Utilita Terms & Conditions for SME and Micro Business. This section explains that you are entering into a legally binding agreement, describes how and when your Contract for Services starts and what to expect at the start of your journey with us. ‘Services’ includes gas, electricity and any other products we may offer.
Download our Standard Terms & Conditions
1 – Introduction
1.1 We are Utilita Energy Limited of Hutwood Court, Bournemouth Road, Chandler’s Ford, Eastleigh SO53 3QB, a limited company registered in England and Wales under company registration number: 04849181 and with VAT number: 823818422 (“Utilita”). “We”, “our” or “us” shall be construed as references to Utilita
1.2 These Website Terms of Use (“Terms”) govern your use of our Website: and all other Utilita affiliated webpages (the “Website”), whether you are a visitor, a client, a customer, a partner, a third-party broker or otherwise. By using the Website, you acknowledge that you have read, understood and agree to be bound by these Terms.
1.3 If you do not accept these Terms, do not use the Website. If you continue to access or use the Website, you will be deemed to have accepted these Terms.
1.4 If you have any questions about these Terms, please contact us by email at marketing@utilita.co.uk.
1.5 We recommend that you print a copy of these Terms for future reference.
2 – Access To The Website
Access to the Website is free of charge and permitted on a temporary basis only.
Use of the Website includes (without limitation), accessing, browsing, linking to, posting material on or registering to use the Website.
We cannot guarantee that the functions contained in, or the material made available on, the Website will be continuous, uninterrupted or error free. There will be times when we will be required to interrupt your access to the Website in order to carry out routine maintenance, repairs, or upgrades on a regular basis or in circumstances beyond our control. We will not be liable if, for any reason, the Website is unavailable at any time or for any period.
You are responsible for ensuring that all persons who access the Website through your internet connection are aware of these Terms and other applicable terms & conditions, and that they comply with them.
3 – License To Use The Website
3.1 We are the owner or licensor of all intellectual property rights in the Website and the materials published on it and we reserve all our rights.
3.2 The Website and the content featured on the Website are protected by copyright, trademark, patent and other intellectual property and proprietary rights which are reserved to us and our licensors.
3.3 The Utilita name and logo, and any other Utilita trademarks, service marks, graphics and logos used in connection with the Website are trademarks of Utilita (together “Utilita Trademarks”). Except where agreed otherwise in these Terms, the Utilita Trademarks may not be copied, imitated or used, in whole or in part, without our prior written permission.
3.4 We grant you a limited, non-transferrable, non-exclusive and revocable licence to access and use the Website and/or the Utilita Trademarks for the purposes of using and accessing our services as a current or prospective customer or partner of Utilita.
Y ou acknowledge that by posting comments, information or materials on the Website (“Materials”), you grant to Utilita and the Utilita group companies an irrevocable, perpetual, royalty-free, worldwide licence to use those Materials both on the Website and for commercial purposes. This licence extends to copying, distributing, broadcasting, transmitting, adapting and/or editing the Materials.
3.5 We are not responsible for any liability that may arise in connection with any and all Materials you post or upload on the Website.
3.6 We also have the right to disclose your identity to any third party who is claiming that any content posted or uploaded by you to our Website constitutes a violation of their intellectual property rights, or of their right to privacy; and
3.7 You are solely responsible for securing and backing up your content.
4 – Acceptable Use Of The Website
4.1 You agree to use the Website for lawful purposes only. You must not:
4.1.1 use the Website in an unlawful manner, for an unlawful purpose or in a way that is inconsistent with these Terms;
4.1.2 infringe our intellectual property rights, or the intellectual property rights of any third parties;
4.1.3 transmit any information that is defamatory, offensive or objectionable;
4.1.4 use the Website in a way that could damage or compromise our systems or security or that could interfere with other users;
4.1.5 collect or harvest any information or data from the Website or our systems or attempt to decipher any transmissions to or from the servers running the Website; and
4.1.6 abuse or use the Website for any fraudulent activity for your own or any other person or third party’s benefit.
4.2 If you do any of the above, we reserve the right to take immediate action to suspend or remove your right to access and use the Website.
4.3 You may view, print and distribute materials contained on the Website, provided that you must not:
4.3.1 print more than one copy of any page(s) from the Website (nor photocopy or scan such print), such permitted copy being only for your personal reference;
4.3.2 modify the paper or digital copies of any materials you have printed off or downloaded in any way, and you must not use any illustrations, photographs, video or audio sequences or any graphics separately from any accompanying text;
4.3.3 delete any copyright notice from any material printed or downloaded. Our status (and that of any identified contributors) as the authors of material on the Website must always be acknowledged;
4.3.4 license or resell any material downloaded, printed or accessed from the Website;
4.3.5 adapt, reproduce, copy, store, distribute, print, display, perform, publish or create derivative works from any part of the Website or from any information obtained from the Website;
4.3.6 commercialise any information, products or services obtained from any part of the Website;
4.3.7 incorporate any material downloaded, printed or accessed from the Website in any professional advice or transaction documents;
4.3.8 in any way suggest that Utilita is endorsing any products or services other than its own;
4.3.9 misuse the Website by knowingly introducing viruses, trojans, worms, logic bombs or other material which is malicious or technologically harmful;
4.3.10 attempt to gain unauthorised access to the Website, the server on which the Website is served or any server, computer or databased connected with the Website;
4.3.11 attack the Website via a denial-of-service attack or a distributed denial-of-service attack;
4.3.12 use, copy or imitate any Utilita Trademarks or the trademarks of any third parties which are included on the Website without our prior written consent;
4.3.13 display or use a link in a manner that causes the Website or any portion of its content to display within a frame, be associated with any advertising or sponsorship not part of the Website, or otherwise incorporate content from the Website onto a third-party website;
4.3.14 alter, block or otherwise prevent display of any content of the Website; or
4.3.15 link to the Website if the third party’s website may reasonably be considered to be obscene, defamatory, harassing, offensive or malicious, or if the third party’s website infringes any third-party rights or otherwise does not comply with all applicable laws or regulations.
4.4 If you print, copy, download or use any part of the Website in breach of these terms of use, your right to access and use the Website will cease immediately and you must, at our sole discretion, return or destroy any copies of the materials you have made.
4.5 Breach of the above provisions will be considered a criminal offence under the Computer Misuse Act 1990. We will report any such breach to the relevant law enforcement authorities, and we will co-operate with those authorities by disclosing your identity to them.
5 – Confidentiality
5.1 Except for information in websites controlled by third parties that are accessible via hyperlinks on the Website, the information available on the Website is our confidential information. You may not use, disclose, reproduce, transmit, or otherwise copy in any form or by any means our confidential information for any purpose without our prior written permission.
5.2 If you choose, or are provided with, a user identification code, password or any other piece of information as part of our security procedures, you must treat such information as confidential. You must not disclose it to a third party.
5.3 We have the right to disable any user identification code or password, whether chosen by you or allocated by us, at any time, if in our reasonable opinion you have failed to comply with any of the provisions of these Terms.
5.4 If you know or suspect that anyone other than you knows your user identification code or password, you must promptly notify us at marketing@utilita.co.uk.
6 – Other Terms That May Apply
6.1 We explain what personal data we collect and what we use it for in our Privacy Information Notice available here.
6.2 We also use cookies on our website. We explain what cookies we use in our Cookie Policy available here.
7 – Third Party Websites
7.1 The Website may contain links to other third-party websites (“Third-Party Websites”) for your information only. We do not have any control over the content on these Third-Party Websites.
7.2 We are not responsible for the contents of any linked Third-Party Websites, or any changes or updates to such Third-Party Websites. You hereby agree that we are not responsible, and shall have no liability to you, with respect to any information or materials posted on any Third-Party Websites, including defamatory, offensive or illicit material, nor shall we be responsible or liable for any losses caused or alleged to be caused by or in connection with your use of or reliance on any content, goods or services available on or through any such linked Third Party Websites.
7.3 Any links on the Website to Third Party Websites should not be construed as an endorsement, support, approval or recommendation by us of the owners or operators of those Third-Party Websites, or of any information, graphics, materials, statements, comments, opinions, products or services referred to or contained on those Third-Party Websites, unless and to the extent stipulated to the contrary.
7.4 You agree to release us from any claims or disputes that may come from your use or access to any Third-Party Websites.
7.5 You must contact us at marketing@utilita.co.uk for permission if you want to:
7.5.1 charge your website’s users to click on a link to any page of the Website; or
7.5.2 say your website is associated with or endorsed by Utilita or any of our affiliates.
8 – User Generated Content
8.1 The Website may include information or materials uploaded by other users of the Website. This information and these materials have not been verified or approved by us. The views expressed by others on our Website do not represent our views or values.
8.2 If you wish to complain about content uploaded by other users, please contact us on marketing@utilita.co.uk.
9 – Your Security
9.1 Whilst we encrypt data, internet transmissions are never completely private or secure, and any information you send using the Website may be read or intercepted by others.
9.2 Whilst we take reasonable precautions, we do not provide any guarantees, conditions or warranties that the Website, or any products or services available on the Website, are current, secure, accurate, complete or free from bugs or viruses. We do not accept any responsibility or liability for any loss, damage or interference to your computer equipment, computer programs or data which arises in connection with your use of the Website, any material you download from the Website or from any third-party website linked to the Website.
9.3 You are responsible for configuring your information technology, computer programs and platforms in order to access the Website. We recommend that you take you own precautions to ensure that you are protected when you access and use the Website.
10 – Our Liability To You
10.1 We do not publish advice on the Website. The content is provided for your general information only and does not constitute any technical, financial, legal advice or any other type of advice and should not be relied upon for any such purposes. You should get professional or specialist advice before taking, or refraining from, any action on the basis of the content of the Website.
10.2 We do not limit our liability to you where it would be unlawful to do so including for death or personal injury arising out of our negligence or fraudulent misrepresentation.
10.3 The Website and all information contained herein (including, without limitation, names, images, pictures, logos, icons, information and material regarding or relating to any Utilita or any Utilita group company products or services) is provided without any representation, endorsement, warranty or guarantee of any kind, express or implied (by law or otherwise).
10.4 Any person using the information made available on this Website uses such information at their own risk.
10.5 To the fullest extent permitted by law, in no circumstances shall Utilita or any Utilita group company be held responsible or liable for any loss or damage, howsoever arising (whether for breach of contract, in negligence, in delict or tort or otherwise), out of or in connection with your use of the Website or any Third-Party Websites, including, without limitation, any:
10.5.1 losses that were not foreseeable to you and us;
10.5.2 losses that were not caused by any breach by us;
10.5.3 losses to non-consumers;
10.5.4 loss of income or revenue;
10.5.5 loss of profits or contracts;
10.5.6 loss of sale or business;
10.5.7 loss of anticipated savings;
10.5.8 loss of opportunity;
10.5.9 loss of tangible property;
10.5.10 loss of, corruption or damage to data, information or any computer system;
10.5.11 loss of or damage to goodwill or reputation;
10.5.12 loss arising from any errors or omissions in the information contained in or referred to in this Website or any inability to use the Website;
10.5.13 any indirect, special or consequential losses; or
10.5.14 any other loss or damage of any kind howsoever arising and whether caused by tort (including negligence), breach of contract or otherwise, even if foreseeable.
10.6 You agree that access and use of the Website is at your sole risk and if dissatisfied with our services and/or the Website or any portion thereof, your exclusive remedy shall be to stop using the Website.
10.7 You agree that the limitations and exclusions set out in these terms of use are reasonable and proportionate.
11 – Changes And Variations
11.1 We may revise or supplement these Terms from time to time in accordance with any legislative requirements and/or any changes that we decide to make. We will update these Terms and any supporting documentation accordingly. Such modifications become effective once we post the modified Terms on the Website.
11.2 We reserve the right to restrict, withdraw or amend the Website, its contents, or any products, services, function, material or information we provide on the Website for business or operational reasons, without notice and without liability. If the need arises, we may suspend access to the Website or close it indefinitely. We will try to give you reasonable notice of any suspension or withdrawal.
11.3 Every time you wish to use the Website, please check these Terms regularly to ensure you understand the terms that apply at that time You agree to any changes we make to the Terms if you continue to use the Website after the changes have been posted.
11.4 These Terms were most recently updated on 19 October 2021.
12 – Transfer
12.1 We may transfer our rights and obligations under these Terms to another organisation. We will always tell you in writing if this happens and we will ensure that the transfer will not affect your rights under the contract.
13 – General
13.1 Our failure to exercise or enforce any right or provision of these Terms shall not constitute a waiver of such right or provision. We reserve the right to exercise or enforce any right or provision under these Terms at a later date at our sole discretion.
13.2 To the extent that any provision in these Terms shall be found to be unenforceable, such provision shall be modified in such a manner so as to make these Terms as modified, legal and enforceable under applicable laws and the balance of the provisions of these Terms shall not be affected thereby
13.3 These Terms and any dispute or claim (including non-contractual disputes or claims) arising out of or in connection with it or its subject matter or formation shall be governed by and construed in accordance with the laws of England and Wales. Your statutory rights are unaffected.
13.4 Each party irrevocably agrees that the courts of England and Wales shall have exclusive jurisdiction to settle any dispute or claim (including non-contractual disputes or claims) arising out of or in connection with these Terms or its subject matter or formation.
If you have, or require, a half-hourly meter and have a maximum demand of 100 kW or greater, these following terms apply to you. This includes any MPAN with a profile class 05 to 08.
View our Supplemental Terms & Conditions
The following document explains the principal terms that relate to supplying your business with energy under a contract between you and us. A full set of your contract Terms & Conditions is included in your contract and can be found in your Welcome Book.
Download our Principal Terms
We are Utilita Energy Limited, of Hutwood Court, Bournemouth Road, Chandler’s Ford, Eastleigh SO53 3QB, registered in England – 04849181.
We licence you to use our website portal (My Utilita Business) on these Terms (Portal Terms). You must tick the box(es) at the end of these Portal Terms to confirm that you agree to them before you can use My Utilita Business. These Portal Terms supplement the Standard Terms and Privacy Information Notice applicable to your account which you can access by following this link: https://utilita.co.uk/privacy. Together we refer to these as the “Terms”. Using My Utilita Business includes accessing the functionality contained in the portal via any device.
The Standard Terms will apply if there are differences between the Standard Terms and the Portal Terms.
The app store from where you downloaded our App may also have its own policies and rules. If there are differences between the app store terms and these Terms, these Terms will apply.
You must be over 16 years of age to download and use our App.
By accepting these Terms, you may view and use My Utilita Business on any device for the purposes of managing your business’ energy account. Any updates or upgrades we offer will also be available on these Terms.
Before you use My Utilita Business, you will need to create an account. My Utilita Business uses your email address to provide the services. Your email address cannot be used more than once for any additional Utilita energy account that you may have with us. You can change your email address once you’ve registered by calling our customer services team. If you change your email address, your login details will also change.
In order to access My Utilita Business, you can either follow the link presented in your welcome email or request an email invitation by entering your email address into the My Utilita Business login screen. We will send you an email invitation with a link so you can set up your account. If the email you give us does not match the one that we have on your energy account, then you will not receive an email invitation. You will need to sign up to My Utilita Business with the email address, customer reference number and full business name that we hold on your account. Your login details for future use will be your email address and your password, created at sign up. All users who are registered to the account will have full access to the My Utilita Business functionality including the ability to view and change your information and view e-cards.
Registration notifications related to any additional users will be sent to the email address linked to your account.
We make reasonable efforts to provide you with up to date information but the information on My Utilita Business may differ from the information held on your account.
My Utilita Business allows you to view and manage aspects of your account with us. It allows you to view, download and pay for your bills and manage charges on your account via the online payment system. It will also allow you to view mini-statements, view your payment history (including any refunds or credits), your billed energy consumption usage (in kWhs or pounds sterling) and current estimated consumption usage. You can also submit meter readings and view Billpay e-cards that will allow you to make payments towards your account.
Your current account balance may be an estimate of your energy consumption charges, based upon actual or estimated meter readings available and any recent payments or credits received after the last bill was generated. This will be different from the amount that will be showing on your next bill.
We will let you know when new functionality becomes available.
We may send you email copies of any notifications received on your My Utilita Business account. Notifications may include reminders for meter readings or payment due dates and updates for when your bill is ready to view.
You can find out more information about our services, how you can pay outstanding charges, how the online payment system operates, and how you can manage your account with us by reading our Standard Terms or viewing our Codes of Practice.
Where you are using My Utilita Business for the benefit of the primary account holder, you must do so with their full knowledge and consent. If you are not the primary account holder, you must have the account owner’s permission before you access the account or pay any bills using My Utilita Business.
To access and use My Utilita Business and receive real-time notifications about your account, you will need to be connected to the internet. You may be charged by a third party for the internet connection used to access My Utilita Business, this may include roaming charges if you are using My Utilita Business abroad or using a smart device such as a mobile phone or tablet. Please make sure you have the smart device bill payer’s permission before incurring these charges. If you lose your internet connection whilst accessing My Utilita Business you may not be able to continue accessing it, transactions may be interrupted and the information you see on My Utilita Business may not be accurate or up to date.
We are not responsible for any of the My Utilita Business functionality not being available because you do not have an internet connection or any available data allowance on your device.
We are not responsible for any failure or delay in managing a payment due to your failure to maintain the internet-connection, battery of the device or other connection issue. It is your responsibility to ensure that you pay for your energy in good time, we are not responsible if you fail to do so. Your energy supply may be interrupted if you do not make payments to your account in good time.
You must own, or have permission from the owner of, the device to use My Utilita Business. You cannot transfer My Utilita Business to anyone else.
We are committed to ensuring that My Utilita Business is as useful and efficient as possible, but My Utilita Business does not replace your Smart Energy Monitor (where you have one).
Please take care when entering any meter readings and dates of the meter readings online, to ensure that you have copied the values correctly. We will not always be able to check this with you, but we are entitled to assume that data you have entered online are correct and issue bills accordingly. You may enter one meter reading, per register, per meter, per day.
You must not:
If you do any of the above, your right to access and use My Utilita Business will cease immediately.
We explain what personal data we collect and what we use it for in our Privacy Information Notice which you can access here: https://utilita.co.uk/privacy and the following additional terms apply when using My Utilita Business and online services.
If you change any information we hold about you on My Utilita Business, it may automatically record this, to help us keep your My Utilita Business account up to date. This will not automatically update the information we hold about you in our main systems, so please make sure you get in touch to let us know about important changes.
We will use the meter readings that you provide via My Utilita Business and your bills will be calculated based on these readings. If we cannot get actual meter readings from you, we may need to estimate your usage.
When you use the online payment functionality, you agree that we may retain relevant payment information and share this with third parties to enable the payments to be processed securely. If you register with the online payment service, they will hold your details so that you do not need to re-enter details each time you use the functionality. You can opt to make guest payments, if you would prefer for My Utilita Business not to save your payment details. If you use your camera to enable the payment, please read the additional privacy information which is set out in our Paying for your Energy Code of Practice.
My Utilita Business uses two types of cookies (an XSS cookie and a session cookie). A cookie is a small file of letters and numbers that we put onto your device. The session cookies support your use of My Utilita Business whilst logged in and enables you to use its functionality. We also use “analytical cookies” which give us important information about your usage to help us to continue to improve My Utilita Business.
The online payment system uses its own cookies to distinguish individual users, which are different to the cookies in My Utilita Business. Details of these cookies can be found at https://utilita.co.uk/terms.
My Utilita Business may contain links to other websites that are not provided by us, and that we have no control over. It is your choice to use these websites – and we are not responsible. We recommend you check the content or privacy policies (if any) before you use any other website.
Whilst we encrypt data, internet transmissions are never completely private or secure, and any information you send using My Utilita Business may be read or intercepted by others.
Because My Utilita Business gives you access to your account, and the online payment system, you must keep your mobile device secure and close, or log out of, My Utilita Business if you are not using it. You are responsible for keeping all passwords and login details secure and confidential. If you suspect that someone else has access to your account, please contact us immediately. The conditions relating to payment instructions set out in your Standard Terms apply.
Whilst we take reasonable precautions, we do not guarantee that My Utilita Business, the online payment system, or any other services are free from viruses, and we recommend that you protect your own phone or device using anti-virus software.
We are the owner or licensor of all intellectual property rights in My Utilita Business and the materials published on it and we reserve all our rights. The online payment system is made available under licence. If you comply with these Terms, we grant you a limited, non-exclusive and non-transferable right to use My Utilita Business and access the online payment system solely for your own personal use. You may only take a copy of content from My Utilita Business or the online payment system for the purposes of managing your business’ energy account.
Where My Utilita Business includes open-source software, it is licenced on those terms.
If you are having difficulties accessing My Utilita Business or if you would like to speak to someone about your account, please contact our Business Customer Service Team by email or by phone.
If we need to contact you, we will do so by email, by SMS or by a notification message using the contact details you have provided to us. If you do not want us to contact you electronically, please tell our Business Customer Services Team who will update your account preferences. It is important that you keep us updated with any changes to your contact details.
My Utilita Business is currently provided free of charge, but we may need to introduce a charge for it, or some of its services. If we do introduce charges for My Utilita Business, we will notify you in advance.
Sometimes we need to change these Portal Terms to reflect changes in the law or best practice. Please check these Portal Terms every time you use My Utilita Business to make sure you fully understand the terms and conditions that apply. We will let you know about any changes in a reasonable time before they take effect. But if the change is to your benefit, we may make the change and tell you afterwards. The new terms may be displayed on-screen or you may be required to read and accept them to continue your use of My Utilita Business.
If you do not comply with these Terms we may stop you from accessing and using My Utilita Business. We will tell you in advance if this happens, unless we are required to revoke your access in an emergency.
The performance and functionality of the online payment system may vary. We do not guarantee that the online payment system, or any content on it, will be free from errors or that the service will always be available and uninterrupted. The online payment system may suspend or change all or any part of it without notice and which may restrict your ability to make a payment. It is your responsibility to allow sufficient time to make an alternative payment when topping up your account. We are not responsible for any losses or charges incurred by you as a result of the unavailability of the online payment system.
You must not abuse or fraudulently use the online payment system, or any of the functionality within My Utilita Business. You must take care when inputting information into My Utilita Business or the online payment system to use the correct account and payment details.
We do not limit our liability to you for death or personal injury arising out of our negligence or fraudulent misrepresentation.
We are only responsible for foreseeable loss or damage that is caused by our failure to comply with these Terms, or where we do not use reasonable skill and care. If you suffer loss as a result of our failure under these Terms, our total aggregate liability to you for all claims is limited to £10,000 for any one event or series of connected events in any 12-month period.
We are not responsible for unforeseeable losses, or any other loss or damage that you may incur which is not an obvious consequence of our failure, or where the failure is due to circumstances that are beyond our reasonable control. We are not responsible for any indirect, special or consequential losses you may suffer, including but not limited to any business losses or disruption to business activities carried out at the Premises. If you hand your device to any of our personnel whilst we are providing services, we are not liable for any accidental loss or damage they may cause unless such damage is wilfully caused.
We are not responsible to you for any loss or damage that you may incur if:
These terms shall be governed by the laws of England and Wales and disputes arising shall be dealt with by the English courts. If the address of the Premises is in Scotland, your statutory rights are not affected.
Utilita Energy is committed to the operation of fair processing in relation to the collection and use of personal information. This Privacy Information Notice explains how we will collect and use your personal information and is in addition to our Utilita Energy Terms and Conditions which can be found above.
Utilita Energy Limited is the controller in respect of personal information used in connection with the supply of services and associated services. If you have any questions or concerns in relation to this Privacy Information Notice you can contact our Data Protection Officer at or write to us at Utilita Energy, Hutwood Court, Bournemouth Road, Chandlers Ford, Eastleigh, SO53 3QB.
We may process personal information about you whether you are an existing customer, or you have become a customer under a deemed contract, and we will continue to process personal information following termination of the supply contract.
Download our Privacy Information Notice
At Utilita Energy, we’re committed to delivering outstanding customer service and treating all of our customers fairly. Being open and honest is an integral part of our company ethos and we are constantly looking to improve our service to meet the needs of our customers.
Our Treating Customers Fairly Statement explains how we are meeting the new ‘Standards of Conduct’ introduced by Ofgem, the industry regulator, in 2013. The aim of these Standards is to improve the experience customers have with their energy supplier and ensure they receive fair treatment.
Our aim is to provide a service for our customers that is affordable, convenient and easy to use. We aim to provide all of our customers with free market leading smart meters which allow them to choose and switch between a variety of payment methods to suit, including Pay-As-You-Go, Direct Debit and Pay on Receipt of an invoice.
We will always treat our customers professionally and with courtesy.
We have expanded our customer service channels and operations
We have a specialist business focused customer service team to ensure all queries are dealt with appropriately and efficiently, whether you are a new, existing or leaving customer.
We have a ‘Help Centre’ section on the website which includes guides for solving the most common queries, and also includes all relevant contact information for our customer service team.
We demand the best from our staff and contractors
We want all of our staff members –including engineers, sales agents and external contractors – to be thoroughly trained and able to provide customers with clear and straightforward advice to resolve any queries they might have.
We believe that all of our customers should understand, and be aware of, our responsibilities to each other. That’s why we have taken time to ensure that our Contracts, Terms and Conditions and written correspondence are written in straightforward plain English. We will always inform customers about any changes that might affect the price of their energy, and provide customers with any relevant information should there be changes to industry laws or regulation that might affect their account.
To be transparent, we ensure that our contracts do not automatically roll over when coming to an end. We send customers a renewal notice a minimum of 60 days before their contract is due to end. The notice will include information on;
The notice will also include detailed information on our deemed contracts rates in the case that the customer does not accept the renewal offer and does not give a termination notice.
For more information on our deemed and out of contract rates, please view our Deemed and Out of Contract Rates.
We hope that customers won’t need to end their contract early, but if they do, our Customer Service Team are always on hand to assist with the process. Termination fees may be applicable; more information on this is available within the Terms and Conditions.
We always strive to provide our customers with an exceptionally high standard of service.
We believe customers should always speak to an advisor who is able to deal with customer queries quickly and efficiently. New advisors go through an extensive training program before making or taking customer calls. They are then supported while they get experience.
We record every inbound and outbound call and we monitor the calls to ensure that our high standards are being met.
In all our training, we emphasise the importance of a customer focused approach in providing our fairer energy deal. We want customers to know when they call our specialist business team, they can speak to a friendly and attentive member of staff who wants to help and can advise customers on saving energy and money.
We are working to develop and further improve our services to:
Continually provide customers with more benefits, more convenient, and better value energy service. We are striving to exceed customer expectations by offering more than is expected from an energy supplier.
We continue to invest in services, staff training and new technologies to improve customer experience. We also want to continue developing the various communications channels available to customers today, so it is always easy to contact us by any method. If you have any comments or ideas regarding our service, please contact us.
If you would like a hard copy of this statement, please contact us.
Alternatively, you can find a range of useful contact details in our Codes of Practice.