Eversmart Energy customers: Your questions on new supplier Utilita

Publication date
10th September 2019
Information types
Policy areas

We have appointed Utilita to take on the customers of Eversmart Energy after it ceased trading.  

This appointment will take effect on Wednesday 11 September 2019, following an appointment process Ofgem has run to get the best deal for customers. 

This guide will answer some of your questions on what happens now.

Your supply

When will I be switched from Eversmart Energy to Utilita?

Eversmart Energy customers will be transferred to a new contract with Utilita from Wednesday 11 September 2019. Utilita will then contact all customers to explain what happens next.

If you haven't heard from them within a few days, please get in contact using the details below.

Your contract

Will I be on a different contract with Utilita? Will I pay more?

You will be transferred onto Utilita’s current prices and the terms and conditions that apply to their existing customers

You can shop around if you want to. You won’t be charged any exit fees.

For clear advice on how to shop, see our guide: How to switch and shop for a better deal.

Switching supplier

I don’t want a contract with Utilita. Can I switch?

Our advice is not to switch immediately, but wait until Utilita has been in touch with you. They will contact you with personalised information about your tariff.

Your account will be fully set up with them in the coming weeks. Utilita will contact you at this point to confirm once this has happened.

If customers wish to change their tariff or switch supplier, they should ask to be switched to another Utilita tariff, or shop around. You won’t be charged any exit fees. Waiting for them to contact you will be the smoothest way to have any credit balances you had with Eversmart Energy honoured by Utilita.

For clear advice on how to shop, see our guide: How to switch and shop for a better deal.

Accounts in debt or credit

I’m in credit with Eversmart Energy. Will I get my money back?

Utilita will honour domestic and non domestic customers’ credit balances for both current and past customers of Eversmart Energy who are owed money. 

Utilita will review details of any debt or credit on your account. Wait for them to contact you with relevant instructions. They will also be able to answer any questions you may have on debt or credit on your account. The review process may take a several weeks as Utilita needs to receive and review records from Eversmart Energy. When calculating your credit balance, they will deduct any unbilled charges for your supply by Eversmart Energy. These are calculated by Eversmart Energy’s administrators.

I’ve left Eversmart Energy but I owe them money. Will I need to pay it back to Utilita?

If you have switched and owed Eversmart Energy money, including if you were paying this money back, its administrators or Utilita will be in contact with you to discuss repayment arrangements.

I’ve left Eversmart Energy, but have a credit balance.  Will Utilita pay me this money?

Utilita will honour credit balances for both current and past domestic and non-domestic customers of Eversmart Energy who are owed money.

Utilita will review details of any debt or credit on your account. Wait for them to contact you with relevant instructions. They will also be able to answer any questions you may have on credit on your account. The review process can take some time, as Utilita needs to get and review your records from Eversmart Energy. When calculating your credit balance, Utilita will deduct any unbilled charges for your supply by Eversmart Energy. These are calculated by Eversmart Energy’s administrators.

Payments through direct debit

Should I cancel my direct debit?

Utilita will be picking up existing direct debits. If there are any issues, they will be in contact with you soon to advise you on this.

I’ve already cancelled my direct debit. Should I do anything?

You don't need to worry if you’ve already cancelled your direct debit. Utilita will be in touch with you to set up a new customer account and direct debit. They will also be able to tell you what will happen with any credit balance you may have with Eversmart Energy.”

Prepayment meter customers

What will happen to my prepayment meter?

Customers with prepayment tariffs can continue to top up their meters as they had done previously with Eversmart Energy. They will be contacted by Utilita who will provide a new prepayment card. 

If you have a smart prepayment meter, you will also be able to top up as normal and your meter will continue to operate as a smart meter. 

Complaints and contacts

Will Utilita take on my unresolved complaint to Eversmart Energy?

Utilita is not required to take on any unresolved complaints relating to Eversmart Energy.

However, if you believe your complaint is still ongoing, once Utilita contact you, please discuss with them how the issue can be resolved.

If your complaint was open with the Ombudsman, they will be in contact with you in due course to discuss next steps.

Enquiries

Utilita will contact Eversmart Energy’s customers with more information about their contract, tariff and any credit owed to you. If your question isn't answered here, you should contact the Utilita customer contact team.

www.utilita.co.uk/supply-transfer or call 01962 679 098.

Eversmart Energy’s administrators

We will publish contact details here when these are available.

Further help and advice

If your question isn’t answered here and you have concerns about your energy supply, problems or complaints, you should contact the Citizens Advice consumer helpline in the first instance for guidance and support.

Ofgem's role

You can read more about our powers to protect consumers when suppliers go out of business in our guidance: Supplier of Last Resort process.