Utilita Energy is a UK energy supplier that specialises in smart Pay As You Go (PAYG) energy. It was set up in 2003 and now supplies around 800,000 households, most of whom top up their smart meters through the My Utilita app.
Utilita was a smart meter pioneer. It installed Great Britain's first residential smart electricity meter in 2005 and the first combined smart gas and electricity system in 2008. Today, it focuses on helping customers budget and keep track of their energy use.
Utilita is a smart Pay As You Go specialist with no exit fees and very fast call answering. It scores well with Which? for supporting vulnerable customers and for smart meters, but it has one of the highest complaint rates with Citizens Advice, so compare prices and service before you switch.
| Company detail | Utilita Energy |
|---|---|
| Founded | 2003, by Bill Bullen, who is still chief executive |
| Parent company | Luxion Group |
| Head office | Chandler's Ford, Hampshire |
| Customers | Around 800,000 households |
| Speciality | Smart Pay As You Go, with more than 90% of customers on prepayment |
| Exit fees | None |
| Rewards | Utilita Extra, with high street vouchers and football and concert tickets |
| Trustpilot rating | 4.3 out of 5 from more than 112,000 reviews |
| Which? score | 68%, 11th of 17 suppliers |
| Citizens Advice rating | 2.53 out of 5, ranked 15th (April to June 2026) |
| Phone | 0330 333 7442 |
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Utilita has several phone lines depending on what you need, and its customer service hours are longer than most suppliers'.
| Contact method | Details |
|---|---|
| General enquiries | 0330 333 7442 8am to 8pm, Monday to Friday 8am to 5pm, weekends |
| Top up by phone | 0345 206 8333 24 hours a day |
| Emergencies | 0345 206 8999 8am to 10pm, every day |
| Complaints | 01962 891 160 |
| customerservices@utilita.co.uk | |
| Post | Freepost RTXA-BEUG-KLGH Utilita Energy Limited Hutwood Court Bournemouth Road Chandler's Ford SO53 3QB |
You can also get help through web chat, WhatsApp and the My Utilita app. If you smell gas, call the National Gas Emergency Service on 0800 111 999, and for a power cut, call 105.
Utilita specialises in smart Pay As You Go energy, so you pay for your energy before you use it by topping up your smart meter. Its main tariff is Smart Energy, available as dual fuel, electricity only or gas only.
| Feature | What it means for you |
|---|---|
| Smart Pay As You Go | Top up through the My Utilita app, online, by phone or in shops, and keep track of how much credit you have left. |
| My Utilita app | Track your usage and spending, top up, manage any debt, and get energy-saving advice and emergency help. |
| No exit fees | You're free to switch away at any time without paying a penalty. |
| Utilita Extra | A rewards scheme offering vouchers for major high street brands, plus football and concert tickets. |
Prepayment isn't the expensive option it used to be. Since Ofgem levelled prepayment standing charges in 2024, the prepayment price cap now sits slightly below the Direct Debit cap. See our guide to prepayment meters for more.
Utilita scores 4.3 out of 5 on Trustpilot from more than 112,000 reviews, and it aims to respond to every review, good and bad.
In the Which? survey from September and October 2025, Utilita scored 68% overall and came 11th of 17 suppliers. Its customers gave it two stars out of five in every category, including customer service and value for money.
Which?'s own assessment was more positive. Utilita received full marks both for the help it gives vulnerable customers and for smart meters. It isn't a Which? Recommended Provider.
Citizens Advice gave Utilita a customer service rating of 2.53 out of 5 for April to June 2026, placing it 15th among suppliers. Its call answering was the fastest of any supplier, at an average of just 5 seconds, and it replied to almost every email within two days. However, it had one of the highest complaint rates, at 95.7 per 10,000 customers.
| Citizens Advice measure | Score |
|---|---|
| Contact waiting time | 5 out of 5 |
| Customer commitments | 3 out of 5 |
| Billing and metering | 2.2 out of 5 |
| Fewer complaints | 0.5 out of 5 |
Utilita Energy was founded in 2003 by Bill Bullen, who is still its chief executive. It is part of Luxion Group, which Bullen controls, and it is based in Chandler's Ford, Hampshire.
Utilita is well known for its sponsorships, including the naming rights to arenas in Newcastle, Birmingham, Sheffield and Cardiff, and partnerships with several football clubs.
In October 2020, Utilita agreed to pay £500,000 after it reported to Ofgem that nearly 40,000 customers had been overcharged during 2019.
Any electricity we use is generated from a combination of different fuels such as gas, nuclear, coal and renewable sources (wind, hydro and the sun). The proportion of each fuel a supplier buys makes up its fuel mix.
Utilita doesn't offer 100% renewable electricity, and it scored 35% in the Which? sustainability assessment. If green energy matters to you, see our guide to green energy tariffs.
Utilita may suit you if you prefer to pay as you go and want a supplier built around smart prepayment, with an app to keep track of your spending, fast call answering and no exit fees. It also has a strong record of supporting vulnerable customers.
On the other hand, its customer survey scores are weak, it has a high complaint rate, and it doesn't offer renewable electricity. As always, compare prices using your own postcode and usage before switching.
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Mainly, yes. Utilita specialises in smart Pay As You Go energy, and more than 90% of its customers pay by topping up their smart meter.
No. Utilita doesn't charge exit fees, so you're free to switch whenever you like.
Utilita is part of Luxion Group, which is controlled by its founder and chief executive, Bill Bullen.
No. Utilita doesn't offer 100% renewable electricity.
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Last updated: 29 September 2026. Which? figures are from its September to November 2025 assessment. Citizens Advice figures cover April to June 2026. Trustpilot rating and contact details correct as of July 2026. Tariff availability and pricing change frequently, so always confirm current rates through a comparison using your own postcode and consumption.
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