Digital channels
- Contact form: Online enquiry form
- Account: My Account portal
- Live chat: Available — see Utility Warehouse Help & Support pages
Customer service
Contact Utility Warehouse
Every way to reach Utility Warehouse 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 Utility Warehouse numbers that matter most
Online portal
My Account
https://uw.co.uk/account
For a suspected gas leak or carbon-monoxide release, call the National Gas Emergency line on 0800 111 999 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
Utility Warehouse 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 | 0333 777 0777 |
| Textphone via Relay UK | 0333 003 5643 |
| Gas emergency — National Gas Emergency line (free) | 0800 111 999 |
| 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
Network HQ, Utility Warehouse Limited, 508 Edgware Road, The Hyde, London NW9 5ABWritten complaints
Network HQ Utility Warehouse Limited 508 Edgware Road, The Hyde London NW9 5ABComplaint not resolved?
Escalate free to the Energy Ombudsman
If Utility Warehouse 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 Utility Warehouse. 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 Utility Warehouse 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 Utility Warehouse — frequently asked questions
You can reach Utility Warehouse customer service on 0333 777 0777, Mon-Fri 9 a.m. to 5:30 p.m.; Sat 9 a.m. to 4:30 p.m.. For a faster response outside hours, use the online account, the contact form, or the mobile app where available.
Call 0333 777 0777 (Mon-Fri 9 a.m. to 5:30 p.m.; Sat 9 a.m. to 4:30 p.m.) 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 Utility Warehouse). For a power cut, dial 105 to reach your local electricity network operator.
Utility Warehouse prefers written enquiries via its online contact form. The form routes your message to the correct team automatically — usually faster than email for billing or technical issues.
First, raise the issue directly with Utility Warehouse — 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 Utility Warehouse.
Yes — Utility Warehouse offers a chat service (In-app secure messaging via UW App). Live chat is best for quick questions, account look-ups or simple billing queries. Use the secure online account or phone for anything involving sensitive personal data.