First Utility

Contact First Utility on the number to the left if you are a new or existing customer on an energy or broadband tariff. First Utility has now rebranded itself and is now known as Shell Energy.

First Utility Contact Numbers

Contact First Utility by phoning the helplines here, these numbers are closed on Sundays.

First Utility Customer Services

Contact First Utility on the number to the left to speak to their customer services team. Learn about the tariffs available and find out which is best for you. Some offer more flexibility, savings, or additional rewards. If you are already a customer, you can call for advice on saving energy and enquire about discounts. Ask for advice on what to do in an emergency, or sign up to the Priority Services Register if you are a vulnerable customer in need of extra help. Contact First Utility for help with using your online account or the mobile app. Report any technical problems you might experience. You can also ask about Bizzby Home Services.

Energy Bills & Payments

Keeping in control of your energy usage and spending is important. Call the number to the left if you need help to understand your energy bills. There is a wide range of payment methods available for First Utility bills. You can make manual card payments online, but you will lose the Direct Debit discount. You can pay by cheque or at the bank or use a BACS transfer. They offer a fixed or variable Direct Debit option, and you can call to swap or to change your monthly payment date. Call if your bill is wrong or a payment hasn’t gone through, or if you are expecting a refund of credit. You should call for help if you are struggling to pay off your bills.

Energy Meters & Readings

Your bills will depend on readings from your meter. It is important to make sure they are accurate so that you don’t pay too much or too little. The way to take a reading depends on the type of meter, so call the number to the left for guidance. Call for help with submitting regular readings. If you submit an incorrect reading you should call to ask First Utility to delete it. Call if you want to exchange your meter between standard and prepayment. Find out if you can upgrade to a Smart Meter which will submit readings for you. Your bills and your tariff will change after Smart Meter installation, so call if you have any queries about this.

First Utility Broadband

As well as gas and electricity or dual fuel tariffs, First Utility also supplies broadband services. When you switch from another broadband provider, First Utility will set things up within 14 days. They will provide a wireless router as part of your broadband package, and line rental is included. Call the number to the left to get help with your broadband. The minimum contract period is 18 months, and prices depend on download speed. Call if you want to add a call package or upgrade to fibre for faster broadband. You can do this at any time without extra fees, though you will begin a new contract. Energy customers can get a discount.

Joining & Leaving First Utility

Call the number to the left if you are hoping to switch to First Utility, or you want to leave for another provider. Their Energy Switch Guarantee means that when you join, they will take care of everything for you and complete your switch within 21 days. You can change your mind again and cancel within 14 days. If you are currently on a fixed tariff, you can only cancel when the contract expires. Request cancellation if you don’t want to wait for renewal, but this could result in added termination fees. You will also have to pay off any outstanding bills before you can leave. Phone if you are moving home and want to transfer your tariff.

First Utility Complaints

Voice any concerns you have about First Utility by calling the number to the left. You can make a complaint if you are seriously unhappy with the services or treatment you have received. Please note that First Utility is not responsible for losses of supply. You must contact your distribution company in such cases. You can call to complain about electricity and gas bills, installing meters, and marketing. When you call, the member of staff will try to resolve your issue on the first contact. If this isn’t possible, they will investigate it as quickly as possible. They should keep in touch with you to discuss their progress until they arrive at a resolution.

First Utility Email

If you’d prefer to get in touch with First Utility on email you can send them to their customer service team at customer.service@shellenergy.co.uk. Energy customers should use that previous email.

If you’re emailing them about broadband, it’s best to send your email to broadband.support@shellenergy.co.uk.

Other Ways to Contact First Utility

First Utility has online teams ready to help from 8am to 6pm on weekdays. You can contact them through Facebook and also Twitter. Someone from the digital services team will reply to messages as soon as they can.

If you don’t mind waiting for a response, you could send a letter. Post it to customer services at First Utility Ltd, PO Box 6363, Coventry, CV3 9LR. Or escalate issues by writing directly to First Utility’s head office, which is also in Coventry. Their address is in the left sidebar.