My Utility Point Account​

If you’re on our fixed rate tariff, we’ll take your first Direct Debit payment on or around the date that you come on supply with us (your Supply Start Date). Payments after this will be taken on the monthly anniversary. It may come out of your bank account a couple of days after this date if it falls on a weekend or bank holiday. At the end of each month, we produce an energy statement detailing your usage for that month. We only charge you for the energy you use, so the more meter readings you provide us with the more accurate your statement will be.

Depending on the tariff that you selected when you joined UP and depending on if you came through a comparison website or not, your monthly Direct Debit amount may differ over the duration of the contract and may be higher in the beginning of your contract. That is because we buy energy in advance and in bulk, so we can offer you unit rates at the most competitive prices on the market.
However, that doesn’t mean that you pay more than you should. It’s still the lowest price on the market but adjusted in such a way that helps us deliver you the energy at the lowest costs!

We review how much you’re paying every 6 months so your payments reflect your energy usage, and to make sure that there isn’t an unexpected large credit/debit on your account.
If your usage is higher or lower than expected, we may alter your Direct Debit payment accordingly, but we will confirm with you before doing this. Even if your account is in credit, we may still need to increase your payment amount to allow for higher usage during the winter month.

Example 1
If you end up using less than initially anticipated, we’ll reduce your monthly payments so that you don’t end up paying us more than you need to!

Example 2
If you end up using more, we’ll need to increase your monthly Direct Debit so that your payments stay in line with your usage. In this scenario the account is in credit when the adjustment is made, however due to higher usage during the winter months if the payment amount stayed the same there would be a large debt at the end of the contract, a situation that no one wants.
Remember – you only pay for the energy you use, any remaining account balance will be settled at the end of your contract.

If you are thinking about cancelling your Direct Debit, please get in touch with us before you do so. If any payments are missed due to us not being able to claim them, you may be subject to a missed payment fee (set out in Terms and Conditions). It also means that you may be in danger of falling behind on your payments, and that subsequent Direct Debit payments will need to be higher than previously quoted to cover any missed period.
We also initiate any refunds via Direct Debit, so if it has been cancelled it will take us longer to get your money back to you.
If you are no longer a Utility Point customer and have settled your final bill, please do cancel your Direct Debit Mandate.

You may use more or less energy depending on the time of year, so you’re likely to see your account balance in debt over winter and in credit the summer (if you’re paying via a fixed Direct Debit this should even out across the year). This means that even though your account balance may be in credit, you may not be entitled to a refund.
We review how much you are paying every 6 months to make sure your payments reflect your energy usage, this way there shouldn’t be any unexpected large credit/debit on your account.
If your usage is higher or lower than expected, then we may revise your Direct Debit payment accordingly, but we will confirm with you before doing this.
At the end of the contract, if you had used more/less than forecast then we would take a further payment/refund so your balance would finish at £0.00. We will only charge you for the energy you use.
If you believe that you’re entitled to a refund, please see our Refund Policy.

We understand that sometimes unforeseen events may happen and you might have trouble paying for your energy. If this is the case, please get in touch with us as soon as possible.
The sooner we know, the sooner we can talk through how we can help and discuss the options available.

One way to make sure your bill is accurate, and that you aren’t overpaying for your energy, is by giving us regular meter readings.
Here are some useful links for impartial advice:

www.citizensadvice.org.uk
www.moneyadvicetrust.org
www.nationaldebtline.org
www.moneyadviceservice.org.uk
www.homeheathelpline.org.uk
www.ageuk.org.uk

We don’t support FiT (Feed-in-tariff) payments currently.
However, this doesn’t stop you from transferring your energy supply to us.
This would mean you would have separate arrangements in place with two different energy suppliers, one for your own consumption and another for your generation.

All energy companies are required to tell their customers about the mix of fuels they use to generate the electricity and the impact this has on the environment.

Visit our ​Fuel Mix Disclosure to learn more about the mix of fuels. 

We provide electricity and gas to a variety of customers and recognise some may need extra support.
If you have special requirements, you can add your details to our Priority Services Register (PSR).
For example, if you have trouble reading your bill or rely on our energy to run essential medical equipment at home, our Priority Services Register is designed to give you peace of mind. Even if your needs are relatively simple or straightforward, we still want to help as much as possible.
You are automatically eligible to register on the PSR if you:

• Are of pensionable age
• Have a chronic illness
• Are blind or partially sighted
• Are deaf or hearing impaired

We can send your bills to a relative, friend or carer’s address if you give us permission to do so. You’ll also need their permission first as they’ll have to sign the relevant section of our Priority Services Registration form.
If you have a lasting power of attorney (LPA), the person or persons you nominate can help you make decisions on your behalf. These decisions fall into two categories; Health and Welfare and Property and Financial Affairs. If you already have an LPA and wish them to act for you when dealing with us, we’ll need to see evidence of this, and we will then update your account.
If you’d like more information or about Attorney’s, please visit: https://www.gov.uk/power-of-attorney/overview 

Part of our license condition is that for certain customers we can offer, free annual gas safety checks carried out by a person who has appropriate expertise and will include checks on the safety of your gas appliances and any other gas fittings on your side of the Gas Meter.
For each gas appliance this includes an examination of the effectiveness of any flue, the supply of combustion air, its operating pressure or heat input (or, where necessary, both), and make sure it’s safe to operate.
The criteria for this check is that you are:-
• Of Pensionable Age, disabled or chronically sick; and
• Live alone; or
• Live with others who are all of Pensionable Age, disabled, chronically sick or under 18 years old; or
• Live with others, at least one of whom is under five years old;
Please note that you must:
• Not occupy premises where a landlord is responsible for arranging a gas safety check under regulations made under the Health and Safety at Work etc Act 1974;
• Be in receipt of a means-tested benefit
• Not have had a gas safety check carried out at the premises in the last 12 months

Whether it’s about how to find a better energy deal, making a complaint, help if you’re struggling to pay your bills or just general advice here are some free useful links:

www.citizensadvice.org.uk

www.energy-uk.org.uk

www.moneyadvicetrust.org

www.nationaldebtline.org

www.stepchange.org

www.moneyadviceservice.org.uk

www.homeheathelpline.org.uk

www.ageuk.org.uk

We know problems can be frustrating, but we’re here to help. If you aren’t happy with the service that we’ve provided, please see Complaints Code of Practice for our complaints procedure. https://www.utilitypoint.co.uk/complaints/

Our Complaint procedure

Your feedback is important as it helps us improve as a business and deliver the best customer service possible.

If you are unhappy with any aspect of our service or processes, please let us know so we can investigate in order to take the relevant steps to improve.

Making a suggestion

Often people feel more comfortable about suggesting an improvement rather than making a formal complaint.

If you have a suggestion, please contact any of our Membership Relationship Specialists on 03455 57 78 78* or email help@utilitypoint.co.uk

*Our lines are available Monday to Friday 09:00am – 6:30pm

Making a complaint

We aim to handle complaints quickly, effectively and in a fair and honest way.

We take all complaints seriously and use valuable information from investigating to help us improve the service we provide. We treat all complaints in confidence.

Who can complain?

Anyone affected by the way Utility Point provides their services can make a complaint.

Making a complaint

You can get in touch to make a complaint by:

  • Calling us on 03455 57 78 78 between 9am-6.30pm Monday to Friday (excluding bank holidays)
  • Emailing complaint@utilitypoint.co.uk
  • Writing to us at Utility Point, Floor 7 Merck House, Seldown Road, Poole, Dorset BH15 1TW
  • Through our online form

Please note we don’t have the facility for customers to attend our business premises in person.

Anonymous complaints

We deal with anonymous complaints in the same way, however, it is better if you can provide contact details, so we can tell you the outcome of our investigation.

How we handle complaints

We will always aim to resolve a complaint as quickly as possible.

However, some complaints may take longer to investigate and for us to reach a satisfactory resolution.

If we can’t resolve your complaint on the first point of contact with our Members Relationships Specialists, your complaint will be passed to our dedicated complaints team.  

We’ll acknowledge your complaint within 5 working days and give you the name and contact details of the person looking into it for you.

We will keep you up to date with the progress of our investigation. We aim to have all complaints resolved within 28 working days unless we agree a different time scale with you.

When we have finished investigating, we will provide you with a full resolution including details of the findings, any action we have taken, and our proposals to resolve your complaint.

Further steps

If we aren’t able to resolve your complaint within 8 weeks, or you are not happy with our resolution, you can contact the Energy Ombudsman for help by:

Please note, the Energy Ombudsman won’t normally investigate a complaint until we have had an opportunity to respond and resolve matters within the 8-week timeframe provided. 

Impartial Advice

Citizens Advice can help with free impartial advice at any stage during a complaints process.

Their powers include the right to investigate any consumer complaint about actual or threatened disconnection and to investigate complaints from vulnerable or potentially vulnerable consumers.

They can also refer your case to their Extra Help Unit or other consumer bodies better able to assist if needed.

You can complete their online form or call their free helpline on 03454 04 05 06. Monday to Friday, 9am to 5pm

Utility Point are registered with and regulated by Ofgem. Please note that Ofgem cannot get involved in individual complaints about providers but is happy to receive information about services at any time.

You can contact the Ofgem by:

Read our blog on how you can save energy at home or you can also have a look at Energy Saving Trust 

We review how much you’re paying every 6 months to make sure your payments reflect your energy usage, and there isn’t an unexpected large credit/debit on your account.

If your usage is higher or lower than expected, we may change your Direct Debit payment, but we will give you 10 days’ notice before doing this. Even if your account is in credit, we may still need to increase your payment amount to allow for higher usage during the winter months.

Example 1

If you end up using less than initially anticipated, we’ll reduce your monthly payments so that you don’t end up paying us more than you need to.

 

Example 2

If you end up using more, we’ll need to increase your monthly Direct Debit so that your payments stay in line with your usage. In this scenario the account is in credit when the adjustment is made, however due to higher usage during the winter months if the payment amount stayed the same there would be a large debt at the end of the contract, a situation that no one wants.

Remember – you only pay for the energy you use, any remaining account balance will be settled at the end of your contract.