Utility Warehouse is one of the oldest energy firms besides the traditional six, having been set up in 2002.
It currently has over 650,000 customers across the services it sells, all of which are bundled into one bill. It says this approach 'saves families time and money by simplifying their home services’.
Utility Warehouse doesn’t advertise heavily, but relies on agents and customer recommendations instead. Its 45,000 partners (or agents) get incentives to sign up new customers.
Besides gas and electricity, Utility Warehouse sells contracts for home phone, mobile, broadband and home insurance. It bundles them into one monthly bill. Customers can benefit from discounts the more services they buy from Utility Warehouse.
It also replaces light bulbs with LED bulbs for free for customers who buy all of its services or take out its energy bundle.
Utility Warehouse customers can get a cashback card, which earns cashback of up to 7% at a range of shops and online retailers (how much depends on the retailer). The cashback you earn is taken off your monthly bill.
The firm offers a free iOS and Android mobile app so customers can track their spending on the move. From the app, you can submit a meter reading and see past readings.
Utility Warehouse is ranked 3rd out of 18 energy companies rated by 8,390 members of the public in the annual Which? customer survey.
There is always someone knowledgeable at the end of the phone
Good service. Their price is very competitive when part of a bundle with phone and broadband
After quizzing customers, we've been able to score Utility Warehouse on customer service, bill accuracy and clarity, plus overall value for money.
Take a look at our table below to see our score breakdown for Utility Warehouse.
|Value for money|
Based on a survey of 129 Utility Warehouse customers carried out in September 2021.
Pros: Scores well for customer service and value for money
Cons: Bill accuracy and clarity could be improved
Utility Warehouse scored four stars for customer service, placing it in the top half of our results table. We received plenty of comments that praised a helpful, attentive service. Over two thirds (68%) of its customers shared that they thought its customer service was good and almost eight in 10 (77%) said they were satisfied with it overall as a supplier.
One Utility Warehouse customer told us: 'It offers excellent customer service. Any queries are sorted quickly, efficiently and pleasantly.' Another survey respondent said: 'I don't have to wait long to speak to a human. The service is good and they are very supportive and friendly.'
Utility Warehouse scored three stars for both bill clarity and bill accuracy, the same rating given to other firms including Bulb, EDF Energy and Outfox the Market.
Many customers told us they had no issues with their bill, and one respondent said they appreciated having insurance, broadband and boiler cover on one bill.
Reporting to Which? through our latest energy survey, another Utility Warehouse customer told us:' A single bill paid monthly by direct debit covers all of my energy, phone and broadband costs. Plus, I get a discount based on my shopping.'
Another Utility Warehouse customer told us the firm provides 'clear and understandable' bills.
The energy provider scored well for value for money, sitting near the top of our table with a four-star rating. Most of the comments we saw related to value were positive.
One customer wrote: 'They are easy to deal with and are excellent value for all their services.' Another said: 'I have had no issues with them. The price is very competitive.'
But despite a four-star rating, we also heard from one customer who was unhappy with their spending. They said: 'Value for money is shocking and I will be leaving when my contract ends.'
Good service at a good price
They are consistently cheaper than other suppliers
Our survey found 17% of Utility Warehouse customers e heard from felt they had reason to complain. The majority of complaints we heard from Utility Warehouse customers were linked to pricing.
For example, one customer told us: 'The prices could be better.' Another added: 'This supplier also provides broadband and phone services but leans towards those customers who have the "full package" when it comes to offers and reduced fuel payments. Anyone on the fuel-only package loses out.'
Yes, if you have a traditional prepayment meter. If you have a smart prepayment meter, Utility Warehouse will need to change it into 'credit mode'. This means that you'll get monthly bills instead and won't be able to pay-as-you-go.
Prepayment customers can top-up at PayPoint, Payzone or Post Offices.
A small proportion of the overall electricity Utility Warehouse sells is matched with renewable sources. It doesn’t generate renewable electricity or buy it directly from renewable generators.
|Proportion of renewable electricity sold to domestic customers||Generates renewable electricity?||Buys renewable electricity directly from generators?||Proportion of customers’ renewable electricity matched by REGO certificates?||Generates or buys directly from fossil fuels?||Sells green gas?|
Proportion of renewable electricity according to Utility Warehouse’s 2020/21 fuel mix. Other responses based on information provided by suppliers in August and September 2021.
Utility Warehouse’s electricity fuel mix is 8.3% renewable, 8.2% nuclear and 78.3% from fossil fuels.
It explained that it has a wholesale supply agreement with Eon which ‘means we are restricted in what we can do’.
Customers who choose a green tariff, or are on its Double Gold tariff have their electricity matched with renewable sources using renewable energy certificates.
Utility Warehouse told us it has planted a tree for every new customer since March 2020 and has installed over five million LED light bulbs in customers’ homes.
March: Utility Warehouse is paying 2,700 of its customers a total of £95,500 after overcharging them when they switched supplier or tariff between 2013 and 2020. It was one of 18 energy firms found by regulator Ofgem to have failed to uphold these rules. Over 1 million customers were affected.
Utility Warehouse’s affected customers will receive £35.08 each, on average, the highest average amount across all suppliers involved.
January: Utility Warehouse had to pay £650,000 for overcharging customers in relation to the price cap, energy regulator Ofgem announced.
The firm had to refund and compensate 3,430 customers in receipt of the Warm Home Discount after it charged them more than the price cap between January and November 2019.
A system error caused the issue, Ofgem said, which was corrected.
Affected customers received a refund. Utility Warehouse also made ‘goodwill’ payments.