Community Utilities

Most useless company ever, call centre agents don’t have a fkn clue wish I had choice cause I’d 1000% choose untied utilities

I never chose to sign up with this company but was forced to when my previous rental company (Quintain Living) outsourced their utility services to them. Despite moving out of the property more than six months, this company continues to send me utility bills for the months after I left. I have repeatedly informed them that I moved out, yet they ignore this information. Every time I reach out, I am contacted by a different agent (how many agents do they have?) who gives the same generic response: that they will “look into it and get back to me soon.” But they never do. Instead, I just receive yet another invoice the following month, forcing me to start the communication all over again. This company’s lack of organisation and accountability is appalling. I feel trapped in a cycle of unproductive communication, and they have made no real effort to resolve this issue. Avoid this company if you can.

Useless, awful company. I found out 2 years into my tenancy that my account was in credit balance - so I requested a refund for the extra balance. I was told they couldn't refund me, because they had been estimating (!!) my readings the entire time and hadn't bothered to tell me the actuator which was supposed to be sending the meter reads had been broken the whole time. I asked them to sort it out and for months we went back and forth, with them claiming they were unable to contact the management of my building, despite me providing a number of contact details and having management get in touch with them. They have been charging me almost £70 a month for the heating of a small apartment, despite me never turning the heating on and using hot water infrequently. My building has now switched to another supplier and I have no idea what state my bill is in, and whether I'll get the money back I overpaid. When I contacted Community Utilities about this, they just essentially said 'the other company will sort this out'. DO NOT RENT AN APARTMENT IF THE ONLY OPTION FOR A UTILITY PROVIDER IS COMMUNITY UTILITIES. AVOID AT ALL COSTS.

I have just had the best customer service by Saaliga, nothing was too much for her, she talked me through all my questions and explained everything thoroughly. Making my experience that much easier.

Well first of all you might want to change your statement in this box 'what went wrong this time' this suggest you have many complaints! I seem to have similar issues to others.....even though we sent readings for both heating and water, we continued to get estimated bills! We pay £56.00 pm and recently heard that they now wanted to charge us £298 pm .....this now being sorted out by the building manager, CU have ignored multiple emails, phone calls......is this honest enough for you! I haven't included dates as it has been over the last 8 months

The worst company ever .. You cant even complain to an ombudsman as they aren't in that category and can only complain through their complaints service.. Which explains alot! Not getting their tariff right for 3 yrs ..then giving residents a huge bill for their cock up .. taking extra money from your account when already agreeing on an amount, Estimated bills when it's all smart metres .. Customers stuck with this company because the landlords they rent from won't change suppliers All to happy to take your money in a flash but weeks to get a refund ! I feel sorry for the staff on the phone.. Disgusting

They still charge you the fee even if I moved out of the apartment for a few weeks. We have email communications in advance and received a reply confirming my final bill date. I cannot log into the system to cancel my subscription for the monthly direct debit due to the contract expiring when I moved out. If you choose to pay by card, they charge you an additional 5% surcharge monthly for not using direct debit.

Amir was great and extremely helpful!

Honestly never had an issue with this company in all the years I’ve used them. Their customer service has always been quick to respond and really helpful.

I didn't have an option to choose my utilities service providers, so unfortunately I have to deal with Community Utilities. They first registered me to a wrong address. Then there were incorrect bills. This month, they sent me several emails before the due date, claiming that I have an overdue. Funny. The CS team was helpful though.

Community Utilities is an absolute nightmare as a utilities billing provider. We can't even switch companies, but many residents share my frustration. Their billing cycle is entirely random and unreliable. This month, we got our bill 18 days in, and it’s rarely posted before the 5th. We constantly have to chase them for updates, and their communication is atrocious. The payment system is a disaster. We've had numerous issues, and they can't charge the correct amount based on usage. Instead, we're forced to pay upon receipt of invoice and are hit with an extra 5% charge for the privilege. Viewing live usage is impossible, a feature we’ve had in many other properties. Customer service is abysmal. Emails go unanswered for up to 5 working days, and when they do respond, it's often the same copy-and-pasted nonsense. We're not renewing our lease solely due to the appalling service from Community Utilities.

Good customer service from Saaliga

Saaliga was very helpful. She sorted out issues with my outstanding Payments swiftly.

Absolute joke of a company that seriously needs to be audited. I raised an issue with my bill over 10 days ago having been forced to use community utilities after my lease changed hands. From waiting around on false promises of contacting me (several times) to getting an email today summarising ways I can setup a direct debit and not addressing my issue at all, I’m disgusted with the service I’ve received. Absolutely ridiculous. My usage has been calculated on estimates plucked out of thin air reflecting 5 times my actual usage! They have the audacity to send payment reminders 10 days before my bill is due, for figures they just make up. Would not recommend.

Extremely kind and helpful team, Saaliga helped me sort out my payments seamlessly and was incredibly patient and an excellent communicator! She was very calm and organised through it all and answered any questions I had, as well as guided me through all my options with ease!

I had an amazing experience with Amir. Extremely professional and very considerate and helpful. I’m glad I got him to help with sorting out a payment plan for my account.

Recently, I had a pleasant experience thanks to Amir. Even though the issue is still ongoing, he was able to provide a viable solution. I also received an email confirmation that everything will be sorted.

Amir who works at CU was very helpful and keen to resolve our issue. The problem is still ongoing but he’s been in contact with us and trying to help. The three stars is given because the issue has been going on for the past year and it’s hectic to explain the situation over and over. I’m glad Amir is taking over to resolve the issue.

Amir is 5 stars, so helpful & solved my issue I have been trying to rectify for WEEKS. The 2 previous women I spoke to were no use and couldn’t help at all, one promised me a refund which was not processed but Amir helped and sorted this problem. Very efficient and sent me an email to confirm all he had done. Thank you!!

This company has been a constant let down throughout our tenancy (in Liverpool), and is continuing to cause us issues a month and a half after we’ve moved out and cancelled our account. Our initial utilities (water/heating) for a 2 bed flat was £70. A few months later our bill was raised to £90. Then it was raised to £160 which we understood with the energy crisis. Our account ended up being in credit by £200 (which you can’t withdraw via your account it has to be requested), but they then sent an email attempting to raise our bill to £289. I disputed this and they u-turned and kept our monthly payment the same. We reached the end of our tenancy with over £500 in credit, owed to us (which really shouldn’t have reached that point anyway). We informed them of our move out with a month’s notice. It is now 6 weeks later and not only have we not received our final bill (apparently they needed the meter serial number confirming??? Why???), but we have now been charged another £162, despite being in credit. The final straw is that I removed our bank account details from the online portal so that they could not attempt to take further funds over a week before this final amount was charged. I’m intrigued to know how they have managed to charge us when our account details were no longer available on the portal? Customer services are very good at placating you via email, but in reality do not tell you what the actual hold-ups/issues are, and have consistently refused to inform me when I can expect to be refunded and my account to be closed. They have some serious problems if they want to be seen as reliable. It took a week for Scottish power to produce our final electric bill - just as an example.