Review Insights · Google Play
Utility Warehouse
UW · 11,075 ratings · ★ 4.8
4.8
★★★★★
11,075 ratings
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Top complaints - extracted from 50 negative reviews
Recurring phrases mined from 1-2★ reviews. The bigger the percentage, the more users have the same problem. Fix the top 2-3 in your version and you have product-market fit on day one.
1
"company"
7 negative reviews mention this · 14% of all complaints
★★★★★ "worse wifi ever always loosing connection always getting a message that my camera gone offline due to wifi lost connection at least twice a day, never had this problem when I was with talktalk don't know why talktalk change me over to this …" - richard hutchinson
2
"meter"
7 negative reviews mention this · 14% of all complaints
★★★★★ "I need to submit a 5 digit meter reading and the app only allows 4 digits! So I have to call to make a meter reading. Can this be sorted out please?" - Gary James
3
"bank"
6 negative reviews mention this · 12% of all complaints
★★★★★ "Terrible since the update. Can't top up cashback card by instant bank transfer anymore because the page will never load up & the colours & look is horrible" - Kea Proudlock
4
"been"
6 negative reviews mention this · 12% of all complaints
★★★★★ "I've now realised apart from the way I've been caught up in this scam you're asking payments when there's not only remote, unknown administratio, only the fact EE are still orchestrating this "major swindle after the complaining of the broa…" - G
5
"transfer"
5 negative reviews mention this · 10% of all complaints
★★★★★ "Terrible since the update. Can't top up cashback card by instant bank transfer anymore because the page will never load up & the colours & look is horrible" - Kea Proudlock
6
"reading"
5 negative reviews mention this · 10% of all complaints
★★★★★ "the latest version does not take the gas reading" - Chemari
📋 All 50 negative reviews
Every 1-2★ review we fetched. Use the copy button to grab them all for your own analysis (paste into ChatGPT/Claude with a prompt like "summarize core user problems, group by theme, ignore bugs, focus on missing features").
worse wifi ever always loosing connection always getting a message that my camera gone offline due to wifi lost connection at least twice a day, never had this problem when I was with talktalk don't know why talktalk change me over to this company.
No option to contact UW for help in the app, and don't get to see your bill in the app before you pay it, isn't it a requirement to know what your paying for before you pay for it to ensure it's correct? Let me know below UW, I'll give you 8 weeks then lodge a complaint with ofgem about your dubious practices.
unable to do much
when i use it it asks me to rate it in playstore and then freezes.
Not keen on the new layout. Too blocky.
Terrible app, well needs improvement 👌😏👍
this company is robbing me even i already changed to British gas. i need to find a lawyer who can check why they are still charging me
I've now realised apart from the way I've been caught up in this scam you're asking payments when there's not only remote, unknown administratio, only the fact EE are still orchestrating this "major swindle after the complaining of the broadband, I then had my bank balance emptied because then found the fraud of "connected pods that's whoever the admin over NOW THIS SWINDLE, in the FACT EE IT STILL IS, only using this UW name, undeserving brand surely .. "EE - FRAUD BIGTIME" OWEING non exist
Won't download ...so I am unable to see or do anything concerning my UW account 😕
absoloute rubbish company .....
the latest version does not take the gas reading
WHY IS THE DARK MODE NO LONGER WORKING ON THE APP I CANT STAND THE BRIGHTNESS OF IT NOW? WHY CHANGE IT IT WAS FINE?!!
Internet consistently drops out in the evenings and they have no one operating the helpline at this time even though it is their busiest times so you sit on hold forever
no issues until updated to new look. won't open banking app and says need to complete onboarding on bank when trying to top up.. Hope you fix issues quickly
this is a scam broadband doesn't work needs closing down by regulator
rubbish, UW SAY THERE THIS AND THAT SORT UTILITY BILLS OUT, THEY DO NOT, I SPENT 3 DAYS CALLING THEM BEING PASSED ON TO OTHER OPERATORS WHO DID NOT WANT TO LISTEN, SO HOW DOS THAT HELP, IM FED UP OF CALLING THEM AND BEING PASSED AROUND ONCE I START TO GET TO THE RIGHT PEOPLE THINGS MIGHT CHANGE, SO FAR I WISH I HADN'T LISTENED TO THE CALL I HAD FROM THEM IN THE FIRST PLACE.
not good
Absolutely awful
this app is way behind my previous supply octopus. can't even see my daily usage and track the charts.
sort it out.
I don't want it on my phone, I want it on my iPad! How do I get it there? There appears to be no option!
worst service I've ever seen, after 1h waiting, they asked me to message them on WhatsApp because I can't speak on behalf of someone sitting next to me (after I gave them all the details) !!!!
impossible to get hold of customer services when have an issue
AVOID THIS COMPANY.... fraudulent they under charge you then charge the full debt in one hit, they claimed I owe money when the warm home discount went to my account just so they can claim it instead of giving it to me because I cleared my account having switched companies 2 months ago , they've removed their google reviews so having to post here instead , app is the only thing that works as it should in this company! staff don't have a clue make it up as they go and they don't follow laws
I run a business and need my phone to work it was totally unreliable abroad no data would not connect to a network half the time app is ok now 10th march 26 UW can't be bothered to help with this issue we have a lot of sim cards with them now changing supplier.
top up is not working right now
Bank Transfer broken
instant bank transfer not available and been unable to submit electric metre reading
only one star because I have to give a star. worst app I ever used. worst supplier I ever used. really bad customer services who convey, our way or the highway. agent was obviously reading a computer screen. got no response from complaining, just got a email stating my complaint has been dealt with but without actually dealing with it. DO NOT USE THIS SUPPLIER. THEY RIP YOU OFF. charged me for a sim card that I didn't want or need and told me to put it in the drawer and charged me.
Absolutely diabolical, I have been after a replacement gas meter since 2/12/25, trying to get in touch with CEO of the company they keep sending me around in circles, due to having faulty meter they fitted a temporary one, I have been in touch four times, it will be sorted out in four hours 🥱 next they gave me a date and be available, which I was but nobody came, I have tried time and again to no avail, today I received a text asking if we would like a new meter it seems that complaints accepte
Annoyingly persistent, and does not shut itself down.
rubbish i cant input my meter reading
Useless company useless app - constant login failure and the WhatsApp support never gets replies.
kWh prices dont include VAT unlike competitors. Bills difficult to read with no tarrif information label. Impossible to see what my kWh and daily standing charge including VAT is. App says they are using estimated readings - bill says they are actual readings from meter. Monthly payment is £150, but in December they only took £15 with no explanation why. January bill shows we are now £200 in debt. Impossible to see when broadband contract ends. Will be switching away when we are out of contract!
it's easier to use
pay and go payment section is back, still haven't applied topup balance availability tho
Nearly 2 months without Internet and I have to constantly chase them. I regret a lot not using OCTOPUS. Appalling really. Will change supplier soon.
When submitting meter readings for energy you still cant add more than 4 digits. This has been a problem for more than a year since i raised the fault. apart from that the app's good, pleasant to look at, and easy to navigate.
overcgarge you and are not transparent
like to speak to someone, I got a smart meter put in to stop being harassed over sending readings in and when I ring you I don't get much joy
Average. 1. Needs to support multiple the users on the same account, I should not have share a single login to other users. 2. Needs a method of viewing remaining data allowance on mobile phones. 3. It should not take until the next billing cycle to add / remove the spend or roaming restrictions on mobile numbers.
Terrible since the update. Can't top up cashback card by instant bank transfer anymore because the page will never load up & the colours & look is horrible
Update : was in the supermarket trying to put some money on my cashback card and it froze. So I came home, uninstalled the app and reinstalled it. Tried to use it but it flashed up "if you are happy with this app please take a moment to rate it on playstore. AND IT WON'T GO AWAY!
was upgraded without my consent and was transferred to utility warehouse and im paying more for less! go figure, having a smart home with heating, lighting etc i am reticent to get another deal as it would mean I have to spend days reconfiguring all my devices which is a pain.
Edit What's happened? this new App is clearly geared towards children. The graphics are awful. 🤷♂️ It works! It would be better if you could actually see your Energy account balance. ie I'm paying £150 per month direct debit and obviously my bills fluctuate...so how do I see my balance?
I need to submit a 5 digit meter reading and the app only allows 4 digits! So I have to call to make a meter reading. Can this be sorted out please?
unable to make contact to speak to any human.
automatic transfer not working for two days !!!
direct bank transfer is not working, having top-up payments issues since Monday 21-02-26
The app is fine. The company HOWEVER... Please never go with this company. They are either incompetent or liars, or both. I was stuck with them when moving in and they have caused ridiculous amounts of stress and are fairly expensive. I've been trying to upgrade my RTS meter for 3 months to avoid the switch off 06/03/26. This switch off could leave me with extremely high bills and/or no electricity in a no gas property. They also said they booked an appointment which never went on the system
Sentiment summary
100%
Positive (4-5★)
0%
Neutral (3★)
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Negative (1-2★)