Utility Warehouse is an independent energy supplier which also provides other utilities, including mobile, and home phone and broadband packages. Bundles are available so that you can get all your utilities under one supplier. However, if you are not happy with Utility Warehouse services, you might want to switch to a different provider instead. Follow the steps in this guide to cancel Utility Warehouse services conveniently.
Cancel by Telephone
1) To cancel Utility Warehouse services over the phone, call 0333 777 0 777 between 9am and 5.30pm. The customer services helpline closes at 4.30pm on Saturdays and is unavailable on Sundays. When you phone them, press 3 at first and it will then ask you to enter your membership number. If you don’t have it at that moment, press the hash key instead (#) and the automated service will provide a list of numbered options.
2) This is where you can press the number relating to the service you want to cancel. This would be 2 for insurance, 4 for gas and electricity, 5 for home phone, 6 for broadband, or 7 for mobile phone. If you have bundled services or want to cancel more than one of these, press 8 for “anything else” instead and it will transfer you into the queue to speak to a Utility Warehouse adviser. It will even tell you the holding time.
3) Once you are speaking to a person from Utility Warehouse, explain that you want to cancel your services and why. You will need to provide your personal details to verify your identity as the account-holder and so that they can locate your account details. The adviser will be able to tell you how much it will cost to end your contract if you are leaving before the term ends. Utility Warehouse will usually charge a cancellation fee for exiting early and any outstanding service costs. This could end up being very expensive if you have several months left on the contract. You will also need to give them one month’s notice before they will stop providing services and billing you for them. If you are switching providers, they might not allow you to leave if you have a high amount of outstanding debt. You will have to pay this off then pay exit charges.
Utility Warehouse has a “Clubhouse” website for existing members. This is where you can sign in to view your account details and bills, submit meter readings, check usage, and top up Cashback Cards. If you do not have a Clubhouse account already, then you will need your membership number, payment details, and date of birth to register. After this, you’ll only need your membership number and password for signing in.
Go to the Utility Warehouse Clubhouse website and click on the yellow Log in button at the top right. This will cause a box to drop down where you must enter your membership number and password in order to log in. Remember to untick the “Remember me” box unless you use a secure, private, personal computer.
Once you sign in, you can look around your Utility Warehouse account to check the details of your tariffs for each service. It is important that you check the terms and conditions for each service carefully. These will state how Utility Warehouse calculates your final bill if you decide to terminate the contract. Even if you are cancelling within the 14-day cooling-off period after signing up, they will still charge you for any installation costs or use of services until you cancel. You cannot simply cease payments or cancel a Direct Debit, because they will just add a £6 administration fee for late payments on top of all the other charges. They will also ask you to return any equipment, such as routers, or they will charge you for them as well.
Cancel by Post
A slower method of cancelling Utility Warehouse services is to send a notification letter by post. You must send it with enough time to arrive and be processed, as your one month notice period will only begin from the date that they receive it. Just in case it goes missing and they push your cancellation back, you should pay for recorded delivery. You can then check the tracking to make sure they received it and when. You can refer to this if you need to challenge Utility Warehouse about cancelling your services with them. To cancel by post, print and fill out this cancellation form. Or simply use it as a template and handwrite your own if you are unable to print it off. Then post the cancellation form to the up-to-date Utility Warehouse address.
508 Edgware Road