Companies on Trustpilot can’t offer incentives or pay to hide any reviews.
Been with UW a long time now, good service, always in contact if things are changing, giving you the heads up and the opportunity to look for a better service. They are commited to looking after the customer and letting them know if they need to change things. Really good company.
The engineer who came out last evening to sort the problem with the smart meter that locked the gas from my house,
He was excellent and worked out in the cold for over an hour to sort out the problem, 10stars to him.
Was not impressed with the person from Utility Warehouse who was trying to sort out the problem earlier in the day.
So much better than my last experience of UW’s customer support which involved 45 minutes + in call waiting. Kieran in tech support was great.
UW needs to understand, though, that when they don’t do a *great* job (here, they failed to send me the message re my being close to my data usage limit, and I just ended up with no mobile data for no apparent reason), a gesture of goodwill would be a really nice thing. My data renews tomorrow and I’m mostly at home so I can use WiFi but that’s not the point.
Very happy with the service that Utility Warehouse provides. The assistants are always helpful and polite but most of all they are keeping rates down as low as possible. I would recommend UW.
Written by the company
508 Edgware Road, NW9 5AB, London, United Kingdom
My query was investigated quickly and efficiently and although the outcome was not what I wished, Stephen was very helpful, investigated and replied in very short time.
Date of experience: December 31, 2024
Reply from Utility Warehouse
Hello Sue,
We appreciate your kind words and are glad to hear that you found Stephen helpful and responsive. We aim to provide excellent customer service and are pleased that your query was addressed promptly.
Thanks and take care,
Nin
I would only recommend this company to anyone who likes wasting their time on phone calls complaining about their services! Will be getting rid of them asap in 2025, awful company.
Date of experience: January 02, 2025
Reply from Utility Warehouse
Hello Jackie,
Thank you for your feedback. I’m sorry to hear about your experience and the frustration it has caused.
I've requested some additional information so we can take a look and see what's going on with your services, if you could respond when you get a chance that'd be great.
Thanks and take care,
Nin
Always very fair, helpful and easy to get into contact with
I feel valued as a customer
Date of experience: January 02, 2025
Reply from Utility Warehouse
Hi Sam,
Thank you for your kind words! We're thrilled to hear you feel valued and appreciate our fairness and helpfulness.
Take care,
Lauren
Reply from Utility Warehouse
Hi,
Thank you for your feedback! We're glad to hear everything is going well.
Take care,
Lauren
They have no issue with letting your account go into debit, this is my fault as I should have kept a closer eye on it even though good energy suppliers will change your direct debit with good notice to avoid this from happening. My main issue with these guys is the cashback card. I'm pretty sure I canceled it before I switched suppliers. Even if I didn't what I didn't expect, was to still be paying the monthly fee months after I had switched to another energy company. Surely the cashback card which allows you to get money off your monthly bill should be canceled along with your gas and electricity account?! I wonder how many other people are paying £3 a month without knowing it.
Date of experience: January 01, 2025
Reply from Utility Warehouse
Hello Sean,
Thank you for taking the time to leave us a review. We understand your frustration with the cashback card charges after switching suppliers.
We always aim to provide clear and transparent information to our customers, and we apologise if the process wasn't as straightforward as it could have been.
We'll review our processes to ensure that customers are fully informed about the cancellation of the cashback card when they switch energy suppliers. We appreciate you bringing this to our attention and will use your feedback to improve our service.
Thanks and take care,
Nin
Existing customers should not be denied better rates because we don't want a smart meter. Sadly that is what u.w does
Date of experience: January 02, 2025
Reply from Utility Warehouse
Hello Mrs Hull,
Thank you for taking the time to leave us a review. Having a smart meter is one of the conditions for being on a fixed tariff for new and existing customers.
Whilst it's not ideal for everyone we will use the feedback to see if any improvements can be made.
Thanks and take care,
Nin
Only 4 because app had a fault. It didn't recognise that my meter had gone round once and ended back at just above zero, so would not allow my reading as it was less than the last month's.
Date of experience: January 01, 2025
Reply from Utility Warehouse
Hello,
We understand your frustration with the app's inability to recognise your meter reading. We strive to ensure our app accurately reflects your usage and apologise for this inconvenience. We appreciate your feedback and will use it to improve our app's functionality.
Thanks and take care,
Nin
When ever I have a problem or question it’s always sorted great customer service
Date of experience: January 01, 2025
Reply from Utility Warehouse
Hi Kevan,
Thank you for your lovely feedback! We're so pleased to hear that your questions and problems are always resolved quickly.
Take care,
Lauren
Cant be trusted, we bought internet and phone bundle, did not use due to low dial-up speeds, did not use any data and the sim card was left unopened
We tried to cancel after 21 days when the upgrade was too slow
They then charged us for 3 months usage, despite using no data, why should we have to pay for data/line rental when we have used nothing
Date of experience: September 09, 2024
Reply from Utility Warehouse
Hello Stephen,
Thank you for taking the time to leave us a review. I'm sorry to hear of the issues you've experienced.
I've requested some additional information and once you respond to that I will be able to email you for extra information so I can get this resolved.
Thanks and take care,
Nin
The engineer who came out last evening to sort the problem with the smart meter that locked the gas from my house,
He was excellent and worked out in the cold for over an hour to sort out the problem, 10stars to him.
Was not impressed with the person from Utility Warehouse who was trying to sort out the problem earlier in the day.
Date of experience: January 01, 2025
Reply from Utility Warehouse
Hi,
Thank you for sharing your experience! We're delighted to hear the engineer provided excellent service and went above and beyond to resolve the issue, even in challenging conditions. We’re sorry to hear about your earlier experience and appreciate your feedback, as it helps us improve. We'll make sure to pass this along to the team.
Take care,
Lauren
Very happy with the service that Utility Warehouse provides. The assistants are always helpful and polite but most of all they are keeping rates down as low as possible. I would recommend UW.
Date of experience: January 01, 2025
Reply from Utility Warehouse
Hi Tania,
Thank you for your kind words! We're thrilled to hear you're happy with our service and appreciate our efforts to keep rates low.
Take care,
Lauren
Date of experience: December 23, 2024
Reply from Utility Warehouse
Hi Anita,
Thank you so much for taking the time to leave us a 5 star rating. It’s much appreciated.
Thanks and take care,
Nin
Very helpful as I'm moving, hope they can connect me very quickly to my new property
Date of experience: January 01, 2025
Reply from Utility Warehouse
Hello Paul,
We appreciate your kind words and are glad to hear that you found our service helpful during your move. We understand the importance of a smooth transition and hope you're settling in well at your new property.
Thanks and take care,
Nin
Reply from Utility Warehouse
Hello Dave,
Thank you for this 5* review. It's great to hear you're happy with the service.
Thanks and take care,
Nin
Was contacted about rate rise coming up re if I was on correct tariff. Seemed I was not. Given opportunity to alter rate in time.
Date of experience: January 01, 2025
Reply from Utility Warehouse
Hello,
Thank you for your review! I'm glad we could help ensure you're on the right tariff. 😊
Thanks and take care,
Nin
Reply from Utility Warehouse
Hi Graham,
Thank you for your feedback! We're glad you chose UW!
Take care,
Lauren
Been with UW a long time now, good service, always in contact if things are changing, giving you the heads up and the opportunity to look for a better service. They are commited to looking after the customer and letting them know if they need to change things. Really good company.
Date of experience: January 01, 2025
Reply from Utility Warehouse
Hi,
Thank you for your wonderful feedback! We're committed to keeping you informed and ensuring you always have the best service options.
Take care,
Lauren
So many things have gone wrong
Setting up the account.
Installation.
SIM card
Etc etc.
Date of experience: November 15, 2024
Reply from Utility Warehouse
Hello Jack,
Thank you for taking the time to leave your feedback. We truly appreciate it as it helps us make improvements where needed. I can see you were in touch with a colleague before Christmas, who explained the recent bill and how the mobile was added part way through the month. Billing should now be as expected moving forward, but if you have any further concerns, please don’t hesitate to reach out.
Thanks and take care,
Nin
Thank you I’ve been a long time customer. Nothing was too much trouble and reminds me why I chose Utility Warehouse x
Date of experience: January 01, 2025
Reply from Utility Warehouse
Hi Denise,
Thank you so much for your kind words! We're delighted to hear that our service continues to meet your expectations.
Take care,
Lauren
Very happy to change over if my readings can be sorted out from previous supplier.
Date of experience: December 29, 2024
Reply from Utility Warehouse
Hi Jeanette,
Thank you for considering the switch! We're happy to ensure a smooth transition from your previous supplier.
Take care,
Lauren
Anyone can write a Trustpilot review. People who write reviews have ownership to edit or delete them at any time, and they’ll be displayed as long as an account is active.
Companies can ask for reviews via automatic invitations. Labeled Verified, they’re about genuine experiences.
Learn more about other kinds of reviews.
We use dedicated people and clever technology to safeguard our platform. Find out how we combat fake reviews.
Learn about Trustpilot’s review process.
Here are 8 tips for writing great reviews.
Verification can help ensure real people write reviews about real companies.
Offering incentives for reviews or asking for them selectively can bias the TrustScore, which goes against our guidelines.
