Utility Warehouse is one of the oldest energy firms besides the traditional six, having been set up in 2013 when it bought customers from Npower.
It currently has around 650,000 customers across the services it sells, all of which are bundled into one bill. It says this approach ‘makes budgeting so much easier’.
Utility Warehouse doesn’t advertise heavily, but relies on agents and customer recommendations instead. Its 45,000 partners (or agents) are given incentives to sign up new customers.
Besides gas and electricity, Utility Warehouse sells contracts for other services including home phone, mobile, broadband, home insurance and boiler care. It charges customers for these in one monthly bill. Customers can benefit from discounts with the more services they take from Utility Warehouse.
It’s also replacing light bulbs with LED bulbs for free for customers who buy all of its services.
Utility Warehouse customers can get a cashback card, which earns cashback at a range of shops (how much depends on the retailer). Members also get cashback at some online retailers, which is paid in their monthly bill.
Utility Warehouse customer score
Utility Warehouse came joint 14th out of 35 energy companies rated by 7,355 members of the public in the annual Which? energy customer survey.
Utility Warehouse score breakdown
The graphic below shows how Utility Warehouse’s customers rated it across various elements in our latest survey.
Scroll down to read the Which? verdict on Utility Warehouse and find out how its prices compare with other energy firms.
Which? verdict on Utility Warehouse
Utility Warehouse scored well on almost all aspects of service rated by customers in our survey, although it wasn’t among the top-ranked energy firms.
Two years ago Utility Warehouse topped our energy companies table and also received the Utilities Brand of the Year at the 2018 Which? Awards for its mobile, broadband and energy services.
Customers were positive about its bills, customer service and value for money, showing that it compares reasonably well against competitors.
Utility Warehouse scored a respectable four stars for its bills, both for how accurate they are, and how easy and clear they are for customers to understand.
Joint-ranked Tonik Energy scored slightly better for bill accuracy though, achieving the full five stars, while Utility Warehouse missed out.
Utility Warehouse’s customers’ feedback also gave it a very respectable four-star rating for customer service.
Utility Warehouse receives low levels of complaints, perhaps explaining its four-star rating for complaints-handling in our survey. But it’s not the speediest firm to resolve complaints – just over half were resolved within two days in the first six months of 2019, according to its data.
However, almost all of the complaints it received were resolved after two months.
Finally, customers also consider it good, although not excellent, value for money.
Utility Warehouse’s business model is unique, with some customers also working as ‘agents’ to recruit new customers and they earn money by doing so. These partners might give a rosier view because of that relationship, so we also checked the customer score excluding them. We found that there was no difference this year.
When we included Utility Warehouse in our snapshot investigation into customer waiting times, it picked up the phone in 2 minutes 16 seconds, significantly faster than the median average of all 31 firms we called (5 minutes 57 seconds).
Email queries were responded to in 2 days 14 hours, which was faster than the nearly five days Ecotricity averaged but a long way from E's 45-minute average reply time.
Pros: Single monthly bill bundling all utilities
Cons: You’ll need to buy multiple services to get the cheapest deals, which might not work for everyone
Utility Warehouse fuel sources
Utility Warehouse in the news