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10 November 2020

Utility Point

Utility Point says that it rewards efficiency and loyalty. As a newcomer to the energy market, does it sell cheap gas and electricity deals and is it the right energy firm for you?
Utility point main 485621
Sarah Ingrams

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.

Compare gas and electricity prices using Which? Switch to see if you could save money with Utility Point.

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.

This equates to a mid-table ranking, ahead of big suppliers, including British Gas, but behind others such as Ovo.

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.

Find out how Utility Point compares with other energy firms in our guide to the best and worst energy companies.

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, although 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.

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.

But when we included Utility Point in our snapshot investigation into customer waiting times in September 2020, it was slow to pick up the phone. It took 15 minutes 55 seconds, on average, for us to get through to a human. The fastest firm took just 51 seconds, on average.

But it was by far from the slowest either. One firm, Boost, averaged an over 40-minute wait and there were seven more that were slower than Utility Point to get callers through to a human.

It averaged over 7 minutes 10 seconds to respond to our live chat queries too. While it wasn't the slowest, it has some way to go before it catches up to the fastest, who managed to answer in an average of 10 seconds.

This suggests that Utility Point still has some fine-tuning to do before its customer service matches the best in our survey.

Pros: Good ratings on many aspects, gets few complaints

Cons: Slow to answer the phone

Utility Point electricity sources

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