Utility Warehouse

We never actively signed up to Utility Warehouse. My elderly parents were approached and had a meeting arranged to review their utility packages. They were then contacted again for a follow-up meeting, at which point they asked me to attend. When I arrived, I was surprised to find three salespeople sitting with my parents. Had they been alone, this would have easily felt intimidating and uncomfortable.

I've worked in sales before, and I could immediately recognize the high-pressure tactics being used. They used fast-talking, rushed calculations, and presented bundled savings in a way that created the illusion of good value. I'm writing this review not to say the company can't help some people save, but to highlight how poorly this process was handled—especially for elderly or vulnerable customers.

The business model - Utility Warehouse operates on a bundling model. Their approach to keeping costs low includes:

Low marketing spend by relying on person-to-person sales and referrals

Incentives for customers to become partners and sell the service themselves

A system of cashback cards, SIM-only deals, and combined packages to create perceived savings

This might work for people who are currently overpaying for services or entering new contracts, but it wasn't right for us.

Why it wasn't right for us My parents:

Were not in contracts for gas or electricity

Had less than 6 months left on a broadband contract

Were paying around £20 per month for broadband

The salespeople pushed for:

An 18-month broadband contract with 6 months free and then £40 per month (double what we were paying)

A 12-month fixed deal for gas and electricity, with rates that were similar or higher than our current deal

SIM-only mobile plans and cashback cards

Signing up as a 'partner' to sell Utility Warehouse to others

When I asked about exit terms and cancellations:

They confirmed there are exit fees

They also stated that if you cancel any part of the bundle, they reclaim the money they gave you to buy you out of old contracts

The so-called unlimited mobile plans have fair usage limits, which they didn't mention unless directly asked

These critical details were glossed over. They presented a lot of fast, enthusiastic maths to give the impression of savings, which would be very easy for an elderly person to get swept up in and not fully understand.

Our main concern sales tactics

The real issue isn't whether Utility Warehouse can save someone money. It's the way they sell:

Overly pushy and aggressive

Lacking transparency around key details and terms

Inappropriate approach for elderly or vulnerable customers

Confusing and high-pressure presentation style

If I hadn't been there to ask direct questions about exit fees, contract terms, and support processes, my parents could have easily signed up without understanding the commitments involved.

Final thoughts:

I'm not saying Utility Warehouse can't offer savings for some people. But it only suits those who are spending a lot on their services, or who are just starting new contracts. It does not suit cautious customers, those already on good rates, or elderly individuals who may struggle with fast, numbers-heavy presentations.

Having three salespeople in the room with two elderly people felt inappropriate and overwhelming. There was a clear lack of openness about key facts, and the entire process left us feeling uneasy and pressured. Transparency and fairness should be the minimum standard for companies dealing with customers—and unfortunately, Utility Warehouse did not meet that standard in our experience.