First Utility FAQ

First Utility FAQFirst Utility was founded in 2008, and is one of the largest independent energy suppliers in the United Kingdom. It supplies electricity and gas to over 320,000 customers nationwide. The company is committed, by the use of smart meters, home automation, and mobile apps, to helping their customers reduce their energy usage, and subsequently their costs.

WHICH NUMBER DO I RING IF I HAVE A PROBLEM WITH MY FIRST UTILITY ACCOUNT?

If you have a problem or complaint with First Utility, and would like to talk to someone about it, then you can contact the customer services team at anytime between the hours of 8am and 8pm, from Monday to Friday, and between 9am and 1pm on a Saturday. You will need to have your account number to hand, to enable your details to be located as quickly as possible.

WHAT IF I’M NOT HAPPY WITH THE OUTCOME AFTER SPEAKING TO FIRST UTILITY’S CUSTOMER SERVICES?

If your complaint can’t be resolved by the Customer Services team, the next step is to call the Customer Case Resolution department. You can contact them between 9am and 5pm, from Monday to Friday. 

WHO DO I SPEAK TO IF I’M STRUGGLING TO PAY MY BILL?

There are a number of chose’s that can be discussed with the credit control team, to help you deal with paying your fuel bill. Some of the options available are:-

  • A short-term deferment of payment.
  • Paying in installments.
  • An installment plan for future invoices
  • Having a prepayment meter if both safe and practical.

I HAVE A VUNERABLE RELATIVE; DOES THIS QUALIFY THEM FOR ANY PRIORITY SERVICES?

There are free services available for vulnerable customers. If you want to find out if you, or a member of your household qualifies for these services, and what is available, then go to the First Utility website, or you can ring customer services for further information.

Some of the free services provided by First Utility include, the Bill Nominee Scheme, services for the hearing and/or visually impaired, for those with critical medical equipment in their home, advance notice if there will be an interruption to the electricity supply.