Utility Warehouse: how to leave, exit fees, price rises, moving house and contact

Utility Warehouse, usually shortened to UW, sells gas and electricity alongside broadband, mobile and insurance, and prices its energy around the number of services you bundle. The supply company is Utility Warehouse Limited (company number 04594421), based at Network HQ, 508 Edgware Road, The Hyde, London NW9 5AB, part of the Telecom Plus PLC group. The energy rules sit in two places: the general Residential Products and Services terms (version 25, dated 24 September 2026) and a short set of additional terms for each fixed or tracker tariff.

How to leave Utility Warehouse

On a fixed tariff you do not have to give UW any notice. Clause 15 of the Fixed Start 97 terms says you are “not required to give us notice if you wish to terminate this Agreement and change your Energy supplier”. You sign up with the new supplier, who tells UW, and the supply moves within five working days under Ofgem’s switching rules. UW can object only if there is an overdue amount on your account that is not in dispute (clause 9.6.3 of the general terms).

Take a meter reading on the switch date. If you do not, UW bills on an estimate and may hold back any credit until it receives an actual reading. The final bill should arrive within six weeks of the switch completing.

If you signed up within the last 14 days you are in the cooling-off period (clause 4.12). Cancel by calling 0333 777 0777 or writing to Customer Services at the Edgware Road address, and keep a copy.

Notice period and fixed tariffs

The general terms (clause 9.6.2) let you end a variable-rate agreement with 28 days’ notice in writing. For fixed and tracker tariffs the tariff terms take over: no notice, but possibly an exit fee. On Fixed Start 97 the fee is £75 for each fuel you switch before the end date (clause 16); the same £75 per fuel applies if you move to a different UW tariff early (clause 10). Older versions have their own PDFs, so check the version named on your contract confirmation.

Ofgem’s rules since October 2013 require suppliers to tell you between 42 and 49 days before a fixed term ends and ban exit fees from that notice until the end date. UW builds this in: Fixed Start 97 runs to 30 September 2027 and the fee is waived for switches started after 12 August 2027. UW emails or writes around a month before the end. You are under no obligation to accept a renewal (clause 9); if you do nothing you move to UW’s cheapest available standard variable tariff. Clause 18 gives you a further 20 working days after the end date to switch away while still paying the old fixed price. The guide to a fixed energy tariff ending explains the 49-day window.

Price rises: your rights

Fixed Start 97 prices “will not change for the duration of the Fixed Price Period”, with one exception for charges imposed by government or a regulator, such as a VAT change (clause 21).

On a variable tariff clause 9.7.2 obliges UW to notify you in advance of any increase or disadvantageous change, stating what changes, when, why, its effect and where to find impartial switching advice. Ofgem’s licence condition has required at least 30 days’ notice of a price rise since 2011. Under clause 9.7.3 the change does not go ahead for you if, no later than 20 working days after it is due to take effect, another supplier tells UW it is taking over, or you agree a new deal with UW. If you owe money UW may object until you pay, which you can do within 30 working days.

Moving home

Tell UW at least two working days before you leave (clause 9.6.1). Otherwise you stay liable for energy at the old address until a new occupier signs up or until the end of the second working day after you finally notify UW. Give a forwarding address; clause 4.5.20 keeps you liable for charges if you move without one.

A fixed tariff can travel with you. Clause 20 of Fixed Start 97 says that, at UW’s sole discretion and subject to availability, you may keep the tariff for the rest of the fixed period at the new home, although regional prices may differ, and no exit fee is charged in that case. If UW cannot continue the tariff and you leave, the standard exit fee rule applies, so ask before you decide. Our guide on moving house and your energy supplier covers the readings to take on the day.

Contact and complaints

Customer services: 0333 777 0777, the UW app and the help centre at help.uw.co.uk. Post goes to Customer Services, Utility Warehouse, Network HQ, 508 Edgware Road, The Hyde, London NW9 5AB.

Complaints start with the same team. If you are unhappy with the first answer, write to the Customer Escalations Team at the same address. If the complaint is not resolved within eight weeks, UW must write to tell you that you can refer it to the Energy Ombudsman (0330 440 1624, energyombudsman.org); a deadlock letter opens the same door earlier. The Ombudsman is free, you have 12 months from the deadlock letter, and clause 4.10.3 confirms its decision is binding on UW. Citizens Advice gives free, independent help at any stage on 0808 223 1133.

What to check before you switch

Find the end date and version number of your tariff on the contract confirmation or your latest bill; the version tells you which PDF applies. Count back 49 days to find your free exit window. Check how leaving energy affects the bundle discount on your other UW services. Your annual kWh figure is on the bill, explained in our bill guide.

Then compare current deals in the UK energy comparison, follow the steps in how to switch energy supplier, and let the contract end reminder email you before the 49-day window opens.