Add your feedback on energy supplier Shell Energy (formerly First Utility)

craig_f

They replaced my Electricity meter with a smart one last August, but I still have a 'thick' Gas meter.
Even with a smart meter fitted I ALWAYS record both monthly readings - you can't rely on anything these days, especially a utility company.....

Angry_Astronomer

Unless you are prepared to wait on the phone for hours trying to sort out their billing mistakes the yes go ahead and buy your energy from First Utility. For the rest of the sane people around then AVOID THEM LIKE THE PLAGUE. I have had constant bill errors. No reply from customer services from their web site and waits on the phone 1 hour plus. I have complained to the Energy Ombudsman...what little good that will do!

Alex444

Energy Ombudsman is there to protect the suppliers.

b_fusion

For anyone considering First Utility, I would recommend that you avoid it like the plague. Yes, it's cheaper, but the hassle involved is simply not worth it.

My experience is from over a year ago, but by the looks of the forum thread, things have not improved so I thought it worth contributing.

Like everyone else, I was attracted to First Utility by the low rates and the idea of having a smart meter that allowed you to keep track of your usage. However, from the off, its service was appalling.

To cut a long story short, First Utility somehow managed to change the supply of the wrong house. Instead of our flat, they shifted the gas supply of a house several doors up the road from us.

For this pleasure, they charged us around £80 a month (for a one-bed flat), endless phone calls that often were not answered despite being on hold for half an hour and over, and several emails complaining at length about what was going on that I am still awaiting a response to other than an automated email.

In the end, we were only FU's customer for electricity for about a month, before swiftly returning to our old supplier (Southern Electric), who actually remained our gas supplier throughout the debacle.

Dealing with FU was nothing short of a waste of time. The only good thing they did was that one of their customer service employees on the phone (when we finally got through) told us about making an indemnity claim to the bank - very handy to know about and saved us a huge amount of hassle.

It simply means that we reclaimed through the bank all the direct debit charges FU had made to us for services it never provided. You will get the money back in your account within about 24 hours and it is up to the service provider to dispute this with the bank. It's very easy to do, you simply have to know what to ask the bank for! This meant we instantly got back all our money without having to try to do it through FU, which chances are would never have happened because it is so difficult to contact them.

Southern Electric might be more expensive, but I can't fault their customer service. Swift, friendly and efficient. A godsend after the farce of FU. Its acronym says everything about what it thinks of its customers!

delboysdad

Terrible company,my list is too long, just stay as far away as possible.

jayson043

So far, its all good. Just transferred supply to First Utility from Scottish Power, both gas and elec transferred on same day. Got variable DD created, rather than fixed and my gas and elec are still being supplied.

Jan_B

Avoid...avoid...avoid...!!

They charged me far too much each month and when they owed me several hundred pounds they refunded the wrong bank account but haven't done anything about it except send me letters demanding money. I'm having trouble getting through on the phone (on hold for over an hour each time) and when I do they say credit control will call me back but they never do. This has been going on for months now.

System

Just had to add this..

Just prior to recently switching from EDF I wanted to find out which of the smaller suppliers would charge extra for customers supplied by an Independent Gas Transporter. I sent an email on March 7th.

I have just had a reply from First Utility today! Only took them 39 days!:T Needless to say I have since switched supplier in a faster time frame than the reply to this email took.

wakeupalarm

teepee83 wrote: »

Just had to add this..

Just prior to recently switching from EDF I wanted to find out which of the smaller suppliers would charge extra for customers supplied by an Independent Gas Transporter. I sent an email on March 7th.

I have just had a reply from First Utility today! Only took them 39 days!:T Needless to say I have since switched supplier in a faster time frame than the reply to this email took.

If they provided an answer after 39 days perhaps you could share that answer so that we know if they charge extra for IGT or Not?

AVENUE

If you opt for fixed monthly direct debits with FU do you still have to send in Monthly meter readings?


If they try to increase the Monthly Direct Debit, is it easy to alter this back online or do you have to speak to customer service via phone to do this?




I'm getting a Uswitch projection which would save me £90 per year over my EDF Blue + Price Promise 2015, but have to admit the negative posts are putting me off!



Many Thanks - Avenue