At Utilita Energy, we’re committed to delivering outstanding customer service and treating all of our customers fairly. Being open and honest is an integral part of our company ethos and we are constantly looking to improve our service to meet the needs of our customers.
Our Treating Customers Fairly Statement explains how we are meeting the new ‘Standards of Conduct’ introduced by Ofgem, the industry regulator, in 2013. The aim of these Standards is to improve the experience customers have with their energy supplier and ensure they receive fair treatment.
Our aim is to provide a service for our customers that is affordable, convenient and easy to use. We aim to provide all of our customers with free market leading smart meters which allow them to choose and switch between a variety of payment methods to suit, including Pay-As-You-Go, Direct Debit and Pay on Receipt of an invoice.
We will always treat our customers professionally and with courtesy.
We want it to be as easy as possible for customers to contact us when they have an enquiry. Our contact information is readily available on our website and customers can easily get in touch with us in a variety of ways, including:
We have a specialist business focused customer service team to ensure all queries are dealt with appropriately and efficiently, whether you are a new, existing or leaving customer.
We have a ‘Help Centre’ section on the website which includes guides for solving the most common queries, and also includes all relevant contact information for our customer service team.
We want all of our staff members –including engineers, sales agents and external contractors – to be thoroughly trained and able to provide customers with clear and straightforward advice to resolve any queries they might have.
We believe that all of our customers should understand, and be aware of, our responsibilities to each other. That’s why we have taken time to ensure that our Contracts, Terms and Conditions and written correspondence are written in straightforward plain English. We will always inform customers about any changes that might affect the price of their energy, and provide customers with any relevant information should there be changes to industry laws or regulation that might affect their account.
To be transparent, we ensure that our contracts do not automatically roll over when coming to an end. We send customers a renewal notice a minimum of 60 days before their contract is due to end. The notice will include information on;
The notice will also include detailed information on our deemed contracts rates in the case that the customer does not accept the renewal offer and does not give a termination notice.
For more information on our deemed and out of contract rates, please click here.
We hope that customers won’t need to end their contract early, but if they do, our Customer Service Team are always on hand to assist with the process. Termination fees may be applicable; more information on this is available within the Terms and Conditions.
We always strive to provide our customers with an exceptionally high standard of service.
We believe customers should always speak to an advisor who is able to deal with customer queries quickly and efficiently. New advisors go through an extensive training program before making or taking customer calls. They are then supported while they get experience.
We record every inbound and outbound call and we monitor the calls to ensure that our high standards are being met.
In all our training, we emphasise the importance of a customer focused approach in providing our fairer energy deal. We want customers to know when they call our specialist business team, they can speak to a friendly and attentive member of staff who wants to help and can advise customers on saving energy and money.
We are working to develop and further improve our services to:
Continually provide customers with more benefits, more convenient, and better value energy service. We are striving to exceed customer expectations by offering more than is expected from an energy supplier.
We continue to invest in services, staff training and new technologies to improve customer experience. We also want to continue developing the various communications channels available to customers today, so it is always easy to contact us by any method. If you have any comments or ideas regarding our service, please contact us.
If you would like a hard copy of this statement, please contact us.
You can contact us by:
Alternatively, you can find a range of useful contact details in our Codes of Practice.
Utilita Energy Limited, Hutwood Court, Bournemouth Road, Chandler's Ford, Eastleigh SO53 3QB
Registered in England & Wales No: 04849181 Regulated by Ofgem
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