Utility Point was one of the UK’s smallest and newest energy suppliers before going bust in September 2021 due to the gas crisis. Its customers were subsequently transferred to EDF Energy as part of Ofgem's Supplier of Last Resort protection. It claimed to offer clear and affordable pricing to its customers, while also providing an efficient and dedicated service. We had a look at Utility Point reviews to find out what its customers thought.
Pros
- Provided accurate bills, scoring 4/5 stars on Which?'s most recent customer survey.
- Bills were also said to be easy to understand, with Citizens Advice rating the provider 5/5 in this category.
- Citizens Advice rated them 5/5 for ease of switching.
Cons
- Ranked in the bottom half (15th) of the 26 providers included in Which?'s survey for 2020.
- Customers were split on the provider's value for money, with several citing this as a problem in reviews and those surveyed by Which? giving an average score of 3/5.
- Received a high number of complaints according to Citizens Advice, scoring a poor 1/5 stars in this category.
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Utility Point reviews had mixed ratings on consumer review websites like Trustpilot, Which?, and Google, as can be seen in the table below. We'll go further into why we thought this is in the sections that follow.
| Customer review site | Trustpilot | Which? | Citizens Advice |
|---|---|---|---|
| Average rating | 3.4/5 | 65% | 2.6/5 |
📞Customer Service Reviews
When it comes to customer service, the Utility Point energy reviews were mixed. Some customers praised the customer service representatives for being attentive and seeming to genuinely care about the customers. However, customers wrote in their Utility Point review that they were frustrated at the service being slow and unresponsive.
In Which’s September 2020 survey of 84 Utility Point customers, the energy supplier was awarded three out of five stars for its customer service. Citizens Advice also gave Utility Point three out of five stars, which was on par with most other providers.
I have been with this company a year and just renewed for another. It is a very caring company and always very helpful and kind whenever I contact them. They are unlike other companies and do really seem to make the effort to help the customer.”
Unfortunately for Utility Point, we have noticed an increase in complaints regarding customer service (and specifically response times) since the start of 2020. Which? most recently reported an average call wait time of 15 minutes and 55 seconds. In comparison to other suppliers, this is quite a long time to wait, and customers are becoming increasingly unhappy about it.
The customer service is slow and generally incompetent. It takes days to get an answer and that answer is usually not what you asked for. I’m on my second year with them but will probably not renew again and will switch to a provider with better customer service.
So why is this happening? We suspect this is due to an increase in customer base, with which Utility Point's customer service team has yet to expand and catch up. This is a typical challenge that many new providers face as they begin to gain customers and grow exponentially.
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💸Value for Money Reviews
When it came to getting cheap gas and electricity, Utility Point reviews showed that the provider appeared to offer good value for money for fixed-rate tariffs. However, the energy provider received three out of five stars for value for money from the customers who participated in Which?'s most recent survey (last updated May 2021).
Many customers had reported switching to Utility Point because it came up as having the cheapest energy tariff on a price comparison site. It appears the majority of customers did benefit financially from switching, and many praised the provider for saving them a few hundred pounds a year in comparison with their previous providers.
In addition to the cheap gas and electricity prices, Utility Point energy reviews showed that customers also benefitted from a rewards system that included discounts (of up to 20% off) at selected stores and restaurants.
We have been with Utility Point for our gas and electrics for a year now and have just renewed with them for another year which was quick and easy to do. We've had no issues with them at all and have found their low prices to be unbeatable, saving us around £400 a year.”
🧾Billing and Switching Reviews
As with customer service and value for money, Utility Point received another four out of five stars from Which’s annual survey for bill accuracy and three out of five for bill clarity. Citizens Advice awarded Utility Point a whopping five stars for billing clarity in its industry comparison for Oct-Dec 2020 (the most recent as of May 2021) despite not performing particularly well in other areas.
Common praise we noticed in Utility Point reviews is that customers generally had a great first impression of the energy company. Many customers mentioned in their own Utility Point review how easy it was to switch over from a different energy provider and set up a new direct debit with Utility Point.
Quick and easy switch from another utility company. Only been with them a month but no problems so far.
A minor downside for some customers is smart meter incompatibility. The company plans to fix this problem by rolling out smart meters in the near future, but it is slightly behind its competitors in this regard. The smart meters would automatically send accurate meter readings to Utility Point so that customers don’t have to manually provide a meter reading to ensure they receive an accurate bill.
Switching process was simple. Communication was good with clear instructions. Saving hundreds of pounds per year. Only issue is non compatibility with smart meter but it's a small price to pay.
Another trend we noticed in the past is that customers complain that Utility Point has increased the amount of their direct debit even though the customers reported being in credit and having the same energy usage.
Giving me 10 days to pay a new direct debit amount, which is over double what we have been paying for ages, and we are currently in credit! And can't switch or they will charge! No idea how I'm going to pay the bills!
It appears many customers decided to switch gas and electricity suppliers because of these billing issues. Some customers have noticed this trend in the Utility Point energy reviews themselves, and they are even questioning if the supplier is on the brink of going bust.
I transferred from Utility Point more than 3 months ago. They owe me more than £500. Several promises have been made and recently a confirmation came from the complaints department that money would be returned within 5 working days plus an additional inconvenience payment. Still no refund. I am now moving on to the ombudsman.
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📢Utility Point Complaint Handling
If you do have to make a complaint to your electricity and gas provider, you are going to want it handled quickly and efficiently. Let’s have a look at data from Ofgem to see how well Utility Point handled customer complaints.
| Time frame | Complaints per 10,000 customers | Resolved by the next working day | Resolved within eight weeks |
|---|---|---|---|
| Jan-Mar 2021 | 20 | 80% | 98% |
In comparison to other energy providers, even other small energy companies, Utility Point seemed to have a good track record for handling complaints.
The number of complaints the provider received during this period was also extremely low, which was equally encouraging. However, despite the improvement in complaints handling, Utility Point ceased trading in September 2021 and customers were transferred to EDF Energy.
Complaints FAQs
How do I make a complaint to Utility Point?
If you need to file a Utility Point complaint, the easiest way to do so is by contacting the supplier's Members Relationship Team on 03455 57 78 78 or sending them an email at [email protected]. Utility Point will aim to solve the issue as soon as possible.
I am unhappy with the way Utility Point resolved my complaint - is there anyone else I can contact?
If you are still unsatisfied with the resolution, you can then request a “deadlock letter” from Utility Point. This letter serves as written confirmation that Utility Point was unable to resolve the issue. You can then refer your complaint to the Energy Ombudsman. If the provider declines to issue you a deadlock letter, you can still refer the complaint to the Energy Ombudsman after eight weeks have passed since you first raised the complaint.
DO NOT DO BUSINESS WITH THIS DEN OF THIEVES! On the 19th June I switched successfully to another provider. I finally got my final statement at the end of July saying I was £146 in credit. I waiting the 10 working days that is the Ofgem standard and rang them on 19th August to chase my refund. I was told that it was just waiting to be processed and would take another 10 working days and the lady confirmed I would then have my £146. I then queried why only £146 as they had missed their window and now owed me compensation of £30. She then admitted it would be £176. Fast forward 10 working days and I called again on 3rd September to be told my refund would be escalated by a manager and I would have it the following week. At this point I also asked for a formal complaint to be raised. I rang again today 13th September as still no money. Was told by the call handler that there was nothing he could do as it was with the laughably titled 'customer care team'. I asked to be put through to them only to be told they don't accept calls! A complaints team that won't take calls is ridiculous! So I asked to speak to a manager and was told that would take 5 days!! This company has all the customer service ability of a used teabag. AVOID AT ALL COSTS!
See more See lessAbsolutely awful, waited months for several hundred pounds they owed me. Kept saying... Wait its been escalated, then nothing happened. Had to get Citizens Advice to help me.
See more See lessTerrible. They charged too much as a monthly direct debit. I left them. It has been months and they owe me over half a thousand pounds in credit. Despite many complaints and chasing I am still waiting for my credit.
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