Big Energy Credit Claim Back: Utility Warehouse

What is the Big Energy Credit Claim Back?

The Big Energy Credit Claim Back is a campaign that 38 Degrees is running in partnership with the Warm This Winter coalition, of which we are a member, to help households reclaim their unused energy credit from energy suppliers.

If you have additional questions, get in touch at info@warmthiswinter.org.uk 

The more of us who claim back, the more we’ll show energy companies that we won’t put up with them hoarding our cash during this cost of living crisis!

How does it work?

If you pay your energy bills by direct debit, you can claim back any credit you may have overpaid throughout the previous year.

Different companies have different ways to do this, so Warm this Winter has done the research and compiled individual steps for each company – but all of them require you to have up-to-date meter readings. Most also offer assistance if you need help with the process.

Whoever your energy supplier is, the following important warnings must be understood in all cases:

• Do not cancel your direct debit. This may result in the price you pay for your energy going up.
• By taking back the credit you are owed, this may increase your direct debits going forward as many suppliers create an excess buffer, but you will be able to get that back if you are in credit after next winter.
• There is also a danger that if you haven’t supplied regular meter readings that you may not be in credit and could end up owing your supplier more money.

Ofgem, the industry regulator, says that energy companies must give you back the credit you’re owed within two weeks.

How can customers contact Utility Warehouse about claiming back their credit?

Utility Warehouse did not provide this information to us, but we’d love to hear from you about what your experience of trying to claim back your credit was like. Look out for our next email with a short survey to share your experience!

How long does it take for an average customer to complete the process?

Utility Warehouse did not provide this information to us.

Is there anything customers need to do before starting the process?

Utility Warehouse did not provide this information to us, but you will usually need up-to-date meter readings. If you don’t have a smart meter, you should manually submit your current reading.

What information do customers need to have on hand?

Utility Warehouse did not provide this information to us, but you will likely need to have your meter readings and account details.

What are the steps to claim back credit?

Utility Warehouse did not provide this information to us, but you can get in touch with their customer services team on 0333 777 0777. If you don’t have a Utility Warehouse mobile or landline you can use, their freephone number is 0800 977 5777. You can also use the contact form on their website here: https://uw.co.uk/help/contact-us 

What is the timeframe to get credit back?

Utility Warehouse did not provide this information to us, but Ofgem says this should be two weeks.

What services are available to help people who may not be able to use the outlined procedure?

Utility Warehouse did not provide this information to us, but if you have a hearing or speech impairment, you can:

• Dial 18001 in front of any of Utility Warehouse’s phone numbers to use the Relay UK service
• Contact Utility Warehouse via SignVideo here

What is the process for bereaved families for claiming back credit from deceased relatives?

In the case of a customer’s death they have a team to close or change accounts. The bereavement support team is available on 0333 005 8356 or bereavement@uw.co.uk. And there is a contact form on the website available too – (https://s3-eu-west-1.amazonaws.com/pdf.utilitywarehouse.co.uk/bereavement-form-aug2023-fillable-v01.pdf) 

How can I share this with others?

The more of us who claim back, the more we’ll show energy companies that we won’t put up with them hoarding our cash during this cost of living crisis! Click here to sign and share this action with your friends and family to force energy companies to take notice.