telephone number: 0845 450 4357

Terms and Conditions

THE BASICS
1. The contract is between you (the customer) and Utilita Energy Limited.
2. The contract consists of these terms and conditions, your Price Plan, the details contained in your Application, and any Promotional Offer (e.g. special discount, free gifts or entry into a reward points scheme) provided to you when you made your application.
3. 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.
4. Supply will commence on the Start Date notified to you for each Service we supply to you.
WORDS AND PHRASES
1. Words and phrases used in this contract have these meanings, and all other words and phrases not contained here will appear on the Application, the Price Plan or any Promotional Offer:
  - “energy” means gas and/or electricity, or both depending on the options you have chosen.
  - “OFCOM” means the communications regulator, which is an organization formed by Parliament to protect the interests of communications services customers.
  - “OFGEM” means the Office of Gas and Electricity Markets, which is an organization formed by Parliament to protect the interests of utility customers (or any competent successor body or authority).
  - “OFWAT” means the Water Services Regulation Authority, which is an organization formed by Parliament to protect the interests of water customers (or any competent successor body or authority).
  - “premises” includes any part of any land or building or structure supplied under this contract at which the supply is used wholly or mainly for domestic purposes.
  - “Services” means either utility services (any or all of a gas supply, electricity supply, heat supply, wate supply and telecommunications Service), and/or other associated services (for example, boiler maintenance or energy conservation services) at premises in Great Britain.
  - “Smart Meter” means a meter that has the capability to be remotely read or managed and/or provides you with consumption and other additional information, and may have a separate keypad or display.
  - “supply” and “supplied” in each case refers to the supply of any of a gas, electricity, heat, water or telecommunications utility Service under this contract (but not otherwise) and “utility” shall have the same meaning. It may also include the provision of services required or undertaken in respect of such supply.
  - “supply point” means the point at which the flow of the utility Service to the supply address is metered.
  - “we” and “us” and “our” in each case refers (regardless of any wording to the contrary) to Utilita Energy Limited and includes any employees, officers, or agents of that company acting for the purpose of this contract.
  - “you” and “your” refers to the person or persons named on the Application and/or any other persons notified by you to us from time to time and accepted by us (and includes other users at the premises).
OUR OBLIGATIONS TO EACH OTHER
1. We agree to supply the Services that you have chosen at the premises you have specified.
2. You agree that you are the owner or occupier of the premises (or will be on the date you require the Services to start) and have authority to change the supplier of the Services at the premises.
3. You agree that the premises are currently connected to mains gas, electricity, water and/or a telephone network for the relevant Service, or that they will be when the Service is due to start. In the case of a heat supply that the premises is connected to a heat distribution system.
4. You agree that you are responsible for all pipes, fittings, plant, wires and cables, equipment, and apparatus used in connection with the supply on your side of any meter or main telephone junction box and will maintain them in good working order and safe condition at all times.
5. You agree not to interfere with the meter or any meter reading equipment.
6. You agree to co-operate with us in all matters relating to the Services.
7. We do not guarantee the supply of a Service to your premises. Our supply of a Service will be delivered to your premises by the local gas network operator and/or the local electricity network operator and/or the local telephone network operator (each referred to as a relevant network operator). Neither does this contract give you a legal right to have electricity delivered. Your separate connection agreement with your local electricity distribution network operator (see clause 13) gives you that right, and automatically takes effect from the date of this contract. No such agreement is required in the case of gas, water, heat or telecommunications. If you have a heat supply at the premises, the right to the supply of heat will usually be dealt with by your tenancy agreement.
8. Although we do not guarantee the supply of a water Service to your premises, we must not intentionally stop the supply of water for your domestic needs, i.e. for drinking, washing, cooking and sanitation.
9. You agree to pay any of our charges due under clauses 6 to 8, and you agree to indemnify us for any loss or damage to any utility metering equipment or component thereof including removal or replacement costs.
10. We both agree to abide by the rules of any Promotional Offer that may be in place at the time of entering into the contract.
11. We may prevent the transfer of a Service to another utility company in accordance with industry practice, for example during the Initial Period, or if you owe us money.
12. For some of the associated services we provide there may be additional terms and conditions applicable.
START OF SUPPLY AND DURATION
1. It is your responsibility to ensure that you have the appropriate meter for the type of Service and Price Plan that you have chosen on your Application.
2. Before we can make a supply of a Service, you must provide us with a meter reading, or permit us or any other person on our behalf, safe access to the supply address to obtain a meter reading.
3. We shall let you know in advance of the date when we shall start the supply, which will be the latest of:
  1. a date which we have agreed between us; or
  2. the earliest date when we can register you as our customer; or
  3. in cases where a meter or junction box must be connected before supply can start, when the meter or junction box is actually connected (“Start Dates”).
4. If we take over the Services you authorise us to cancel your existing agreements with your existing suppliers on your behalf and allow us to ask for information about your existing supply and disclose this information to relevant parties in order to carry out our responsibilities.
5. If your previous supplier of a Service objects to our registration of your supply point either because you owe them money, or because your supply agreement with them has neither expired nor been terminated, or for any other reason, this contract shall remain in force and we will continue to pursue the registration of the supply points in accordance with the original intent of the contract to the extent that this is possible. If for any reason it is impossible to register the requested utility, for example because it does not exist at the premises requested or if the previous supplier does not release the supply point for a period of over 3 months, we will notify you and our obligations will cease.
6. The Initial Period of any Services will be as stated on the Application and will start on the earliest of the Start Dates for the Services.
ACCESS TO PREMISES AND METERS
1. You agree to allow the relevant network operator and any other agent appointed by us to have safe, full, and free access to your premises:
  1. at any time if there may be danger to life or property, or if powers in relation to the delivery or supply of the utility are being exercised under an Act of Parliament or any regulation made under it;
  2. at all reasonable times for the purpose of installing, maintaining, or replacing any pipes, fittings, plant, wires and cables, equipment, or apparatus owned or operated by either of them in connection with the delivery of the Service; and
  3. at all reasonable times for the purpose of installing, maintaining, testing, removing or reading any utility meter or utility metering equipment that is used to enable us to perform our obligations under this contract.
2. If you have a Smart Meter installed then the Smart Meter Supplemental Agreement will apply (see clause18).
PRICES AND CHANGES
1. The price and payment method you have chosen, which comprise your Price Plan (as stated on your Application), each forms a part of these contract conditions. So, for example, should you cancel a direct debit mandate that is required by the Price Plan, you will be in breach of this contract.
2. We will be allowed under the terms of this contract to change the price we charge you in accordance with the Price Plan you have chosen.
3. In addition we may change the price at any time after the end of the Initial Period. If we decide to change our price, we will tell you in writing. If we increase our prices and you do not wish to accept this change, you must write and tell us within 14 days of us telling you of the change. If you do that, then this contract will end 28 days after you have told us and the increase will not be applied to your final bill.
4. There may be times during the Initial Period when we need to vary the price we charge you other than in the circumstances described in clause 6.2. We would need to do so where we have to comply with any relevant event or factor which has the effect of materially changing our business costs in a manner that is beyond our reasonable control. Examples would be a relevant change in the law, or any relevant government or regulatory iinstruction or obligation, a change in the price of a regulated network Service, or the imposition or variation of any tax or duty. If this happens we will publicise the change and give the reason.
5. If you ask for any Service other than that provided as the standard service by the relevant network operator, or cause them or us to incur costs beyond those that they or we would normally incur in carrying out our obligations to you, we reserve the right to charge you accordingly. This includes any changes to metering equipment pursuant to clause 7.5. If your house is connected to the main network by an independently operated network then an additional fee, as specified on your Price Plan, may apply.
6. If you request a tariff (a set of prices relating to a Service) that is inconsistent with the metering configuration at the premises, we reserve the right to charge on a basis that is consistent with the metering configuration.
7. If your method of payment is changed under this contract, the price we charge you may have to change to reflect this. Also if the change in your payment method requires any utility meter or associated equipment to be changed, there may be a charge to cover this.
BILLING AND PAYMENT
1. We will send you a bill or statement (which will show you a breakdown of our charges) at least once per year. You may request statements at other times, and we will endeavor to provide them however we reserve the right to charge for these statements.
2. Our bill or statement may be based on a reasonable estimate of your utility consumption. This will be calculated from information we have about your use of the Services. You must pay the estimated amount; any under or over estimate will be corrected automatically the next time you pay a bill based on an actual meter reading. If you are unhappy with an estimated bill, you should tell us as soon as you can and provide us with a more recent accurate meter reading if at all possible.
3. You agree to pay each bill in full (even if estimated) using the payment method set out in the Price Plan. Your bill should be paid within the specified payment period or in accordance with the budget payment scheme as appropriate. If you do not pay in the agreed manner, your right to continue taking Services from us under your chosen option may end. We reserve the right to apply credits on one account to debits on another.
4. If you are having difficulties in paying, we will try to help you, in line with our codes of practice on the payment of utility bills, but we can only do this if you contact us to let us know.
5. If you do not pay our bills in the manner agreed, we are entitled to ask you to pay by some other method, in which case there may be a price increase (see clause 6.7). Depending on your payment record, the other method of paying may require the fitting of a prepayment meter to collect payment from you before the supply is used. For each such event we reserve the right to charge the Payment Administration Fee specified on your Price Plan.
6. If you use a prepayment meter it is your responsibility to look after the device for payment which means keeping it clean, safe and free from damage. We may charge for replacements.
7. We reserve the right to charge you for late payment. Should it become necessary, this will be at an annual rate of 4 per cent above the base-lending rate from a high street bank in England, as we shall nominate from time to time. For each such event we reserve the right to charge the Payment Administration Fee specified on your Price Plan.
8. We reserve the right to recover reasonable expenses incurred in recovering monies owing and unpaid, including costs associated with disconnection or replacement of a meter in those circumstances. For each such event we reserve the right to charge the Payment Administration Fee specified on your Price Plan.
9. Where you terminate a Service earlier than the Initial Period we reserve the right to charge the Payment Administration Fee specified on your Price Plan.
10. If you choose to dispute an amount owed then, if there is any undisputed amount, you must pay this undisputed amount and then, once the dispute is settled, pay any amount that is still owed.
11. If you make an appointment and cannot keep it, you must let us know by 20:00 hours on the evening of the day before or we may charge you for the appointment.
SECURITY FOR PAYMENT
1. In some circumstances we may ask you to pay a security deposit. This may be either at the start of this contract, if we are concerned about your ability to pay our bills, or later if the bills we send you are not paid in accordance with clause 7.3.
2. To the extent that the security deposit relates to energy:
  1. unless it is reasonable for us to keep a deposit for a longer period, we will repay it to you after a year, with interest at a rate set by OFGEM. This repayment will be made within 14 days if, during the previous full year, you have paid all our bills on time or within the manner of your Price Plan, or within a month, if the arrangements for us to supply you with energy Services under this contract are ended and you have paid all our charges. When we repay a deposit, we are allowed to deduct from it any money that you owe us for the supply;
  2. if we ask you to pay a deposit and you disagree with our request, or with the amount involved, you can ask to have the dispute settled by OFGEM.
OUR RIGHTS TO STOP SUPPLYING YOU
1. We will be entitled to discontinue, restrict or cut off a Service to your premises in any of the following circumstances:
  1. you do not pay your bills (or any security deposit we have asked for in accordance with section 8) and in respect of energy Services it is not safe or practicable to fit a prepayment meter to collect the debt and future charges;
  2. you do not carry out any of your other obligations under this contract;
  3. we are required to cut off your supply under any of the utility industry arrangements under which we operate;
  4. there is a risk of danger to the public if we continue to supply;
  5. you commit a serious breach of our arrangements with you under this contract (for example, if we reasonably believe that you have stolen a Service or deliberately interfered with a meter or with any part of the metering equipment);
  6. we have good reason to believe you have given us false or misleading information;
  7. you are subject to bankruptcy proceedings;
  8. in any circumstances permitted by any statute, regulation, code of practice or any supply licence, but in all such cases subject to any obligation we may have arising from our supply licence or by law.
2. In circumstances where we are entitled to discontinue the supply, you must allow us or any duly authorized person on our behalf, free and uninterrupted access to the premises, the meter and all metering equipment at any reasonable time to disconnect the supply.
3. Our rights under this section 9, and your obligations to pay, will continue even after the agreement has expired or been terminated until a new supplier is registered for the premises.
RIGHTS TO END THIS CONTRACT
1. You can end this contract by giving us notice in any of the following ways:
  1. by telling us in writing within 7 days from the date of this contract (which will then end immediately), if you entered into it as a result of one of our representatives visiting you at home, or telephoning you there, without being invited to do so by you;
  2. by telling us in writing within 14 days from being told of any proposed price increase (other than in accordance with clause 6 above) or other significant disadvantageous change to this contract (which will then end 28 days after you have told us);
  3. by telling us in writing, or by telephone, at least two working days (or, if you are taking only gas under this contract, at least 48 hours) before you want this contract to end, if you are permanently leaving the premises being supplied;
  4. by telling us in writing, at any other time after the end of the Initial Period, at least 28 days before you want this contract to end.
2. Written notice to us must be made to the address on your Application or to another address to which we have told you to send such notices.
3. If you do not give us any proper notice under clause 10.1, this contract will remain in force and you will continue to be liable for all charges arising under it until the contract does end. (If you have permanently left the premises, this will usually be when a new owner or occupier becomes responsible for the supply, or when the next actual meter reading is taken — whichever happens first.)
4. When we have had notice from you under clause 10.1, and another supplier has taken over the supply of a Service, we shall prepare a final bill or statement for you. We may need to get a final meter reading for this.
5. When this contract has ended, you should pay our final bill within 14 days of the date on it. We may ask you to pay any reasonable additional administration charges we incur if you do not do so.
6. We can end our arrangements under this contract with you by giving you not less than three months’ notice in writing, except where we are acting under clause 10.7.
7. We can terminate this agreement immediately if:
  1. you are no longer the owner or occupier of the premises;
  2. OFGEM or OFCOM or other relevant authority directs another supplier to supply your premises;
  3. we have stopped supply of all Services in accordance with clause 9.
8. Both you and we can end this contract immediately if we are no longer licensed to supply Services at your premises.
9. In circumstances where we are providing the Service as part of a wider community scheme you may not have the right to terminate a Service to an individual premises. The Services to all premises in the scheme will be terminated in accordance with our agreement with the landlord or property manager.
TRANSFER OF CHARGES AND COST RECOVERY
1. If we are the new supplier at your premises and you have not paid the charges on your final bill from your previous supplier, then in certain circumstances some or all of those charges may be transferred to us to collect. Your previous supplier will tell you in writing if this is to happen, and we are then entitled to collect those amounts from you and also our reasonable costs of doing so.
2. Where this contract has ended and your supply has been transferred to another supplier, we are allowed in certain circumstances to transfer some or all of the charges on our final bill to your new supplier to collect for us. We will tell you in writing if we decide to do this, and your new supplier is then entitled to collect those amounts from you and also the reasonable costs of doing so.
3. Where this contract is ended, and your supply is transferred to a new supplier, before the expiry of the Initial Period, we have the right to recover any costs reasonably incurred in the provision of any associated Services for which you have not yet been charged. You will also lose any rights to potential benefits under your Price Plan or Promotional Offer.
LIMITATION OF LIABILITY
1. We warrant to you that the Services will be provided using reasonable skill and care.
2. If we cannot supply you with a Service at your premises for some reason that is beyond our reasonable control (for example because of a failure in the local or national network), you will not be able to claim that we have broken our arrangements with you under this contract.
3. If either you or we break any of the arrangements under this contract, neither you nor we will be responsible for any loss that the other suffers, either directly or indirectly, including, consequential, economic, or financial loss (including loss of revenue, profit, or opportunity, wasted expense, or loss of contract or goodwill) except where compensation for such loss can be recovered under the general law in relation to death or personal injury or fraudulent misrepresentation.
STANDARD TERMS OF CONNECTION FOR THE SUPPLY OF ELECTRICITY ONLY
1. Your local electricity distribution network operator has appointed us as an agent to obtain an agreement with you on standard terms of connection. We cannot start to supply you with electricity, if that is what we are agreeing to do, until that agreement is in force. You agree that, in entering into this contract with us, you are also entering into standard connection agreement with your local electricity distribution network operator, the terms of which we have brought to your attention (see “Standard Connection Agreement”).
OTHER CONDITIONS WHICH APPLY
1. We may transfer all or part of this contract to another licensed utility supplier. Any such transfer would be publicized.
2. Your rights and duties under this contract are personal to you, and you are not entitled to transfer the benefit or burden of it to another person without our written consent.
3. These standard conditions and the payment method, payment rate, and any other particular conditions set out in this contract are intended to regulate the rights and obligations between us. It is our policy not to make or accept changes or additions to the conditions as printed. However, our conditions reflect obligations imposed upon us by our licences to supply Services. You agree that we may change this contract to the extent necessary to reflect any relevant changes made by the government, OFGEM or OFCOM to those licences. We shall publicize any such changes as soon as we can.
4. We may stop or restrict the supply of a Service to your premises as a result of an Act of Parliament or any regulation made under it, and while that law is in force you will refrain from using the Service, or will restrict your use of the Service, in accordance with our instructions.
5. Nothing in this agreement affects any statutory rights you may have under law.
6. If any provision of the agreement is declared to be invalid or unenforceable by any competent authority, such finding will not affect the validity of the remaining provisions of the agreement.
7. We can enforce any rights and obligations under this contract even if there is a delay in doing so.
8. If the address of the premises is in Scotland, this contract shall be governed by Scots law and disputes arising shall be dealt with by the Scottish courts.
9. If the address of the premises is in England or Wales, this contract shall be governed by the laws of England and Wales and disputes arising shall be dealt with by the English courts.
SAFETY AND EMERGENCIES
1. If you become aware of any escape or suspected escape of gas or any other gas emergency, you must immediately notify your gas network operator’s emergency services free of charge on 0800 111 999 or us on 0845 450 4599.
2. You must not at any time use or permit any use of gas supplied under this contract in or as part of any dangerous process, or otherwise in a way likely to create any risk to the health and safety of any person or risk of damage to any property (other than where such risk is inherent in normal use of gas). You agree to use the gas supply so as not to interfere with the efficient supply of gas to other customers.
3. If you are aware or are concerned about anything relating to the supply or distribution of electricity to you which you think may cause danger or require urgent attention or may affect the security availability and quality of Service of the system through which you receive the supply please contact either your local distribution company or our enquiry service.
4. If you experience a loss of water supply please contact 0845 450 4599.
DISCLOSURE OF INFORMATION
1. Information you provide or we hold (whether or not under the agreement), including meter readings and other data relating to the status of a meter, may be used by us, our employees and/or agents or given to and used by other companies in our group to:
  - identify you when you make enquires;
  - help administer any accounts, Services and products provided by our group now or in the future;
  - help us detect fraud, crime or loss and to make credit checks;
  - help us optimize the provision of the Services to you;
  - keep you informed about other services and products offered by our group and selected third parties (to whom no data will be disclosed). If you prefer not to receive such information please tell us when you make your Application or write to us stating that you do not wish to receive such information.
2. Please also review our Privacy Notice to understand our practices to which you consent. The Privacy Notice can be found at www.utilita.co.uk.
SPECIAL NEEDS
1. If you have special or priority needs in relation to a Service then you must let us know either by calling our customer Service number or writing to us at the address below. We publish a series of codes of practice that may be applicable to your circumstances.
2. We keep a confidential register of customers with special or priority needs to enable us to respond appropriately to your needs.
SMART METER SUPPLEMENTAL AGREEMENT
1. When we install a Smart Meter you accept that we have incurred additional costs above and beyond that which we would normally incur in supplying services to customers. We need to ensure that you do not remove, damage or cause to be removed or damaged, any such metering equipment including any communications equipment or keypad or display.
2. If you terminate a Service you have the right to keep your Smart Meter and to request your new Service provider to use it. However we will still require payment for its continued use in order that you continue to have the benefits it provides.
3. Where you do terminate the contract within the Initial Period, including where you initially take more than one service and then terminate only one Service, we reserve the right to charge you the Meter Installation Fee and/or the Single Fuel Surcharge as specified on your Price Plan. Where we have to replace equipment we will charge you in accordance with the schedule of prices as published by us from time to time.
4. We will collect data relating to your pattern of consumption and other technical data from the meters to enable us to optimize our purchasing of that utility and to provide you with information to help your management of the utility.

STANDARD CONNECTION AGREEMENT The electricity you receive from your electricity supplier will be delivered using the distribution network run by your local network operator. To receive a supply of electricity you require both: a connection agreement with your local network operator to maintain the connection of your premises to the network; and A supply contract with your electricity supplier. Your electricity supplier has been appointed as the agent of your local network operator to obtain a connection agreement with you on these standard terms. When you enter into your electricity supply contract, you are also entering into this connection agreement with your local network operator.

INTERPRETATION
In this agreement the terms “we”, “our” and “local network operator” mean, for each connection to a network through which you are supplied under your electricity supply contract, the electricity distributor which owns or operates that network. In addition, “authority” means the Office of Gas and Electricity Markets (otherwise known as OFGEM).
EXISTING TERMS
Any existing terms applying to your connection to our network (except for another standard connection agreement) will apply instead of this agreement to the extent that they are inconsistent with this agreement.
DURATION OF THIS CONNECTION AGREEMENT
This agreement takes effect from the time that your electricity supply contract takes effect and will continue (even if your electricity supply contract ends) until it ends under Clause 11).
CONNECTION TO OUR NETWORK
Your premises will remain connected to our network in accordance with the provisions of the Electricity Act 1989, any other legal requirements that apply from time to time, and the terms of this agreement.
NETWORK CONSTRAINTS
Our obligations under this agreement are subject to the maximum capacity and any other design feature of your connection. In accordance with existing legal rules, you must contact us in advance if your propose to make any significant change to your connection, electric lines or electrical equipment, install or operate generating equipment or do anything else that could affect our network or require alterations to your connection.
DELIVERY OF ELECTRICITY
We do not guarantee that we will deliver electricity through our network at all times or that electricity delivered through our network will be free of brief variations in voltage or frequency.
CUTTING OFF YOUR SUPPLY
We may cut off the supply of electricity to your connection where we are entitled to do so under the general law. We may also cut off your supply of electricity where we are required to do so under your electricity supply contract or the electricity industry arrangements under which we operate.
IF SOMETHING GOES WRONG
If we fail to comply with any term of this agreement, or are negligent, you may be entitled under the general law to recover compensation from us for any loss you have suffered. However, we will not be required to compensate you for loss caused by anything beyond our reasonable control, or for any indirect, consequential, economic or financial loss (including losses of revenue, profit or opportunity wasted expenses or loss of contract or goodwill) other than where you are entitled to recover compensation for such loss under the general law in relation to death or personal injury.
BUSINESS CUSTOMERS
If the electricity supplied to your premises is used wholly or mainly for business purposes, each of us will only be liable to the other in accordance with the limitations in Clause 8 and up to a maximum of £100,000 per calendar year.
CHANGING THIS CONNECTION AGREEMENT
The terms of this connection agreement will be changed automatically to incorporate any changes which are approved by the Authority. Any change which is approved will be announced in at least three national daily newspapers and will take effect from the date stated in those announcements. Either of us may ask the other to accept a change to any part of this agreement at any time if either believes the change is needed because if the nature of your connection or because this agreement is no longer appropriate. (It is unlikely that we will propose any changes unless your connection is at high voltage, you have generating equipment or there are other special features). If a change is proposed under this clause, and cannot be agreed between us within 28 days, either of us may ask the Authority to decide whether or not the change should be made.
ENDING THE CONNECTION MAGREEMENT
This agreement will end in relation to a connection when one of the following occurs:
- you permanently stop having electricity delivered through that connection;
- you no longer either own or occupy the premises at which that connection is situated; or
- any circumstances arise which legally entitle us to cut off your electricity supply to that connection and we write to you advising you that this agreement is ended.
The ending of this agreement will not affect any rights, remedies or obligations which may have come into being under this agreement and Clauses 8 and 9 will continue to apply to these rights, remedies and obligations.
TRANSFERRING THIS AGREEMENT
You are not entitled to transfer this agreement to another person without our consent.
PROVIDING INFORMATION
You must provide us with any information we request in relation to the nature, or use by you, of electrical equipment on your premises. We will only ask for information that we need in relation to this agreement or the Distribution Code that applies under our Electricity Distribution Licence.
SUPPLY CHARACTERISTICS
The electricity delivered to your premises through the network will normally be at one of the voltages stated below and will have the frequency, number of phases and margins of variation association with it:
- connection voltage and permitted variations: at 400/230, 460/230 and 230 volts, plus 10% or minus 6%
- number of phases of supply; at 400/230 volts, three; at 460/230 volts and 230 volts, one; and
- frequency of supply and permitted variations; at all voltage levels, 50 hertz, plus or minus1%.

PRIVACY NOTICE

INTRODUCTION
Utilita is committed to the operation of fair processes in relation to the personal information that you provide. The purpose of this note is to explain Utilita’s privacy policy. By proceeding to use our Services you agree that we may process the personal data including sensitive personal data) that we collect from you in accordance with the Data Protection Act 1998.
WHO AND WHAT IS A DATA CONTROLLER?
The Data Protection Act 1998 defines a data controller as the person or company that gathers and processes personal information. Utilita Energy Limited is the data controller for the purpose of your personal information held by Utilita.
WHAT INFORMATION DO YOU GATHER ABOUT ME AND WHEN?
The type of information we gather is:-
(a) Contact Details
At the point of initial contact all customers (and potential customers) provide us with the following information (“Contact Details”):-
(i) Name.
(ii) Address.
(iii) Telephone number(s).
(iv) Email address.
(v) Other personal information such as date of birth, any children under the age of 16, or any disability or other special need.
(b) Meter Registration Number(s) and Other Technical Data
At a later date the relevant meter registration number(s) (which information is publicly available) is added to your Contact Details. We will also add some technical information that is available from other industry participants.
(c) Meter Readings
Meter readings are then taken and are stored together with your Contact Details. Meter readings are taken at various times and frequencies, most frequently on a half hour basis. Data readings can be taken at any of the following points in time:-
(i) When you telephone us with the information.
(ii) When a representative attends at your premises and reads the meter.
(iii) When you make a pre-payment to us (known as, “vending or vend”).
(iv) For customers who have a smart meter installed the smart meter itself automatically gathers full meter readings on a half hourly basis.
- This information is retained within the meter itself.
- The meter is then dialled remotely by us at least once per month (and can be done more often).
- At that time, the half hourly information is processed by us.
- In addition, each time you vend the smart meter passes to us data to confirm the accuracy of the meter reading.
YOUR BANK DETAILS
Where you pay by direct debit your banking information is retained by us. This information is held by us securely, is used solely in accordance with the written instructions you give to us and are never disclosed to a third party. Our online payment facility is hosted externally by our partner, Eckoh UK Limited. Eckoh is compliant with the Payment Card Industry (PCI) data security standard and will handle your payment in accordance with our instructions, and their terms and conditions which you agree to when you pay in this manner. This payment website secures your personal information using Comodo SSL certification which encrypts all information including credit and debit card details.
WHAT DO YOU DO WITH THE INFORMATION
We may use information we hold about you for the purposes of:-
(i) Identifying you when you make enquires;
(ii) Helping us to administer any accounts, Services and products provided by us now or in the future;
(iii) Helping us to detect fraud or loss and to make credit checks; Our Smart meter technology means that we can see your energy consumption half hourly and at any time by accessing the meter remotely. This is very helpful if you have any queries about how much energy you have used, when and what the cost is. This helps us to ensure that the charges levied to you are in accordance with your usage and anticipated usage.
(iv) Helping us to optimize the provision of the Service to you;
(v) Keeping you informed about other Services and products offered by us and selected third parties (to whom no data will be disclosed).
THE FUTURE
Although the price we charge you remains relatively constant, the wholesale market prices for both gas and electricity vary considerably from hour to hour and from day to day. It is therefore helpful in planning our purchasing, and thereby obtain a better price, to have an accurate aggregate profile of the consumption of our customers. We can get this information from a smart meter where it has been installed. In time it may be possible to develop the smart meter capabilities to the point where you can manage and purchase your energy on a ‘time of use’ tariff to enable you to take advantage of lower prices during the day as well as at night. We will also be able to provide this information back to you to help you manage your energy consumption. This might help you to save money, and has the added benefit of helping to reduce carbon emissions and protect our environment.
DOES ANY ONE ELSE SEE MY PERSONAL DATA?
We have agreements in place with a number of agents that act on our behalf to read your meter and to process the data that has been collected. We also have to provide data to companies that operate the networks over which energy is distributed to your home, and to the organisations that operate the wholesale markets. In addition to this we may also use special advisors to carry specific research work using the energy consumption data in order to improve the way we work and improve the Service we provide to you. In particular we use Secure Meters (UK) Limited, “SEMS (UK)”, a sister company, in this way. SEMS (UK), and any other consultant or advisor, may only use the information they access in order to perform the functions that we ask them to and not for any other reason. Any agreements we have with advisors require them to process data only in accordance with our Privacy Policy and as permitted by the United Kingdom’s Data Protection Act 2006.
HOW SECURE IS THE INFORMATION YOU KEEP ABOUT ME
We maintain security procedures and safeguards in connection with the collection, retention, disclosure and destruction of identifiable customers’ information. Our systems are protected from external access by utilising best practice in Information technology. Staff are provided access to our systems by individual password protected schemes set for their required roles. We ensure that any agent acting on our behalf has at least similar security controls over the storage and use of your data.
CAN I ACCESS THE INFORMATION YOU HOLD?
Yes, if you want to know exactly what information we hold then contact us at:
Secure House,
Moorside Road,
Winchester
SO23 7RX,
or customerservices@utilita.co.uk, or call on 0845 450 4357, and this information will be provided. As our website is developed we hope to provide you with access to this information online.
WHAT IF THE INFORMATION YOU HOLD IS INCORRECT
Please write to us at:
Secure House,
Moorside Road,
Winchester
SO23 7RX,
or customerservices@utilita.co.uk, or call on 0845 450 4357, to update your information or correct any information we hold.
WHO DO I WRITE TOO IF I HAVE A QUESTION, COMMENT OR REQUEST TO MAKE
Please address any questions, comments and requests regarding our data processing practices to us at
Secure House,
Moorside Road,
Winchester
SO23 7RX,
or customerservices@utilita.co.uk, or call on 0845 450 4357. Thank you