Contact Utilita - Phone Number, Email & SMS - Utility Switchboard (2023)

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When you have a problem with your energy provider, getting it sorted can be stressful. We’ve brought together all the numbers and methods to contact Utilita to get everything sorted quickly and easily. As always, we’ve got you covered!

Firstly, let us know what your problem is regarding…

    Give a meter readingFix my smart meter Get a new top up key/card Talk about my bill(s) Move into my new house Switch provider or tariff Report a power cutDownload the appMake a complaint Apply for the Warm Home Discount Talk about something else

Submit a meter reading

While Utilita uses smart prepayment meters, you might still want to submit meter readings to make sure you’re paying the right amount for the energy you’re using, especially if your meter is still in credit mode or you’re paying by direct debit.

There are several different ways to submit your meter readings to Utilita:

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  • Let your smart meter do the work for you
  • Using the online form
  • Send an email to
  • Online at My Utilita
  • Through the My Utilita app
  • Call the automated meter reading line at 0345 2093 750
  • Speak to a Customer Service Advisor by calling 0345 2072 000

When you submit your reading, you don’t have to include the numbers after the decimal point or those in red.

Request a new Utilita top up card

Whether your top-up card is lost, broken, or just not working, you can either get a replacement or you can top up online through your My Utilita. You could be charged £6 per replacement card which you’ll pay back with your next top-ups.

You can ask to be sent a new physical card through the post, however, it can take around 8 working days to arrive. If it hasn’t arrived within 10 days, you should call 0330 3337 442. If you need your new card sooner, you can request an eCard which will work straight away.

All you need to request a new card is your postcode and either your meter serial number, customer reference number, BillPay number, or top-up card number.

Get a new top-up card

Paying bills and topping up

Keeping your meter topped up is extremely important if you want to keep your energy supply. Because Utilita specialises in smart prepayment meters, you don’t just have to top up at the shop any more.

You can…

  • Top up online
  • Download the app
  • Text 01803 500 051 with ‘Pay’, your Utilita top-up number, the amount you want to top up (without the currency sign) and your 3 digit CVV with a space in between each. You’ll have to have an online account for this.
  • Call 03452 068 333
  • Top up at your local PayPoint or Payzone
  • Prepay via direct debit
  • Pay on receipt of your bill with BillPay

Contact Utilita about moving house

If you’re moving house, you’ll have to contact Utilita to give them your final meter readings if you’re moving out and first meter readings when you move in. This is important so that you can be refunded any credit you have left on your meter and aren’t paying for someone else’s energy use.

You can let Utilita know you’re moving by calling 0345 2068 777 or by filling out the online form.

If you’re switching to Utilita when you move, you might have to agree to a free smart meter installation. However, if you do decide to switch away again, your new smart meters should work with your new provider.

Set your utilities up in your new home!

Let us set everything up for you and leave you with one less thing to think about when moving house! Give us a call now, sit back and let us do the work.

(Video) Smart Meter Freedom Unit - manual top-up

020 3992 7717 Get a callback

There’s a power cut or gas leak at my house, what do I do?

Did you know…

Your energy supplier isn’t responsible for dealing with power cuts or anything electrical or gas-related other than the billing of your usage. Your distribution network operator is responsible for the maintenance and operation of the electric and gas networks up and down the country.

If you’ve had a power cut, you can call the Distribution Network Operator (DNO) on 105. Alternatively, you can call Utilita on 03452 072 000 for help getting back on supply.

If you suspect a gas leak, you can call the National Gas Emergency Helpline on 0800 111 999.

If you think your leak might be carbon monoxide, call a doctor as soon as possible to be tested for carbon monoxide poisoning, even if you’re not feeling unwell. If you do start to feel unwell, get out of the house for some fresh air and call 999.

Downloading the My Utilita app

The My Utilita app has all the benefits of the old Top-Up app, with some added extras.

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With the My Utilita app, you can:

  • Top up and make payments
  • Access the online portal
  • View your balance
  • View bills and payment history
  • Generate eCards
  • View your meter debts
  • Receive notifications when your credit’s running low
  • Submit meter readings
  • View your energy usage
  • Get exclusive rewards
  • Refer your friends

Download the app on the App Store and Google Play.

I want to make a complaint

In Q3 of 2020, Utilita received 635 complaints per 100,000 customers. They managed to resolve 25% of complaints within one working day and 88% within 8 weeks.

If you’ve had a bad experience with Utilita and want to complain, you have a wide range of choices:

  • Call the Customer Care team on 0345 2072 000
  • Email
  • Write to:
    Freepost RTXA-BEUG-KLGH
    Utilita Energy Limited
    Hutwood Court
    Bournemouth Road
    Chandler’s Ford
    SO53 3QB

If you call, you’ll be able to talk to a dedicated complaints manager who can help you resolve your problem as quickly as possible. If you send an email or a letter, they’ll call you back when they receive the complaint. If you’d rather they contact you in writing, you should specify this in your email or letter.

If you’re unhappy with how your complaint was handled, you can request an internal review or escalate it to the Energy Ombudsman on 0330 440 1624 or

Find out about the Warm Home Discount

Get £140 from the Warm Home Discount

Let us guide you through the Warm Home Discount and find you the right tariff that can also give you an additional £140 from the Warm Home Discount.

020 3992 7717 Get a callback

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The Warm Home Discount is a Government-led scheme designed to help lower-income and vulnerable households afford their higher energy bills over the winter by offering a £140 discount. If you meet certain criteria, you’ll be categorised into one of two groups: the core group and the broader group.

If you’re in the core group, you’ll be automatically accepted into the scheme and will have received a letter from the Department of Work and Pensions letting you know. You’ll be receiving the Guarantee Credit element of Pension Credit and won’t have to do anything to apply.

If you’re in the broader group, you’ll have to meet certain other criteria. However, due to a high number of applications and a limited number of discounts, even if you meet the criteria and have applied, you might miss out.

Utilita opens its applications in August and pays the discount in December and January. If you’re accepted and have a smart prepayment meter, you’ll receive two payments of £70, however, if you don’t yet have a smart meter or pay via direct debit or on receipt of bill, you’ll receive a one-off payment of £140.

You can contact the dedicated Warm Home Discount team on 0800 731 0214 or click the button below to find out more.

Find out more about Utilita’s Warm Home Discount

I want to talk about something else

For general enquiries not covered here, you can contact Utilita by calling 0345 207 2000 or using the live chat feature on their website.

If you’d rather talk to someone in person, you can also visit one of Utilita’s energy hubs. They have 6 hubs across the UK which you can visit for advice, topping up, and support.

For more help switching...

Give us a call and we'll walk you through your options. We have handpicked a fantastic panel of providers in a number of home utilities, giving you a great choice of vetted options, taking all of the leg work out of switching.

0203 992 7717 Contact Utilita - Phone Number, Email & SMS - Utility Switchboard (1)

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Any products or services displayed on this webpage may only represent a portion of the options available to you. We encourage you to carry out your own independent research and seek advice where necessary to aid your decision making. We may receive a commission from selected partnered companies for the introduction of potential customers and business mentioned on this website. This helps us to provide our website to you for free as a customer.

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Contact Utilita - Phone Number, Email & SMS - Utility Switchboard? ›

Speak to a Customer Service Advisor by calling 0345 2072 000.

What is the email address for Utilita? ›


(Please include your account number, name, contact number and full address so we can link it to your account).

Is calling Utilita free? ›

They're the official sources of free and independent energy advice and support. If you live in England or Wales, go to or contact the Citizens Advice consumer service on 0808 223 1133. Calls are free.

Why is My balance not showing on My Utilita app? ›

Why aren't my balances showing after I've set up my account on My Utilita? It can sometimes take a little while for your balance to appear in the My Utilita app, this is due to the data we get from your Smart Meter.

How do I reset my Utilita smart meter? ›

How to: Restore your Supply - YouTube

How do I contact Utilita? ›

Our Customer Care Team provides a wide range of support services if you need help to manage your energy supply. To speak to someone, call us today on 0345 072 000.

How can I get through to Utilita? ›

Online at My Utilita. Through the My Utilita app. Call the automated meter reading line at 0345 2093 750. Speak to a Customer Service Advisor by calling 0345 2072 000.

Does Utilita have a 24 hour number? ›

If you need help, please call us on 0345 207 2000. Need help with your bills? If you're worried about your bill and need some help, call our Billing Team on 0330 053 5669.

What is happening with Utilita? ›

Energy supplier Utilita is facing a ban on taking on new customers after installing old first generation smart meters that often don't work when households switch. The energy regulator is now deciding whether to force the firm to install 15,000 new smart meters – known as second generation models – by 31 July 2021.

Who is the cheapest energy supplier in the UK? ›

The cheapest energy suppliers
Cheapest VariableOutfox the MarketOne Variable Tarrif 6.0
Cheapest FixedAvroSimple and SuperSave
Cheapest Big SixScottish PowerSuper Saver September 2020 B3
Aug 19, 2022

Why has my smart meter stopped working? ›

If your smart energy monitor stops working, check the mains power cable is inserted correctly and that your power supply is switched on at the wall. If it's still not working, try using batteries. If batteries don't help, then the problem may be with your smart meters.

How much can I top-up my prepayment meter with Utilita? ›

You can top-up by sending an SMS/text message*. Before you can use this service you will need to have processed one payment online or via our top-up app in order to register and securely save your debit or credit card details and mobile phone number. The minimum top-up you can make is £10 and the maximum is £175.

What is My Utilita vend code? ›

In the event that your top-up fails you will need to manually enter the 20, 40 or 60 digit code that will appear on your PayPoint receipt and is issued with all methods of payment. This code is called a 'Vend Code'.

How do I reset my prepaid meter? ›

How to Reset Your MEMMCOL Meter in Five Easy Steps
  1. Kindly key in '990' on your meter and press the enter button.
  2. Next, punch in '8888' and enter.
  3. Finally, key in '999' and enter.
  4. On your meter, you'll get a RESET displayed on your screen.
  5. You can now proceed to load your token.

How do I reconnect my electric smart meter? ›

How to reconnect electricity supply after disconnection on EDMI pre ...

How do you reset a smart meter after a power cut? ›

To restore the lost connection to your smart meter, you'll need to: Take your In-Home Display to where your electricity meter is located. Once you're close to the meter, hold down the “OK button” until the In-Home Display turns off and then on again. You should then see the message: “your smart meter is now paired”.

Who owns Utilita? ›

How long does it take for Utilita to top up? ›

Your top-ups should go onto your smart meter automatically within 30 minutes of topping-up, however in some cases it can take a little longer or the vend code may need to be entered onto the meter manually.


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