FAQs

The registration is quick and easy, you can create an account by visiting My Utilita. You will need your customer reference number (this can be found on any letter you have received from us) and your primary email address registered to your Utilita account.

NOTE: My Utilita isn’t quite ready for Group Accounts so if you have an email address registered to more than one account, you won’t be able to register just yet.

• Visit Forgot Password
• Enter the email address registered to your Utilita account
• Check your inbox for a password reset email
• Click on the URL provided in the email and enter a new password

Yes, you must provide your current supplier with a Termination Notice.

If you are on a Fixed Price Energy Plan the price you pay will only change if the information you provided us with was incorrect or if your energy needs change.

If your premises is covered by an active Fixed Price Energy Plan, each contract will run from the date that you signed an Application form, submitted your Application over the internet, or made an Application on the telephone and will cease on your contract end date. Please note that Termination Notice should be provided up to 30 days before the end of your Fixed Price Energy Plan period. If you wish to terminate your contract before the expiry date, you will be liable to pay a termination fee.

For more information on the termination fee, please visit our Principal Terms.

Your current supplier can object to you switching, but only under specific circumstances, which will be set out in your contract. Some typical reasons include:

• if you are in debt with your supplier
• if you are still bound by your contract
• because you are on a Fixed Energy Plan where the term has not ended

But your supplier cannot object if:

• you are not signed up to any contract because you are on a deemed contract
• your contract has expired, and you are not bound by its terms

If your current supplier does object to your switch, they are under licence obligations to tell you this as soon as possible. They must also tell you the reason why they have objected and how you can resolve this if you think you have a case to appeal against the reason for their objection.

It is a document that will enable a Third-Party Intermediate (TPI) or Agent to work on your behalf. They will need to contact your current supplier and access your data in accordance with the Data Protection Act - and for that, they need your authorisation.

You can download a Letter of Authority from here.

According to Ofgem, you are a micro-business if you meet one of the following criteria:

• Employs fewer than 10 employees (or their full time equivalent) and has an
• Annual turnover or balance sheet no greater than €2 million; or
• Uses no more than 100,000 kWh of electricity per year; or
• Uses no more than 293,000 kWh of gas per year

If you are moving out of your premises, you need to submit a Change of Tenancy form found in our download centre and a copy of the Tenancy Agreement.

We will ask you for a final meter reading. This is important in determining if there is any debt on your meter or if there is money to be credited back to you.

If you’ve moved into a new property where the energy is already supplied by us, you will need to submit a Change of Tenancy form which can be found in our download centre and a copy of the Tenancy Agreement.

We will still ask for a current meter reading to ensure that your billing is accurate, and you do not take on any previous debt.

There are several quick and easy ways to submit a meter reading:

- Online via My Utilita

- Call our Automated Meter Reading Line: 03452 093 750

- Send a text/sms message to 84433
Text 'Utilita' followed by your account number*, then the word 'Elec' followed by your electricity meter reading and/or the word 'Gas' followed by your gas meter reading to 84433 (SMS charged at your standard network rate)

- Send them by email: meterreadings@utilita.co.uk

* Your account number can be found on any correspondence you have received from us.

Monthly Fixed Direct Debit allows you to split the cost of your yearly energy charges equally over a period of 12 months.

This payment method is calculated to cover your expected energy usage for the year. If available, we use your previous year’s usage. When it isn’t, we use details we have about your premises, to estimate your usage. We calculate your total energy costs for the coming year - then simply divide it by 12 to give you a monthly figure. More information can be found on our Paying for your Energy.

A variable Direct Debit is suitable for customers who want to pay for exactly what they use during that month. Your bill amounts will vary month to month depending on your energy usage. More information can be found on our Paying for your Energy.

BillPay is a payment method that allows you to make energy payments and pay off outstanding balances on your account using a BillPay card.

Customers who currently pay for their energy on receipt of a bill, or via direct debit or who owe a balance on their account may also use a BillPay card to pay this off. We will send you a BillPay card before your Supply Start Date.

Pay-as-you-go meters or prepayment meters are not available to new customers. This type of meter requires payments, known as top-ups, in advance of the energy being used. If the credit runs down to below £0, then the meter may shut off supply to the premise. This is not a desirable payment option for businesses that rely on a continuous supply of energy to remain profitable. For more information visit our Paying for your Energy.

Contact our Business Customer Services Team on 03330 156 662 to discuss any smart meter options that may be available to you.

SMETs 2 will be available by Q3 of 2020 (correct as of November 2019).

Please contact us on 03330 156 662

Call 105, National Power Cut Helpline open 24hrs, 7 days a week.

They will be able to put you straight through to the right organisation responsible for fixing power cuts in your local area (it is free to call from most landline and mobile phone numbers).

Call the National Gas Emergency Helpline immediately on 0800 111 999

Call the National Gas Emergency Helpline immediately on 0800 111 999

• Open doors and windows for ventilation
• Do not use matches or naked flames
• Do not turn on or off any electrical switches
• Do not use mobile phones
• If it is safe to do so, turn the gas off at the meter unless the meter is located in the cellar/basement
• If an electrical security entry lock/phone is fitted, then this must not be operated. The door must be opened manually

For a quote, please contact us on 01376 313 248 from 8.30am to 5pm Monday to Friday. Alternatively, you can email us on smesales@utilita.co.uk

To discuss a renewal of contract, please contact us on 01376 313 248 from 8.30am to 5pm Monday to Friday. Alternatively, you can email us on SMERenewals@utilita.co.uk

We take GDPR very seriously. To find out how we use and look after your information, please see our Privacy Information Notice.

If you received a polite/final reminder letter or notice of intent, please contact our Customer Budgeting Team on 0330 053 8607. If you received a central recovery letter, please contact central recoveries on 0203 829 8059.

You will need to contact the Debit Collection Agency on top of the letter.