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First Utility Customer Reviews

Because our customers want a real alternative to the 'big six' gas and electricity suppliers, we like to know that we're always providing great customer service.

We love learning from your customer reviews, so if you've got something to add, please get in touch.

We're on a dedicated journey to make your experience with us the best it can be. We know there's still work to be done, but we've come a long way already. This year alone, we're investing more than £10m in expanding and improving the First Utility customer service team and we pledge to continuously invest in new systems and processes to resolve First Utility customer service problems quickly and efficiently.

74% of customers think our different approach to energy makes us better than the 'big six' gas and electricity providers. See what else they're saying and leave your own review.

What we're doing to improve

Billing and metering issues

We are undertaking a comprehensive review of how our bills are designed and welcome customer feedback so we can make them as simple to understand as possible. Our investment in an 'on-demand' billing service will also enable us to update your bill instantly, if required.

Our partnership with Siemens also means that all of our customers will have a Smart Meter installed for free in the future. This will put an end to estimated billing.

Energy transfer and switching time

Unfortunately, the way the industry works has made it hard to speed things up - but we've been working on the issue. The First Utility Fix the Switch Campaign helped reduce the time it takes to switch suppliers, with Tim Webb of The Times reviewing First Utility as "instrumental in getting the regulator to force the industry to more than halve the time it takes to switch supplier to just over two weeks."

The first milestone sees broad agreement given to commit to a three-day switching process, after the cooling off period ends, by the end of 2014.

Customer service issues

Our £10M investment in customer service will see us quadruple the number of First Utility customer service agents in 2014 alone and we promise to continue to invest in training and recruitment. We're also working hard to reduce call waiting times, which have been steadily reducing over time.

Our commitment to continuous improvement will also see us routinely review First Utility processes.

I wouldn't like to think what my bills would be if I was still with one of the Big Six! I have already recommended First Utility.

N. Owens

Your website also is easy to use if it stays like this I will be with you for a long time.

D. Bowman

I appreciate the fact that you have taken the time to look in to this for me, it's nice to have good customer service for a change!

Z. Thackrah

...a real alternative to the ‘Big Six’ energy companies in the UK.

B. Nobes

How are we doing?

From answering the phone to giving you a quick reply, see how we’re doing with our customer service

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Let’s make things even better

We thrive on ideas from the people who know – our customers

Tell us your ideas

We're always looking to improve our customer service and your opinion matters to us

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Something we could do better?

We know we don’t get everything right all the time, so if there’s something that we could improve on, please let us know

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How we handle complaints

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