[TelecomTower]

Hi, we filled in your "Moving In" form on 3-May as we moved into a Utilita-supplied flat. We also managed to get some emailed top-up cards, and topped up as a 'guest' on your website.

On 5-May you emailed us asking for the full Tenancy Agreement to be sent (we'd only attached one page on the original form). We emailed scans back to Homemove@utilita.co.uk on the same day.

Nothing further happened. We re-emailed the TA on 15-May, then chased on 19-May (copying in the customerservices@utilita.co.uk email then) and again on 23-May. On 27-May we tried an email from a different "from" address (in case the original address was thought of as spam) and have also copied in customerrelations@utilita.co.uk. Today we tried customersalesteam@utilita.co.uk.

We have heard nothing. No replies. We have not received the top-up cards. It's not been possible to register to use the app.. The 'electric' figure on the smart meter display isn't working, so there is no way to know our electricity balance.

The 'live chat' is anything but, but after unsuccessfully trying for for 6 hours yesterday, we finally got through to a person to-day.

They said "You will need to call our Change Of Tenancy Department on 0345 206 8777 as the account reference that you have picks up an account with different details. You will need to first send an email to customersalesteam@utilita.co.uk with your tenancy agreement."

So another email which will go unanswered... I am now calling the number, after a baffling series of questions I am now listening to the most awful hold music for 30 minutes, which is surely deliberately chosen to make people give up waiting...

I'm wondering if you can advise whether this is normal for Utilita?

[WilliamB]

Hi @TelecomTower,

I'm sorry to hear you have had these issues trying to get through to us. As much as it is normal that sometimes we will require additional details on a tenancy agreement, after that it should have been a straight forward process. I whole-heartedly apologise for your e-mails not being responded to.

Also, we have been experiencing an unusually high number of customers trying to contact us this week after the bank holiday on Monday. Unfortunately, this has led to greatly increased wait times trying to get through to us over the following days. Can I ask, were you able to get through to an advisor while you were on the phone?

Thanks,
William

[TelecomTower]

Hi, after a looong wait on hold yesterday, I eventually got through to an (overseas?) call centre.

Unfortunately as it's my friend's name on the tenancy and not mine, the agent would not deal with me - but suggested I give her my friend's number for her to call. I quickly called my friend to warn her to expect an incoming call from Utilita, but in the short time that I was speaking to her, Utilita gave her two quick calls which she missed.

So now I am 'back to square one' and will have to 'phone the call centre again to-day, listen to that awful hold music for an hour or more, and repeat the whole process...

I am still unsure why any calls are necessary though - we filled in the form, sent the Tenancy Agreement (many times!), and it feels like that is all that should be needed to register my friend on to the account...?

[WilliamB]

Hi @TelecomTower,

It is correct that we would need to speak with the person who will be the account holder, this is due to GDPR laws. However, you are correct in saying that the change of tenancy form should be enough to create an account without calling. I apologise that this has not been the case on this occasion.

I have sent you a direct message with some further information. Again, I apologise for the bad experience.

Thanks,
William

[TelecomTower]

Hi, thanks for the direct message, have replied separately.

Just to keep this thread up to date - some progress has been made to-day - I eventually got through to the call centre (only about 35 minutes of excruciating hold music), arranged for them to call my friend, and this time she did pick up quickly enough.

She now has a new customer reference number, and is assured she'll be able to register with the app. in 24 hours.

The agent I spoke to was able to find my incoming emails - so they were being received. Just (probably) not read, and (definitely) not replied to...