Trystan Casey
If you're a Utilita customer and have lost your electricity supply, there are several steps you can take to restore power. First, check if there is a power cut in your area by contacting your local Distribution Network Operator. If there is no power cut, you can try to restore your supply by using the emergency credit available on your smart meter. You can check your available emergency credit on the home screen of the My Utilita app, which can be downloaded from the App Store or Google Play Store. If you've been a Utilita customer for over three years, you can take advantage of Friendly Credit Hours, which means you won't lose supply from 2 pm to 10 am and all day on Mondays. Additionally, you can apply for a POWER UP of up to £40 on electricity through the My Utilita app or by calling the emergency line at 03452 068 999.
| Characteristics | Values |
|---|---|
| How to check available Emergency Credit | Check your My Utilita home screen on the My Utilita app |
| How to access Friendly Credit hours | Smart meters automatically enter Friendly Credit mode every day from 2 pm until 10 am the next working day. You can also view Friendly Credit hours in the My Utilita app |
| How to apply for a POWER UP | Access from the Home or Payments screen in the My Utilita app |
| Emergency Line phone number | 03452 068 999 |
| Billing Team phone number | 0330 053 5669 |
| How to top up over the phone | 03452 068 333 |
| How to pay a bill | 03300 537 657 |
| What to do if you smell or suspect a gas leak | Open all doors and windows, turn off the gas supply using the gas shut-off valve and contact the National Grid on 0800 111 999 |
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What You'll Learn
- Utilita's emergency credit can be accessed via the My Utilita app
- Utilita's emergency line can be called if you've lost supply
- Utilita's online chat is the fastest way to get in touch
- Utilita's POWER UP offers up to £60 gas and £40 electricity credit
- Utilita's smart meters automatically enter Friendly Credit mode each day from 2pm-10am
Utilita's emergency credit can be accessed via the My Utilita app
Utilita's emergency credit service is available to customers who are facing financial difficulties and need a little extra help. This service can be accessed via the My Utilita app, which can be downloaded from the App Store or Google Play Store.
Once you have downloaded the app, you can view your available emergency credit on the home screen. Here, you will see your gas balance displayed in a blue box and your electricity balance displayed in a yellow box. If your balance reaches £0, you will receive a Low Credit Alert, and you can press the 'E-credit' option to start using your emergency credit. Alternatively, you can press 'OK' to clear the alert without using the emergency credit.
If you have been a Utilita customer for over three years, you can take advantage of Friendly Credit Hours, which means you will not lose supply from 2 pm to 10 am on weekdays and all day on Mondays. You can also apply for a POWER UP of up to £60 on gas and £40 on electricity when you have run out of credit. This can be accessed from the Home or Payments screen in the My Utilita app.
Utilita also offers a Savings feature, which allows you to set aside a small amount of money each time you top up. This can help you build up a reserve of credit for emergencies or periods of higher energy usage, such as during the colder months. You can access your savings and transfer funds to your energy balance at any time via the My Utilita app.
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Utilita's emergency line can be called if you've lost supply
If you have lost your electricity supply, Utilita offers several ways to get back on supply quickly.
Emergency Credit
You can check your available Emergency Credit on the home screen of your My Utilita app. Download the app from the App Store or Google Play Store. If you have a smart meter, you can activate your emergency credit from your main meter.
Friendly Credit Hours
During Friendly Credit Hours, your supply will not be cut off even if you have run out of credit. These hours are every day from 2 pm to 10 am and all day on Mondays if you have been a Utilita customer for over three years.
POWER UP
You can apply for a POWER UP of up to £60 on gas and £40 on electricity when you have run out of credit. You can pay it back as a percentage of your future top-ups.
Emergency Line
If you have lost supply, you can call the Utilita Emergency Line every day from 8 am to 10 pm on 03452 068 999. You can also call them Monday to Friday, 8 am to 8 pm, and Saturday, 8 am to 5 pm, on 03303 337 442.
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Utilita's online chat is the fastest way to get in touch
If you need to get emergency credit on your Utilita supply, the fastest way to get in touch is to use the Utilita online chat. This is available 24/7 and can be accessed via the Utilita website. To start the chat, click the "Chat to us" button in the lower right corner of the page. Then, select your question from the list or enter your comment. A virtual assistant will help you to find answers to your inquiries.
If you would prefer to call, there are several phone numbers you can use. Utilita has an emergency line that can be called every day from 8 am to 10 pm on 03452 068 999. You can also call the general customer service line on 0345 207 2000. However, be aware that the average hold time for this line is more than 30 minutes, and the longest wait times are on Mondays.
If you are a new customer, you may need to update your energy account and get it escalated to sort out your emergency credit. You can also check your available emergency credit on your home screen on the My Utilita app, which can be downloaded from the App Store or Google Play Store.
If you have a smart meter, you can also check your emergency credit on your in-home display. If you are supplied by Utilita for both electricity and gas, and you can only see one of these displayed on your home screen, you should contact the Utilita contact team.
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Utilita's POWER UP offers up to £60 gas and £40 electricity credit
If you are a Utilita customer and have run out of credit, you can apply for a POWER UP of up to £60 on gas and £40 on electricity. You can access POWER UP from the Home or Payments screen in the My Utilita app, which can be downloaded from the App Store or Google Play Store. Once you're in the app, go to the Payments section and select Transfer Credit or Transfer Credit from your Savings page. You can pay it back on your own terms as a percentage of your future top-ups.
You can also check your available Emergency Credit on the home screen of the My Utilita app. If you have a smart meter, you can activate your emergency credit there. Utilita's Friendly Credit hours mean that you won't lose supply from 2 pm to 10 am, even if you've run out of credit. If you've been a Utilita customer for over three years, Friendly Credit Hours also extend to all day Monday. You can view when you're in Friendly Credit Hours in the My Utilita app.
If you've lost supply, you can call the Utilita Emergency Line every day from 8 am to 10 pm on 0345 206 8999. You can also call them Monday to Friday, 8 am to 8 pm, and Saturday, 8 am to 5 pm, on 0330 3337 442. If you're moving home, call 0345 206 8777. You can also top up over the phone by calling 0345 206 333.
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Utilita's smart meters automatically enter Friendly Credit mode each day from 2pm-10am
Utilita's smart meters are designed to ensure that you never lose your energy supply at critical times. This is why they automatically enter Friendly Credit mode every day from 2 pm to 10 am the next working day. During weekends and bank holidays, Friendly Credit hours are extended, so you won't lose supply during these periods. If you have been a Utilita customer for over three years, Friendly Credit hours also apply all day on Mondays.
Friendly Credit hours provide a buffer period for you to top up your supply. During these hours, you will not lose supply even if your Emergency Credit runs out or has not been activated. You can check your available Emergency Credit on the home screen of your My Utilita app, which can be downloaded from the App Store or Google Play Store.
If you run out of credit and it is not during a Friendly Credit period, you will be asked if you would like to accept emergency credit. An alert will appear on your In-Home Display, and you can press E-Credit to accept. If your In-Home Display has not updated due to a lack of network, you can go to your meter and press the "B" button, followed by the number "7". This will apply emergency credit to your meters.
Additionally, if you have lost supply, you can call Utilita's Emergency Line daily from 8 am to 10 pm at 03452 068 999. You can also reach them Monday to Friday, 8 am to 8 pm, and on Saturdays, 8 am to 5 pm, at 03303 337 442.
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Frequently asked questions
If your gas and/or electricity balance is running low, your In-Home Display will send you an alert message on the screen, asking you to accept Emergency Credit. Press the display option 'E-credit' to start using your Emergency Credit. You can access up to £15 of Emergency Credit.
Go to your main meter and push any button on your main meter and then 'B' followed by '7' and then follow the instructions on the screen to activate emergency credit.
Call the Utilita Emergency Line on 03452 068 999 every day from 8am to 10pm.
