[rangerred]

Hi,

I am a new tenant and first time also to rent with bills not included in the rent.

My Utilita energy and gas are both pay as you go/prepayment. I haven't fully moved in yet because I still have to buy my furnitures and have to clean the flat. Before I cleaned the flat, I top up £5 for each. I turned on the heating but it didn't work. I checked the boiler and has messages about the no gas supply and about the ignition. I have spoken to the landlord about it and he went. But he also got confused cause there is enough credit and the gas lever is on. He restarted and unplug the boiler and also checked the meter couple of times. He also said it was working a week ago before the keys were handed to me. So, we tried to top up again with another £10. But still not working. So I just went home cause it was freezing cold. When I got home, the app says that I have a negative credit of £21 so I got confused cause we weren't able to use it. How come I am in debt? So I top up with another £30. Later at midnight, it went to total of £45 which I all topped up. I don't have a debt anymore. And it goes on and off like that. So I am confused. I hope someone could help me? 😭

[Maria1979k]

@rangerredcheck that the previous tenant did not leave debt on the meter. You need to call the customer service tram. Or call the free phone number for citizens advice tomorrow morning at 8am and explain to them and theyvwill help you. I moved into my new flat 2 weeks ago. The previous tenant had a huge debt on the meter and every time I topped up it took the money for her debt. I called citizens advice and they helped me.

[rangerred]

@Maria1979k Hi, thank you for your response. Utilita app is confusing. Sometimes it shows negative balance, then later all of my top ups will be there full! So I don't know what to do next. I can't get through the customer service. :(

[Maria1979k]

Call the free number tor citizens advice in the morning. They will help you.

[WilliamB]

Hi @rangerred,


As @Maria1979k has mentioned the issue could be that there is a debt from the previous tenant. You would need to speak to our COT team in order for this to be removed. I appreciate you weren't able to get through to them when you posted yesterday. Mondays are always quite busy on our phone lines, so wait times do tend to be higher.

If you are still unable to get through feel free to send me a direct message and I can look into this further for you.

Thanks,
William