Dee´s profile

Reviews (1)


Long wait on the phone, but then they are the cheapest...

I switched to First Utility in February after hearing they were cheapest but I rang them to ask about my first bill because it was an estimate and I had to wait ages on the phone before I could speak to anyone. It was sorted out pretty quickly once I got through so will have to see how things go from now on.


14 June 2012

Reply from First Utility

Dear Dee,

I’m sorry your experience with First Utility fell short of what we strive to deliver. Since your call and others like it we have taken significant steps to improve our customer service, and I wanted to highlight exactly what we are doing to cut our call waiting times.

Firstly we’ve brought in a lot more staff at our UK call centre (with a particular focus on increasing the number of advisors available at peak times) and improved the training we provide to increase the chances of your query being sorted out first time.

Secondly, we’ve expanded our other channels so you can get in touch with us in other ways if you’d prefer – these include the introduction of live chat on our website, Twitter (@First_UtilityCS) or email (

Kind regards,

Steve McNeill
Head of Customer Experience, First Utility

Dee´s profile

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United Kingdom