It seems as if the vast majority of people have the same experience with First Utility. I can not stress enough that you should not use them. We had to use them when we moved in to a new build flat in March 2011, and I can honestly say that since then we have to phone them about twice a month, which costs money every time as they do not have a freephone number and the minimum time on hold every call is about 15minutes. NOTHING which they have done since they started supplying us has been correct. And do not fall in to the trap of thinking that because you have spoken to someone on the phone and agreed something that this will be acted on or recorded in any way. And do not worry about emailing - they will not reply. I can not begin to list all of the issues we have had as there has been so many - it has caused endless stress over the last 18 months. There's always little problems with energy suppliers but this has been nothing but constant problems since we have been using them. You have been warned.