Our Power customers: Your questions on new supplier Utilita Energy

Publication date
30th January 2019
Information types
Policy areas

We have appointed Utilita Energy Limited to take on the customers of Our Power, after they ceased trading. This appointment will take effect on Thursday 31 January 2019. This follows a competitive process we’ve run to get the best deal possible for Our Power customers. 

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

Your supply

When will I be switched from Our Power to Utilita?

All Our Power customers will be transferred to a new contract with Utilita on Thursday 31 January. 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?

They have put you onto their standard variable tariff rate and will now contact all ex Our Power customers to let them know personalised tariff information.  

You can shop around or ask them to put you on a different tariff. 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 email you at this point to confirm once this has happened, and from then on you'll have full access to your Utilita account. If you try to switch away from Utilita before they complete the transfer of your account, the switch may take longer to complete.

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 Our Power 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 Our Power. Will I get my money back?

Utilita will honour credit balances for both current and past customers of Our Power 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 few weeks as Utilita needs to receive and review records from Our Power. When calculating your credit balance, they will deduct any unbilled charges for your supply by Our Power.

These are calculated by Our Power’s administrators.

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

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

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

Utilita will honour credit balances for both current and past customers of Our Power 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 may take a few weeks as Utilita needs to get and review your records from Our Power. When calculating your credit balance, Utilita will deduct any unbilled charges for your supply by Our Power. These

are calculated by Our Power’s administrators.

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 Our Power. They will be contacted by Utilita. Until then If you have a smart prepayment meter, you should still be able to top-up at the following link: https://our-power.co.uk/pay-online 

If you have a traditional prepayment meter and are experiencing issues, please call the Utilita dedicated line here: 03300 583 392

Payments through direct debit

Should I cancel my direct debit?

No. We advise that you don’t cancel your direct debit before Utilita contacts you. 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. They will help you set up a new account and will be able to tell you what will happen with any credit balance you may have with Our Power.

Warm Home Discount

Core Group

If you received a letter from the Government stating you will receive the WHD rebate automatically then you will receive the discount by 31 March 2019. You do not need to take any further action.

Warm Home Discount customers who were due to receive a core group rebate from Our Power will continue to receive their payment from Utilita.

If you think you are in the Core Group but are not sure on your eligibility status or you received a letter from the Government asking you to contact them, you should call the Warm Home Discount helpline on 0800 731 0214 by 28 February 2019.

Complaints and contacts

Will Utilita take on my unresolved complaint to Our Power?

Utilita are not required to take on any unresolved complaints relating to Our Power.

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

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

Enquiries

Utilita will contact Our Power 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.

Utilita customer helpline:  

Utilita’s dedicated helpline is 03300 583 392.

Our Power administrators:

KPMG has been appointed as the administrator for Our Power. They can be contacted at: ukfmopesl@kpmg.co.uk

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.