Dorset-based energy firm Utility Point joined the market in 2018 and, since then, has sold some of the cheapest dual-fuel deals. If often launches new tariffs but has also begun promising that customers will be put onto the cheapest available plan when their contract ends.
Its benefits scheme, Utility Points Rewards, gives customers discounts at some shops, restaurants and online stores.
As well as gas and electricity, Utility Point sells home emergency cover, does boiler services in partnership with NorthernGasHeating and sells new boilers.
Keep reading to find out how Utility Point matches up to other brands, including on prices and customer service.
Utility Point customer score
Utility Point came 18th out of 35 energy companies rated by 7,355 members of the public in the annual Which? energy companies satisfaction survey – the broadest independent view of energy companies available.
Utility Point score breakdown
The graphic beneath shows the breakdown of Utility Point’s score in our latest survey. Scroll down to read our verdict on this energy firm and to find out more about its prices.
Which? verdict on Utility Point
We included Utility Point in our energy companies survey for the first time this year. It’s off to a reasonable start, finishing mid-table. But it still has some way to go to ‘transform the customer utility experience’ as it claims it plans to do.
It gained ‘good’ ratings on four of the five aspects of service we gathered enough customer responses to rate in our survey, and a ‘fair’ rating on the other.
Its four-star rating for value for money equals that of the highest-scoring companies overall in our survey. However, none achieved the full five stars this year.
Customers found Utility Point’s bills both relatively easy to understand and accurate. This is a good sign in a fairly new supplier, although there is still room for improvement – 12 firms in our survey had their bills’ accuracy rated ‘excellent’ by customers.
Customer service was rated reasonably highly by customers, though not excellent. However Utility Point’s newcomer competitors, such as Outfox the Market and Ampower, fared much worse as they gained a ‘poor’ verdict for customer service.
But when we included Utility Point in our , Utility Point was slow to pick up the phone. It took 18mins 5secs, on average, for us to get through to a human. The fastest firm took just 38 seconds, on average.
This suggests that Utility Point still has some fine-tuning to do before its customer service matches the best in our survey.
We didn’t get enough responses from customers to rate Utility Point’s complaints handling.
However, its published complaints figures indicate that it gets very few complaints per 1,000 customers, when compared with other firms. It’s not the fastest to solve them – closing less than 60% on the same or next working day, though does sort out nearly all of them within two months.
Pros: Good ratings on many aspects, gets few complaints
Cons: Slow to answer the phone