Utility warehouse

Domestic customers

Contact

  • Customer services 0844 815 7777 (not free) alternative 020 8955 5724
  • New customers 0800 131 3000
  • Complaints 0844 815 7777

Details

  • Membership fees- Online member £1.50 and value member £2.50 per month.
  • Calls to customer services from Utility warehouse landline cost 5p per minute
  • Only free to phone support and technical help if value member
  • UK call centre-YES
  • Market share/ number of customers available? ~360,000 customers
  • Existing customer incentives? YES, annual discounts and refer a friend scheme, price promise.
  • Customer service performance available? NO
  • Uses affiliate marketing so some customers are selling the product

Customer complaints 1st October 2012-31st December 2012,

  • 7970 received
  •  2120 per 100,000 customers
  • 79.9% resolved within one working day
  • 97.7% resolved within eight weeks
  • 44.5 billing
  • 12.7% prepayment meters
  • 8.4% debt
  • 8.2% transfer,
  • 7.9% metering
  • Complaint resolution procedure-  clear steps identified online
  • Customer charter-NO
  • Switching of Domestic supply-No detailed steps.

Business customers

Contact

  • New customers 0800 131 3000
  • Existing customers 0844 815 0506

Details

  • £2 per month membership fee -included in monthly bill.
  • UK call centres-YES
  • Market share/number of customers available- ~ 360,000 including domestic.
  • Existing customer incentives? 10% discount after 12 months for Gas and Electricity.
  • Customer service performance available? No
  • Complaint resolution procedure- Clear steps online
  • Business Customer charter? NO
  • Business Customer complaints performance-As above figures inclusive.
  • Switching of business supply- To switch to Utility Warehouse you must be introduced by an authorised distributor.

2013 ‘Which’ rating results =3rd /15 UK energy suppliers based on company satisfaction – including customer service,value for money and accuracy of bills.

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Anything we need to know or to give us updates or corrections email us on info@demandgoodservice.com