First Utility are the Worst Utility

BaBa

We are suffering from issues similar to those posted by other unfortunate customers. Having had a smart meter installed, First Utility's billing mechanisms seemingly didn't pick this up and so never identified that the new meter was installed, even though I phoned them to advise of this as soon as it had become apparent.

The resultant is that we are unable, and have been for nearly 3 months now, to pay for the gas that we're using and the problem is exacerbated by the fact that the customer service assistants don't know when or how this might ever be resolved (nor seem to care really).

The most worrying part is that we already owe 3 months peak winter usage now through no fault of our own, in addition to both my wife and I being in a position where we may both lose our jobs in the near future, with two small children to house and feed.

Needless to say that I enormously regret subscribing to First Utility's service in the early days before any sort of customer feedback was available. Hopefully now this information is becoming known, others may be better informed and thus able to avoid making the same mistake.

aelitaman

http://www.first-utility.com/about-us/our-management-team

Here you go. I am surprised that these fools have the gaul to put there faces to this company and then break the trades discription act by saying this is management team. Surely non-management, have not got a clue or disfunctional management team is an accurate description.

Also what is off note is that if you read the profiles then they think that FU is a technology company. Says it all really, perhaps having a nice smart meter and billing system that does not work is the future but somehow I think not.

I would write to the CEO and cc the Non exec chairman as the chairman is nominally the CEO's boss.

Good luck.

aelitaman

http://www.first-utility.com/blog/17

The Financial director has a blog, I suggest all unhappy customers let him know what we think of his business by posting comments.

I have just posted on there. Lets see if they allow negative comments.

ironsides

I have very similar experiences with First Utility billing. I have had to raise a complaint with the Energy Ombudsman and confidently expect that this may not be well received by FU. But after more than a year of trying to sort the problems myself. I have decided to go ahead. I note that the ENergy Ombudsmand is going to do an investigation into them.

penny-counter-01

Hello people,

I can see the writing on the wall. I agreed to have my energy supplied by First Utility from Apr 10. I have been monitoring all the bills. I have an issue too.

First of all they increased the standing charges for supply of gas from 30 pence per day to 66 pence per day with effect from 01 September 10. When I queried them regarding the increase they are telling me that all consumers have agreed to the price hike. I was never even sent any notification about the standing charge increase.

Would anyone be able to tell me what are my options.

Can I switch to some other supplier?
How do I confront them about the increase in standing charges without any notification?
How is the agreement for increase of standing charges come to effect in terms of contract for supply?

Thanks in advance for your valuable time in replying to my queries

anniecave

penny-counter-01 wrote: »

Can I switch to some other supplier?

As long as you are not behind with paying them (eg you paid the last bill or are on fixed DD) then you can change to whoever you like. Just log onto the internet, pick a comparison site, and find a cheaper supplier, and request to switch.

penny-counter-01 wrote: »

How do I confront them about the increase in standing charges without any notification?
How is the agreement for increase of standing charges come to effect in terms of contract for supply?

You can write to them. Or email them. Or phone them. They will most likely say that they wrote to you. Or emailed you. By law, if they told you (eg sent an email, or sent you a letter) then even if you didn't receive it, then unfortunately they did what they should have done. If they can't confirm when the letter or email was sent then it would be worth complaining to them or the ombudsman.

Some suppliers say you have a right to reject changes to prices by switching immediately to another supplier as soon as you are notified (in which case they continue to bill you at old rates for the month or so until the transfer goes through) so if you have only just found out about the changes in rate then ask them if this is their policy.

Wholesale costs of gas and electric have gone up, so prices have gone up. All the suppliers I think have put their prices up over the winter. FU put theirs up before the winter, that's all.

Oh and if you are using a comparison site, always use annual kwh figures, not monthly DD amounts. Some cashback sites like quidco offer cashback for switching too, but be careful if you've previously used a comparison site to clear your cookies if you do this.

penny-counter-01

Thank you very much for your valuable advice Annie.

I am posting the reply that I received about the increase in standing charges

" As for the price rise, we sent out notifications to all our customers at the end of August relating to this change. Original notification was sent out in July to all other customers but as you joined in April we wanted to ensure that your 3 month price fix was honoured. Therefore once all customers who joined after April 2010 has their 3 month price fix elapse then an agreed date of the 1st September was established to raise prices due to the rise in energy transportation costs. These costs were also the reason that all major energy companies raised their prices just before winter. The actual changes were implemented industry wide in April but because we are a much smaller company compared to the ‘big 6’ then the changes affected us much quicker.


The notification can be resent to you if you wish, unfortunately, the rejection period has completed so therefore the prices will stay as they are and no changes will be made to your tariff."

I have replied to them(first utility), asking them to give a proof that first utility has sent me a email that the standing charges are going up with effect from 01 Sep 10. I am waiting for the reply.


The fact is that I don't have any email sent by them stating that there is going to be increase in price for the standing charges.


I did try comparing other price comparison websites. (I pay my bills by direct debit each month). I always use the annual Kwh figures to look for alternative suppliers each year. Interestingly, None of the price comparison sites are giving me quotes that are cheaper than what I have now. However, I believe that they are not giving me the true figures. I know for sure that my neighbour pays lesser than what I pay. In fact our households are similar and we tend to use almost similar kind of electricity and gas (may be the amount of energy used may vary plus or minus 5% each month).

As suggested by you, I need to clear the cookies from my computer (although I do it once a month) and then try finding a quote. May be I might use the public library computer to check for the quotes.

[FONT=&quot]I have also written to yahoo (I have an email account with them, which I use for getting all these kind for money matter stuff), to confirm to me if they have any emails stored in their server from first utility. Let me see what comes back.

I will keep you all informed as to what is happening. Thanks once again for your valuable time Annie.
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JonHatesFirstUtility

Well I thought Scottish Power would take some beating, but FU (quite ironic, that!) have done it hands down. First they make a complete mess of transferring my supply over, then no bills for 12 months, no reply to phone calls or e-mail, not able to log on to their web site and then they take £1100 out of my bank with no notice, despite an assurance that they are 'dedicated to providing the best possible service'. I've taken advice as above and posted on the CEO's blog so will wait and see if it provokes a response.
FU - F***ing Useless.
:mad::mad::mad::mad::mad::mad::mad::mad::mad::mad::mad:

pinklady49

I totally agree with comments on this company - appropriately named - FU - F*** You!
They messed up my recent switchover - which I have tried many times to resolve - but their telephone line has a waiting time of 30 minutes plus (not sure how long as I eventually gave up)
They NEVER respond to e-mails - apart from a standard one which basically states that they are TOO BUSY!
They also ignore even recorded delivery leters. I agree - this company should not be appearing on comparison sites. If anyone has a phone number (which they might pick up!) or an address I can write to I would be grateful to receive it.

redflash

I recently switched to First Utility because nPower service was pathetic but am wondering whether I will live to regret the change.

I tried to submit my first meter reading online and received the following message 'Sorry, there was an error submitting your read'

I telephoned to give the reading on 7 Oct 13 @ 09.39 hours and the phone was not answered for almost 39 minutes (yes 39 minutes on hold).

If you are thinking of switching to First Utility I strongly recommend that you think again before switching. If you need to contact them it is worse than any of the old nationalised state utility firms. First Utility make nPower look professional!