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.
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.
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.
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.
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?
are calculated by Our Power's administrators.
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.
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 customers who were due to receive a core group rebate from Our Power will continue to receive their payment from Utilita.
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.
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's dedicated helpline is 03300 583 392.