Contact us

We're always here to help but we may already have an answer for you. Why not take a look to see if our online help can answer your query.

If it's an emergency please click here.

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How can
we help?

Fill in the form to send us a message, or call our UK-based customer services team on 0333 777 0777. Alternatively, if you don't have a UW mobile or landline you can use our freephone number 0800 977 5777.

Normal opening hours

Customer services:
Monday - Friday: 8:30am - 5.30pm
Saturday: 9am - 4.30pm
Bank Holidays: 10am - 4pm

Technical support:
Monday - Friday: 8am - 7.45pm
Saturday: 9am - 4.30pm
Bank Holidays: 10am - 4pm

Partner Services
Monday - Friday: 9am - 5.30pm
Saturday 10am - 1pm
Bank Holidays: closed

Prepayment technical Issues:
For technical problems applying top-ups or other technical issues with your meter, during our opening hours please call 0333 003 5644.
Monday - Friday: 8.30am - 8pm
Saturday: 9am - 4.30pm
Bank Holidays: 10am - 4pm

For emergency prepayment issues outside our opening hours, please call 0333 220 0233.


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The best way for us to help with this query is over the phone, please call us on 0333 777 0777.

Other ways to get in touch

Our
customers

Call us on
0333 777 0777

From a UW mobile 
150

From overseas
+44 20 8955 5557

Hearing or speech impaired services

  • Dial 18001 in front of any of our numbers to use the Relay UK service

  • To contact us via SignVideo click here

 

UW for Business customers call us on 0344 815 0506

Thinking about switching to UW?

Call us on
0333 777 3212

Write to us

Utility Warehouse Ltd
508 Edgware Road 
The Hyde 
London
NW9 5AB

In an emergency

Electrical emergencies

If you have an electrical emergency, for example a power cut, please call 105.

This will connect you to the electrical network operator in your area. It’s available 24 hours a day, seven days a week, and it's free of charge.

Gas emergencies

If you smell gas, think you have a gas leak, or are worried about carbon monoxide, call 0800 111 999.

You'll be connected to the National Gas Emergency line. It’s open 24 hours a day, seven days a week and you won't be charged for any checks or repairs to your gas supply or meter. You can find more information on how to handle this safely here.

If you have a serious technical problem with your meter that’s affecting your supply, but isn’t an emergency like a power cut or gas leak: 

  • During our opening hours (see above), call us on 0333 777 0777.

  • Outside our opening hours, call our out-of-hours line on 0333 220 0233
     

For less urgent problems, you might find the solution on our help pages.

SignVideo
now available

We have partnered with SignVideo so the hearing impaired can now use sign language to contact our UW customer service teams. Click the links below to either use this free service or read more about how it works, including SignVideo opening hours.

signvideo logo vertical lockup rgb 2021

signvideo logo vertical lockup rgb 2021

Please only select this option if you need to use sign language to contact us.

Frequently asked questions

How do I give a meter reading?

If you don't have a smart meter, you can find out how to submit a meter reading here

What do I need to do if I’m moving home?

We know that moving can be stressfull. That's why we have a dedicated home movers team to help you out. Call today on 0333 777 0777. 

I'd like to change my mobile tariff

You can change your mobile tariff in your account – just click on the mobile icon and then select 'Upgrade Tariff'.

If you need any help with changing your tariff, just contact us and we'll be happy to help.

I have a problem with my mobile

Before reporting a fault on your mobile, we recommend that you carry out some checks. This may help resolve the problem without needing to contact us. Click here to see solutions to possible problems. If none of these work, give us a call and we'll be happy to help. 

I have a problem with my broadband

Before reporting a fault on your broadband, we recommend that you carry out some checks. This may help resolve the problem without needing to contact us. Click here to see solutions to possible problems. If none of these work, give us a call and we'll be happy to help.  

I have a problem with my home phone

Before reporting a fault on your broadband, we recommend that you carry out some checks. This may help resolve the problem without needing to contact us. This may help resolve the problem without needing to contact us. Click here to see solutions to possible problems. If none of these work, give us a call and we'll be happy to help.  

I can't afford to pay my bill

If you're struggling to keep up with your payments, the first thing you should do is contact us to let us know. We'll ask you a few questions and run through any options that may make things easier for you.

After you've spoken to us, there are also other organisations that you may wish to contact:

Citizens Advice and Advice Direct Scotland

Citizens Advice and Advice Direct Scotland are the official sources of free and independent energy advice and support.

If you live in England or Wales, go to citizensadvice.org.uk/energy or contact the Citizens Advice consumer service on 0808 223 1133. Calls are free.

If you live in Scotland, go to energyadvice.scot or contact Advice Direct Scotland on 0808 196 8660. Calls are free.

National Debt Line

Offers free advice, guides and tools on how to deal with debt.

Phone: 0808 808 4000 (Monday to Friday 9am to 8pm, Saturday 9:30am to 1pm)
Website: www.nationaldebtline.org

Money Advice Service

They offer free and impartial money advice, set up by the government. They cover areas such as - Debt & borrowing, Home & Mortgages, Budgeting & Saving, Work & Benefits, Retirement, Family, Cars & Travel, Insurance.

Phone: 0800 138 7777
Website: www.moneyadviceservice.org.uk


Charity Organisations 

StepChange Debt Charity

StepChange is the UK’s leading debt advice organisation. If you'd like independent, impartial advice on how you can manage your debts, the Step Change Debt Charity can help. You can contact them by:

Phone: 0800 138 1111 (Monday to Friday 8am to 8pm, Saturday 8am to 4pm)
Website: www.stepchange.org

British Gas Energy Trust

The Trust helps families and individuals experiencing hardship who are struggling with gas and electricity debts by awarding grants to clear those debts.

Phone: 0121 348 7797
Websitewww.britishgasenergytrust.org.uk

Age UK

They exist to help older people when they need it most. 

Phone: 0800 678 1602
Websitewww.ageuk.org.uk

Turn2us

Turn2us is a national charity helping people when times get tough. They provide financial support to help people get back on track.

Phone: 0808 802 2000
Websitewww.turn2us.org.uk

Christians against poverty

They offer help to people in debt and/or poverty through their services, which are all run through local churches.

Phone: 01274 760 720
Websitewww.capuk.org

Can we help with anything else?

Visit our help centre

The energy price cap will be increased on 1 January 2024

The government has announced that the energy price cap will be increased on 1 January 2024. You don’t need to do anything – we’ll contact impacted energy customers soon with details of how this will affect you.