kWh
Gas unit rate 2.57p per kWh
Electricity standing charge 12.89p per day
Gas standing charge 14.70p per day
Total estimated cost per month £71.65
Total estimated cost per year £859.80
Exit fee £30 per fuel

For customers on any fixed tariff, Utility Point will notify you between 42 and 49 days before your fixed term comes to an end. You will be presented with a selection of available tariffs to switch to.

If you do not select one of the options available, you will be put on a default tariff. Even if the default tariff is fixed, you will not 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 is the Quartz tariff, which is outlined below.

Quartz default tariff (fixed for 12 months)
Cost type Price
Electricity unit rate 15.29p per kWh
Gas unit rate 3.81p per kWh
Electricity standing charge 18.45p per day
Gas standing charge 21.27p per day
Total estimated cost per month £89.69
Total estimated cost per year £1,076.31
Exit fee £0 per fuel

Variable tariffs

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.

Let’s have a look at one of Utility Point’s variable tariffs.

V-UP variable tariff
Cost type Price
Electricity unit rate 14.41p per kWh
Gas unit rate 3.08p per kWh
Electricity standing charge 19.78p per day
Gas standing charge 23.37p per day
Total estimated cost per month £81.18
Total estimated cost per year £974.14
Exit fee £0 per fuel

Support tariffs

Customers on support plans will be rewarded for making payments and submitting meter readings on time. Customers who have consistently done so will receive a credit to their account that is equal to 50% of the total cost of your first three months on the tariff. You can expect the credit to be applied within 30 days after your third monthly statement.

Instead of having your energy costs spread out over the course of the year, customers on support tariffs pay more in the winter months (when they are generally using more energy) and less in the summer months (when energy usage tends to be significantly less).

Let’s have a look at one of Utility Point’s support tariffs. This one also happens to be the provider’s most popular tariff.

UP Support v2 tariff (fixed for 12 months)
Cost type Price
Electricity unit rate 15.07p per kWh
Gas unit rate 2.94p per kWh
Electricity standing charge 12.89p per day
Gas standing charge 14.70p per day
Total estimated cost per month May - July £38.38
Total estimated cost per month August - April £76.74
Total estimated cost per year £805.80
Exit fee £30 per fuel

Customer reviews

We did some digging to see what former and current customers of Utility Point have to say about the gas and electricity supplier.

The table below outlines the main trends we noticed in the customer reviews. For a more detailed analysis, visit our Utility Point Reviews page.

Positive points Negative points
Affordable pricing Energy bills increase even when in credit
Easy to sign up and switch to Utility Point Difficult to get your credit refunded
Handle complaints efficiently Long call wait times

Meter compatibility

electric meter

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 the energy provider. Let’s have a look at what you should do if you do not have a traditional credit meter.

Smart meters

If you have a smart meter, the meter will lose its smart functionality with Utility Point. The meter will still function -- it will just operate like a traditional credit meter and 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 your customer portal.

Prepayment meters

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 the installation is typically free.

Want to get a PAYG Tariff for your gas and electricity? Call us to find out how to switch without any hassle or expensive equipment changes. Call 020 3966 4692 or get a free callback now.

If you are a pay-as-you-go customer with a smart meter, you just 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.

Fuel Mix

All energy providers must inform their customers about the mix of fuels used to generate electricity. Utility Point’s leading source of electricity generation 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 other energy providers for its use of sustainable sources. We hope Utility Point plans to take more action to decrease its carbon emissions in order to help the UK reach its target of bringing greenhouse gas emissions to net zero by 2050.

Contact Utility Point

In response to the coronavirus pandemic, Utility Point’s call center is temporarily closed. If you are off supply, you should call 0345 216 0012 or send an email to emergencies@utilitypoint.co.uk. Lines are open Monday through Friday from 9 am to 6 pm. For other inquiries, you can email the provider at help@utilitypoint.co.uk or speak with a representative online via the live chat.

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.

Emergencies

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.

In the case of an emergency, Utility Point advises the following:

  • Don’t turn switches on or off
  • Don’t smoke
  • Open doors and windows
  • Turn off the meter at the control handle if possible
  • Warn people in the area to stay away from the hazard

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.

The following are some reasons why you may need to call Utility Point’s customer service department:

  • 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 through 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 help@utilitypoint.co.uk.

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 complaint@utilitypoint.co.uk 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.

Utility Point contact phone numbers
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
Power cut 105 24/7
Gas emergency 0800 111 999 24/7
Energy Ombudsman 0330 440 1624 Monday to Friday: 8am-8pm, Saturday: 9am-1pm

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