My Utility Point Account​ FAQs

Your Utility Point account questions answered

Discover more about making the most of your Utility Point account, including managing your preferences and your online member account.

You can update what communications you receive from us, such as marketing emails, on your online account. Simply log in and click on the preferences tab.

Please note, it can take 24-48 hours to update your account and we’ll need to send you important service communications from time to time so you won’t be able to opt-out of these.

Earning money by recommending Utility Point to your friends and family is as easy as 1, 2, 3. To get started:

  1. Log in to your online account
  2. Click on ‘Refer a friend’ on the left hand-side menu
  3. Share your unique code with as many people as you like

For every person who joins Utility Point using your code, you’ll receive £25 as a thank you for recommending us, and they’ll receive £25 as a welcome gift!

For your friend to receive their credit, you’ll need to tell us their member number, which they’ll receive once they’ve signed up (it’ll start with UPD).

You (the referrer) and your friend (the person you referred), will receive your reward payment within 60 days of the switch date or Agreement date of the referred person (as long as there have been no objections or notifications, and all eligibility criteria have been met).

For your friend to receive their credit, you’ll need to tell us their member number, which they’ll receive once they’ve signed up (it’ll start with UPD).

When you first signed up to Utility Point energy, you created an online account using your email address as your username and chose a password.

To access your online account:

  1. Click here or click the ‘Login’ button on the top right of any page
  2. Enter your email address and the password you created when you first signed up and click ‘Log in’
  3. You’re now in your online account where you can manage payments, view bills, submit meter readings, refer a friend, and more!

If you’ve forgotten your password, click ‘Forgotten password’ on the log in page and follow the online instructions to reset it.

When you sign up for Utility Point energy via a third party website, you’ll receive an email during the 21-day switching cycle asking you to set up your online account and instructions for how you do this.

If you signed up with us directly (on our website or over the phone), you’ll have automatically created an online account and chosen a password.

To log in, click here or the ‘Login’ button at the top right of any page on the website, enter your email address (this is your username) and the password you chose when you set it up.

Hit ‘Log in’ and that’s it, you’re in! You can use your online account to submit meter readings, view your bills, access member rewards and more!

To reset your online account password, go to the log in screen for your online account, click ‘Forgotten password’ and enter the email address you signed up with.

We’ll then email you further instructions on how to reset your password.

To view your current and past energy statements from Utility Point, log into your online account, click on ‘Energy’ and then ‘View statements’.

Here you’ll be able to see your most recent statement and browse your past statements too.

To change your details, such as a change of name or address, please get in touch using your preferred contact method found on our contact page and we’ll be happy to get your details updated.

If you’d like to change your email address, please get in touch using one of the contact methods on our contact us page.

To submit your meter readings online, follow these 3 simple steps:

  1. Log in to your online Utility Point account
  2. Click on ‘Energy’ and then ‘Submit a meter reading’
  3. Enter the reading for your electricity and/or gas

Not sure how to read your meter? Check out our guide on how to read different types of energy meter, including smart meters and dial meters.

Your first Direct Debit payment will be made on or around your Supply Start date (we’ll email you to let you know when your Supply Start date is so keep an eye on your inbox!).

Payments after that will be made on the same date of each following month and you’ll receive an energy statement which will show you your usage which can be viewed on your online account.

Please note, if your payment date falls on a weekend or bank holiday, your payment may be taken a few days after this date.

It’s important to always have some credit on your energy account to help cover changes to your energy use throughout the year or changes in circumstance.

For example, having a build up of credit in the summer will help pay for your increased usage during winter and help you avoid unexpectedly large bills.

However, if you think you’re due a refund, you’ll need to make sure:

  • It’s advised you have been a Utility Point member for 12 months or more
  • Your account is in credit
  • You’ve supplied at least 3 meter readings in the past 6 months
  • You’ve supplied a meter reading in the last 28 days
  • You’re confident you can cover the cost of your future energy use

You can find out more and how to claim your refund by reading our full refund policy here.

Yes, we’re happy to provide additional support for those customers who need a little extra help.

If you have special requirements, you can add your details to our Priority Services Register (PSR), a free service designed to give our vulnerable customers the support they need.

Find out more about the Priority Services Register and apply online.

Yes, you can nominate someone else to take care of your energy account for you, though you’ll need to get their permission first.

The policyholder needs to contact us directly and provide all the nominated person’s details before we can action anything. It helps make the whole process smoother if we can talk to both parties on the phone.

We can send your bills and other correspondence to a relative, friend, or carer’s address as long as we have their permission.

Visit our contact page for details on how you can get in touch with our friendly team using your preferred communication method. 

We’re sorry to hear things haven’t quite gone to plan and we’d like to make things right. You can submit a complaint or provide feedback by visiting our complaints page

When you get in touch, please provide as much information as you can as this will help us find a resolution to your complaint as quickly and effectively as possible.