Review Insights · Google Play
Utility Warehouse
UW · 11,008 ratings · ★ 4.8
4.8
★★★★★
11,008 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
"meter"
8 negative reviews mention this · 16% 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
2
"been"
7 negative reviews mention this · 14% 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
3
"working"
6 negative reviews mention this · 12% of all complaints
★★★★★ "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?!!" - Amanda Jebb
4
"bank"
5 negative reviews mention this · 10% 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
"rubbish"
5 negative reviews mention this · 10% of all complaints
★★★★★ "absoloute rubbish company ....." - Carole Emmerson
6
"company"
5 negative reviews mention this · 10% of all complaints
★★★★★ "absoloute rubbish company ....." - Carole Emmerson
7
"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").
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
The app's blocky style resembles Duplo or some other toy. Also, they sneakily changed the website so you can't top up without a fee, forcing people to go onto the app. Topping up is very difficult if you have to verify the purchase on another app, because when you go back to UW, it closes the transaction. This has to be rectified by trial and error.
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
not working
Rubbish app. Can no longer top up on it. so topping up is a pain. I'm looking at other suppliers now. Getting electric shouldn't be that hard considering how expensive it is.
Terrible app. I keep setting Budget Control on my mobile SIM but it keep showing as 'off' also when checking the Cashback balance it takes ages or just fails to load. I'm a UW partner but I still feel the app needs improvement. Another annoyance when topping up it sends the code to my wife's mobile even though my mobile number is stored
I cannot enter my FIT readings, it worked ok last month.
absolutely rubbish, smart meter stopped working after a week, says I have to order a new one through the app and won't let you
when i first joined UW , i had no problems & excellent service. since i bought a property in chinnor its been a total nightmare. my partner & i are on the at risk register. we have been trying to sort out an ongoigin invioce.with no success.
check the Bill you have sent me on email.
iam not happy received your bill I am on fixed tariff 70 pounds monthly
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
pointless app,it doesn't tell you if you're in credit or not.
I'd happily rate 5 stars when the app is developed further to allow us to track energy usage such as my daily, monthly and yearly usage on gas and electricity. I do however love the cashback tracking and top up feature. Just feel like the app is missing that key feature mentioned above
Sentiment summary
100%
Positive (4-5★)
0%
Neutral (3★)
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Negative (1-2★)