UGP - United Gas & Power Avaliações 

Excellent transition to this new supplier, customer service great, questions responded to in prompt manner. Tariffs explained properly by Tom. I would happy recommend this company.

PLEASE – anyone remotely considering this firm as an Energy 'Supplier' should step right back from that decision, and give it far more thought.
[NB >>> I should add here that my ORIGINAL review had an objection from UGP, claiming that it was "harmful" or even "defamatory". I am merely trying to WARN potential customers what could happen to you. And the severe comparisons - NOT an accusation against their staff, of course not, JUST how THEY made ME feel, THEIR FAULT].

I am one of a few volunteers who try to run a Village Hall, classed as a small Charity, as many are. We HAD a contract (electric) with UGP from 2023 to autumn 2025, I have emails confirming the closing balance was paid, last October. Oh, and such contracts, for the Hall’s usage, are either ‘Small’ or even ‘Micro Business’.

So, I was amazed to find an email from UGP, late April, claiming over £3K due to “missing standing charges” – their error they said. This figure was reduced, to £758.93p, as they could only claim (“back-bill”) for a max of 12 months for a Micro-business. On complaining, and getting feedback from a Customer Advisor, then Complaints Manager (!) it became apparent that the a/c they were claiming for was a separate number from the a/c in our former contract. And the Complaints Mgr, after getting mention of Energy Ombudsman, and possible legal action, said that the amount had been reduced to ZERO (“goodwill”). I could mention here that the figure they were claiming included a £30, for a supposed ‘site visit’ to read the meter (April 1st 2025). That was entirely fictitious, I’d have needed to unlock the Hall, it just did NOT happen!

I’ve mentioned the meter, and that’s a key player in this sad tale! After more research, I vaguely remembered when we had a British Gas contract (but for electricity) that we used to get joke bills, “please pay ZERO, by such & such date”. I eventually tracked back to late 2020, found emails exchanged with B Gas ‘Support’, who confirmed that THE METER in question was a ‘phantom meter’, had been needed many years ago when the Hall had radiators and an ‘Economy 7’ deal, but no usage had been recorded for yonks, and that the offending meter had been, they said “de-energised”, and marked on the ‘industry record’ as “deactivated”.

SO, just HOW has that extremely dead meter, NO usage for at least 20 years, marked as totally deceased for all to see, miraculously COME BACK TO LIFE?! Had it been revived by some joker in UGP’s personnel, happy to try and rip off unsuspecting customers, could it have been a computer glitch perhaps, but if so, very odd that 5 or 6 previous suppliers hadn’t thought to apply standing charges?! Or, are UGP just a bunch of sharks, fraudsters, taking the wee-wee and if anyone makes a fuss, graciously say “oops, sorry, our mistake”, but if gullible old ladies round the country DO actually pay up, whoopee, more bonus and some extra funds for the staff Xmas party?!

I DO NOT KNOW (THEY do NOT want to discuss it!!), but I know how it looks. So YOU can judge – if anyone wants verification, I can supply the full trail of documents. That trail NOW includes a second “Pay up” notice, this time escalated with dire threats, vast penalty fees plus legal action and costs, with a related visit from someone to “cut us off”. . . . .so much for “reduced to zero, goodwill gesture”?!

I was going to start this review/warning with the old “don’t touch with a barge pole” reference, but these days, who knows about barge poles, canals are long out of favour! Instead, I’ll try a more modern term, let’s say that your pretty early teens daughter is taking part in a school or youth club gym display, or one of those cheerleader teams that have sprung up in the last few years, and you hear that Donald Trump or the ex-Prince Andrew has been invited as a judge. Yes, careful there. Or perhaps, that your local Council, that has issued dire warnings about impending bankruptcy, has decided on a last-ditch pie in the sky attempt to save themselves, they’ve invited Liz Truss for a lecture on macro-economics? If those UGP similes are lost on you, try something more basic, you’re out to lunch or dinner, and get shown a table with a defecation on the tablecloth. Think of UGP as being that desirable. Hope that helps. >>>
PS --and now (end May 2026), after I sent a further really critical complaint (!), I've had another reply that (once again!) the amount has been zeroised. Well, they said that before. And they DO NOT want to discuss the matter further, NO mention of paying the invoice I sent them for all my wasted time, NO mention of why they invented a wholly fictitious site visit to read a dead meter (!), and NO mention of how they actually managed to start this utter nonsense last month?! And NO APOLOGY!! [NB --- I have the full email & fraudulent attempted invoices evidence to back up my disgust]

Made life easy, would highly recommend.

I’ve had an excellent experience with UGP over the years. The staff are always friendly, professional, and genuinely helpful, and their rates have consistently been the most competitive I’ve found. I’m now going into my 7th year with them, which says everything about the level of service and trust they provide. Highly recommended.

Rafiq provided first class support, I would highly recommend Rafiq to any broker looking for a broker support manager that knows his industry back to front.

world class !

Ellie, an advisor within your Change of Tenancy team has been truly outstanding by immediately acknowledging receipt of my online requests, checking the details and then processing two COTs within minutes. We have received the final bills within 24hrs of the request being generated so thank you Ellie and well done UGP.

Great customer service.

Tim has been particularly helpful in providing transparent information about our options and rates, and working with us to obtain the best possible contract moving forwards.

Always remaining very polite, positive and proactive, pleasant to deal with.

Provided a great service, extremely helpful with my situation of trying to get out of a contract with another company after moving in to a new property, and everyone I talked to were very friendly, they would call back if call got cut off and always answered emails quickly, could not ask for more.

Ours was a fast and easy transfer with real people on customer service. Not chatbots or push buttons with multiple options, so a real change and real customer service. The online portal was clear and easy to log in to and the whole experience was a refreshing change with prices that beat other competitors. Keep it up UGP and the electricity will come over when we are out of contract!

Good service from your Team to make the change happen on time

Naimh has been so helpful today and got my query sorted!!

Excellent Customer Service, Niamh, is very efficient and helpful.

Running a busy business I appreciate when suppliers are quick, effective and efficient. United Gas and Power ticked all these boxes, absolutely no stress, everything on time with great communication throughout and a great price too. Thanks to the team, and well done

I had a really positive experience speaking with Tom Broughton. He was incredibly helpful, took the time to explain everything clearly, and made what felt quite confusing much easier to understand.

He was patient, knowledgeable, and genuinely went above and beyond to help. It’s rare to come across that level of service these days. Highly recommended. ⭐⭐⭐⭐⭐

Took two months to get new contract details from them standing charge went from 39p to £1.40 a day and because they took so long to get me a contract and I was out they have charged £4.50 a day standing charge and they don’t state the rates on website😡😡😡😡
A lot better deals out there with honest companies

Seamless transition and very easy to navigate their portal.

Latoya, a Customer Services Advisor has been amazing! Thank you Latoya

Tom and Sophie are both brilliant in getting us signed up to new contracts.

Very impressed with the customer service. Switching to UGP was quick and straightforward, which is unusual these days. Dylan Cawley and Sophie Walker were both a pleasure to deal with

Customer service not helping me to fix my contract and charge me with variable rate, they will only chase you for your bills but not doing anything. AVOID USING THEM!