Utilita – Energy Problems?

It can be one of the most frustrating experiences you will ever have, dealing with energy suppliers.

We know this from our own personal experience, after all, we are people too…

If you have a problem with your supply all you really want is to feel heard and have an action plan put forward to resolve your issue.

All too often even reaching this stage is frequented by long periods on hold, being bounced between departments, unfriendly agents, and unfavourable solutions…

In this series we will shine a light on some of the worst offenders in the energy business by researching exactly what their customers have to say about them to find out if there is any common themes in how they conduct their business.

This week, we’re taking a look at Utilita – so if you’re already a customer, or are thinking about joining… it may be worth a read.

A Deep-Dive – What are customers saying about Utilita?

By conducting thorough research across multiple review sites, we have gathered verified customer reviews of Sainsbury’s Energy and how they conduct their business. We believe it is only by listening to customers that you will gain a true understanding of how a business behaves as there is no amount of slick marketing that can spin-doctor a good honest review.

The results of our research can be found below:

The Good – 5-Star Reviews

Helpful is the name of the game here.

Customers generally did feel that Utilita agents were able to help with the problems they brought to them. Whenever they got through to an agent, by and large they were able to help in some way.

Whether or not they were able to solve it entirely is another story…

When customers were greeted with a friendly tone and endearing customer service they felt valued – thanking them for the excellent experience.

The Bad – 3-Star Reviews

And ‘Hold’ is the name of the game, here.

It is a damning indictment of Utilita Energy that the overwhelming shared experience for their customers is being sat on hold for periods of hours at a time. You would think if this is the case, that they would invest some time into making this bareable.

But no, many customers complained about dreary music, long waits, and repetitive messages interrupting their wait. An unforgivably unpleasant experience.

When customers got through to staff, more often than not they were simply passed on to the next department and then to the next – never getting any closer to a solution.

The Ugly – 1-Star Reviews

The one-star reviews for Utilita Energy were really difficult reading.

There were dozens of vulnerable customers left feeling isolated and exploited by Utilita, who were shocked by their treatment.

There were further customers who complained about engineers being rude, unprofessional, or inefficient – with several reviews mentioning engineers spending the majority of the time on the phone or doing anything other than what they were there to do.

Mentions of multi-hour waits on the phone or waiting days for a reply to an email is truly unforgiveable, but not uncommon to see from energy suppliers at the moment.

Learning from Others’ Failures

At Energy Solutions, we aren’t immune to casting a glance at the other businesses in the industry to see what they’re doing well.

More importantly, at a time like this where the UK energy industry is in turmoil and customers are left frustrated, we look to see what they are not doing well.

Our customers matter to us, so to see such wide-held frustration with other suppliers… We decided we had to break the mould.

For Utilita customers who are left annoyed at waiting times and unreachable support, you would be surprised at how reachable we are in comparison. Not only can you contact us over the phone – but also over WhatsApp, Email, or through our website.

No more hours of waiting, no more blanked calls, no more weeks waiting for a reply to support tickets….

A better way of doing energy.

Energy Solutions by Us, for You         

At a time of great uncertainty in global energy markets, it is easy to feel lost in it all.           

Keeping up to date with developing situations and the associated ramifications is a tricky and time-consuming job. It is also one that is not likely a priority for you and your business.         

So, what do you do?          

You partner with energy procurement experts to take the load off of your desk.          

Energy Solutions have been trusted brokers for countless businesses for over twenty years, which means we know how to navigate the energy markets during a time of uncertainty.      

Website: https://www.energybrokers.co.uk/     

Email: nick@energybrokers.co.uk     

Call Us: 0131 610 1688     

WhatsApp: 07757 400 788  