Advice for customers during the Coronavirus outbreak

We have put a range of measures into practice aimed at maintaining our service to you during the Coronavirus (COVID-19) outbreak.

However, we are in a fast-changing environment and may have to operate with a reduced number of staff. Should we reach this point, our efforts will be focused on supporting our most vulnerable customers.

That’s why we are asking all customers, where possible, to self-serve. This will keep our phone lines clear for those who need help the most.

Outlined below are some of our key customer benefits and some tips aimed at keeping you on supply during these extraordinary times.


Tips to keep your energy supply on

  • Our smart meters have a built-in Friendly Credit feature, meaning you won’t lose supply between 2pm and 10am on weekdays and over the whole weekend – even if you’ve run out of credit.
  • You have the option to access £15 Emergency Credit if you’re struggling to top-up.
  • Check your balance regularly and top-up before your credit gets too low.
  • Download our My Utilita app, or get a friend or family member to do it for you, so you can top-up from the comfort of your own home.
  • Use the My Utilita app to access our POWER UP feature, which allows you apply for a top-up when you’re out of credit. Learn more at www.utilita.co.uk/power-up
  • Make your top-ups go further by wasting less energy. To find out how five simple and free-of-charge adjustments to the way you use energy at home could save you money, visit www.utilita.co.uk/energyhigh5

If you're worried about paying for your energy

We know coronavirus may impact your financial situation. The government has shared advice on how to claim benefits during the coronavirus outbreak.

For more information, please visit the gov.uk website.

What to do if you need emergency help with money and food

If you’re in a cash crisis situation and urgently need money for food or other essentials, visit the StepChange website for advice and support.

A Cash crisis could be caused by anything from delayed benefits to job loss that leaves you severely short of money that you need for essentials like food. If you find yourself in this situation help is available.


General


Topping up

  • How people can top-up key/card meters?

    You will still be able to top-up your prepayment meters, as many Paypoint stores remain open, but we would recommend topping-up as much as you can to avoid more trips than needed during this time.

    We are also working hard to install as many smart meters as possible so more customers can top-up from home. Currently we are still sending engineers out. However, during this time we are prioritising households with vulnerabilities.

  • Topped-up on My Utilita but hasn’t gone onto meter

    If you have a receipt/email confirmation for the top-up you should be able to enter the 20 digit vend code straight into your smart meter. Check out this video to find out how.

  • My PayPoint shop is closed. How can I top-up?

    If you have a smart meter:


    If you, or any other Utilita customers you know, are self-isolating, limiting trips away from home or your local PayPoint is closed, you can download our My Utilita app which will allow you to top-up from the comfort of your own home.

  • I am self-isolating and cannot top up at the shop. Can I get a friend or family member to top-up for me?

    If you have a smart meter:


    For the not-so-tech-savvy, or if you just need help to use the app, you can allow a relative or friend to top-up for you. They simply need to download the My Utilita app and – with your permission – register using your account details. Don’t worry, they can only top-up your meter for you if you’re struggling to do so. This doesn’t mean they can take over your account.


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    Select the top-up card that looks like yours

    IHD & Blue Card
    Freedom Meter & Red Card
    If you’ve lost supply, you can call our Emergency Line every day from 8am to 10pm on 0345 2068 999
    General Enquiries

    Call us Monday to Friday, 8am to 8pm and Saturday, 8am to 5pm on 0330 3337 442
    Or if you’re moving home on 0345 2068 777

    Need help with your bill?

    Call us Monday to Friday, 8am to 6pm on 0333 0156 662

    Available 24/7

    Top-up over the phone on 0345 2068 333
    Submit a meter reading on 0345 2093 750
    Pay a bill on 0330 053 7657

Lost supply? - please call our Emergency Line on 03452 068 999 so we can get you back on supply quickly!
This number is reserved for loss of supply enquiries only (Open 8am - 10pm, 7 days a week)

03 numbers are UK wide numbers that are charged in the same way as 01 and 02 numbers.

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Utilita Energy Limited, Hutwood Court, Bournemouth Road, Chandler’s Ford, Eastleigh, SO53 3QB
Registered in England & Wales No: 04849181 Regulated by Ofgem