The Utility Warehouse

The Utility Warehouse in a nutshell

  • The Utility Warehouse combines electricity and gas with home phone, mobile and broadband services and is the largest independent energy supplier in the UK.
  • Its pricing becomes attractive when customers register for a combination of several utility services with the Utility Warehouse and its 2018 fixed-price offer is one of the most extensive on the market.
  • Customer reviews and complaints performance are laudable, with the Utility Warehouse resolving a surprisingly high number of complaints before the end of the next working day.

The Utility Warehouse, the largest independent energy supplier

Initially founded in 1996 as a telecommunications business, the Utility Warehouse now provides a full range of utility services, from home phones to Internet and, of course, electricity and gas. Today, with over 450,000 customers, the Utility Warehouse is the largest independent energy supplier in the UK. It accounts for 22% of the smaller suppliers’ market and 1.1% of the national electricity and gas market. In 2013, the Utility Warehouse’s parent company, Telecom Plus, had 700 employees and £601 million in annual revenue.

The Utility Warehouse’s fuel mix rests mainly on natural gas

The Utility Warehouse’s fuel mix is exactly the same as npower’s, one of the Big Six energy suppliers. The largest fuel mix component is natural gas, though coal accounts for just over a third of the fuel mix and renewable energy for 14%, a relatively good score (the national average is 11.3%).


The Utility Warehouse’s current energy prices

Alone, the Utility Warehouse’s electricity and gas prices are among the more expensive on the energy market. However, its Gold, Double Gold and Double Gold Fixed tariffs are cheaper but only accessible to customers who take up home phone and broadband offers from the Utility Warehouse. The Double Gold Fixed Tariff is also one of the longest fixed-price energy offers on the UK electricity and gas market. Last, none of the Utility Warehouse’s energy offers include early exit fees.

To give you a more concrete idea of the Utility Warehouse’s energy prices, here are annual costs and tariff comparison rates for each offer on direct debit based UK averages with typical UK electricity and gas consumption (3,200 kWh for electricity and 13,500 kWh for gas). This will not represent your accurate usage or costs but enables standard comparisons between energy suppliers.

Tariff

Conditions

Estimated annual cost (£)

Value

- Variable prices

1181

Gold

- Accessible only to Home Phone and Broadband services customers (min. £21.89 per month)
- Variable prices

1157

Double Gold

- Accessible only to Home Phone and Broadband services customers (min. £29.39 per month)
- Variable prices

1128

Double Gold Fixed 1

- Accessible only to Home Phone and Broadband services customers (min. £29.39 per month).
- Fixed prices until 30 April 2018.

1194

 

Contacting the Utility Warehouse

The Utility Warehouse’s telephone numbers

Existing Utility Warehouse customers can call their supplier on 0800 781 7777 from Mondays to Fridays between 9am and 5:30pm and on Saturdays between 9am and 4:30pm. Potential customers can call 0800 131 3000 over the same operating hours. Although the Utility Warehouse’s customer service closes early during the week compared to other energy suppliers, its operating hours on Saturdays are more extensive than most electricity and gas suppliers in the UK.

Writing to the Utility Warehouse

Letters to the Utility Warehouse can be sent to the following postal address:
The Utility Warehouse Discount Club
Network HQ
333 Edgware Road
London
NW9 6TD

The Utility Warehouse customer reviews

The Utility Warehouse complaints performance

The Utility Warehouse receives as many complaints for 100,000 customers as most Big Six energy suppliers but it is exceptionally fast in resolving them: of the 15,624 complaints received by the Utility Warehouse in the first quarter of 2014, 91.15% were resolved before the end of the next working day - a very high score. Just over a quarter of complaints were about billing issues, and the other main complaint areas were prepayment meters, debt, metering and account transfers.

What customers say about the Utility Warehouse

The Utility Warehouse is one of the best rated electricity and gas suppliers in the UK. Although customer service does not seem perfect and there are various complaints about billing information and customer care feedback, online customer reviews praise the Utility Warehouse’s payment options, value for money, process simplicity and customer service helpfulness.

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Everything you need to know on the Utility Warehouse's electricity and gas services: we compare prices and assess customer service.