Big Energy Credit Claim Back: Utilita

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 Utilita about claiming back their credit?

Utilita are primarily pay as you go (PAYG) so most customers are not affected. However, if any do have a credit balance there is a form on Utilita’s website to request a refund here. The Customer Care Team are also available on the phone – 0345 2072 000.

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

Utilita 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!

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

Utilita 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?

Utilita did not provide this information but you will likely need to have your meter readings and account details.

What are the steps to claim back credit?

There is a form on Utilita’s website to request a refund here, or customers can contact the Customer Care Team on the phone – 0345 2072 000.

What is the timeframe to get credit back?

Utilita did not provide this information, 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?

Utilita has a Priority Services Register for: those who are visually impaired, hearing impaired, those with limited technology access or skills, those with illness, those whose first  language isn’t English, and those with other needs – available here – https://utilita.co.uk/help/priority-services-register.

What’s the process for bereaved families to claim back credit from deceased relatives?

Utilita uses the LifeLedger service as well as direct contact from customers via email, livechat, phone or postal letter. This is outlined on their bereavement page here: https://utilita.co.uk/help/bereavement

Utilita ask for the following information to be included in any contact: 

Please include the following information when you contact Utilita (or have it to hand if you call):

• Your name and contact details (including phone number, email address and postal address)
• The Utilita Energy account holder’s details (including postal address, customer name and customer reference number if known)
• Contact information and details of the Executor or Administrator of the Estate (if applicable)
• Up-to-date meter readings (If these are available at the time of reporting the passing)

In some circumstances, Utilita may also need a death certificate, coroner’s certificate, grant of probate or letters of administration. These will be requested on a case-by-case basis if required.

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.