Frequently Asked Questions

How can I switch to Uttily?

Moving your utilities to Uttily is a stress-free experience. Complete the online form to receive a call back in the next 2 working days. We’ll support you to complete the necessary forms and immediately after we receive a signed agreement, we will work with you to ensure the transition is seamless. Do take a meter reading on the transfer date to ensure we are as accurate as possible.

I’m moving out of/into my business premises, what do I do?

You will need to complete our change of tenancy form. Find this on our Energy Management Platform or via your account manager. We will also need one of the following supporting documents:

  • Certified copy of the tenancy agreement
  • Completed land registry transfer (TR1) form
  • Deed of surrender signed by both parties
  • Lease agreement
  • Solicitors letter

Please submit this information to support@uttily.com

If you are moving into a Uttily-supplied property, you will be on a deemed rate tariff. Please contact support@uttily.com to set up a new, fully fixed agreement.

How long does this process take?

For outgoing customers, it can take up to 21 days to process this request. Failure to supply one of the supporting documents can cause delays, so planning ahead will help things go smoothly.

For incoming customers, we appreciate that deemed rates aren’t sustainable. So expect us to provide you with a fixed term offer within 2 working days.

What is the Energy Management Platform (EMP)?

The EMP is our online account management solution. From here you can view your bills, submit meter readings, access customisable reports and much more. Your account manager is trained to deal with any query relating to the system, and can help you if you meet a problem

How do I access the system?

Each new customer will receive 1 login within 1 week of the supply going live. If additional access is needed, contact your account manager with your requirements. There are no limits on the number of users/ level of access available.

What do I do if I’ve forgotten my password?

Please follow the link here reset your password. Alternatively, contact support@uttily.com

What are deemed rates?

Deemed rates are out of contract rates. These rates apply in the following circumstances:

  • Your fixed term contract has expired and you have not renewed/ are yet to transfer to your new supplier.
  • You have just moved into a business property.
I need a new connection/ a meter exchange

Are you completing site works and need a new supply? Contact newconnections@uttily.com to book an appointment.

We can connect new supplies and upgrade existing ones. We will contact you as soon as next generation smart devices are available.

My broadband is going slowly, what can I do?

The first port of call is to reboot the router.

If this doesn’t work, please action a speed test, we recommend www.speedtest.net

I keep losing broadband connection, what can I do?
  • Reboot the router.
  • Check that everything is plugged in and turned on with no loose cables.
  • Check your extensions (sockets & leads).
  • If unsuccessful, try another router.
I have no dial tone, what do I do?
  • Is the phone cordless? Check that it is fully charged.
  • Check that all of the phones are on the hook and that all cords are plugged in.
  • Does the problem affect only one phone? If yes, it would appear that the fault is with the phone itself.
I’m moving out of my business premises, what do I do?

Contact us in good time. The timescales around ending contracts can vary depending on the complexity of your product, but we will require at least 21 days’ notice to ensure the process is managed seamlessly.

What is a Letter of Authority (LOA)?

A Letter of Authority is a signed letter giving us permission and access to obtain data from your supplier. Due to Data Protection laws (GDPR), without an LOA your current supplier will not be able to provide us with the necessary information to switch your account.

We recommend that you do not sign a LOA that:
Is ‘exclusive’ – Competition is a necessity in this industry, key to ensuring that you get the best deal.
Allows a broker to ’enter into contracts on your behalf’. This is unethical and can put you in a poor position.
Uttily will never sign any contracts on your behalf.

Why do you need to know my contract end date?

We need this information for two reasons:
Picking up the supply as soon as your current contract ends prevents you from going onto deemed rates.
Due to the volatile nature of the market, forward quoting usually includes a large amount of risk premium. We recommend that you receive quotes 120 days prior to your expiry date in order to secure the most competitive rate.