Poor communication and cost increases after initial quote. Finally didn't get paid for our work and now this company is in administration, and not the first times by same company director. Yet, my con... See more
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We were very grateful to Chris and his team for getting us out from under a really tricky situation. A retaining wall was falling down, and taking the three gas meters and the mains supply with it. Ch... See more
Company replied
After a few quotes from other companies, i decided to go with Gas Smart connections due to Chris knowing what he was talking about. After accepting the quote the gas installation was completed in... See more
Company replied
Payment Plan The service was incredibly efficient but I don't feel the payment plan is really what it says. I've always presumed it is a way you can spread the cost over three months, however, I... See more
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Company details
Written by the company
When it comes to utility connections, meter issues and arranging supply contracts, dealing with the big 6 utility companies can be a nightmare. Utility Smart Solutions is a one-stop shop for all of your energy needs. We provide a personal service that gives our customers one point of contact throughout the duration of their project, leaving you with more time for the important things in life. From new connections and upgrades right through to registering your supply and setting up your supply contract, we’re here to make sure that everything runs like a dream. Utility solutions are our bread and butter, so our expertise and knowledge ensure there are minimal delays, and that headaches are primarily resolved by us and not the customer. We only use highly rated GIRS registered engineers who are not only required to be professional and amazing at their job but also friendly and personable like us! We challenge our customers to find other utility solution providers who can offer such a clear and simple service and have the same dedication to customer service that we have. Our promise states that the customer is king and we truly believe that. By having one dedicated adviser throughout the whole process, we can keep an often complicated process simple and pain-free, freeing up our customers’ time to focus on the rest of their project. Make the SMART choice!
Contact info
Europa House, Barcroft Street, BL9 0NT, Bury, United Kingdom
- 08006893265 / 01612226364
- Info@utilitysmart.co.uk
- gassmartconnections.co.uk
4.3
Excellent
332 reviews
No recent history of asking for reviews
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Hasn’t replied to negative reviews
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Quick and easy
7 November 2022
Reply from Utility Smart Connections
Thanks for the review Naz, much appreciated.
on time delivery
4 November 2022
Reply from Utility Smart Connections
Thanks for your review. Glad all went well.
Reply from Utility Smart Connections
Thanks for the review Mark. Glad all went to plan.
Very pleased
T the job ran smoothly and the guys were fab. There's little or no evidence that they were here. The help from the office was crucial and I'm very pleased.
26 October 2022
Reply from Utility Smart Connections
Thanks for the review Jon! We are so glad that everything went so well and that you were happy with our service. Thanks again.
Would never recommend this company .My…
Would never recommend this company .My gas was installed efficiently after a long wait.
Customer is King?? Not where Chris of whom I believe to be a direct of the company is concerned. There was a total lack of communication with this company I had to constantly keep phoning and asking how much longer and please give me an update .Eventually spoke to Chris I was unfortunate enough to be put in touch with him .In my 74 years never have I dealt with anyone so rude.Not once did he apologise for the delay or lack of communication.
He just kept shouting at me and talking me down.Not good customer care .Communication is not a strong point with this company
Customer is King. Not with this company .One point of contact
Found my point of contact was always unavailable or out of the office..Please think twice before using this company.
I ignored the bad reviews as there were some good ones, thinking you will always get the odd complaint
The bad ones I can now relate to .They are not moaners or malicious.
As neither am I
13 October 2022
Unprompted review
Reply from Utility Smart Connections
Thanks for the review Julie. As you say, there will always be some people you just cannot please no matter how hard you try. The works were completed in good time and as you confirm within the review, in an efficient manner. Various people within the company attempted to appease you despite the fact that you became increasingly unreasonable. We do strongly believe that the customer is king and we will always act in the customers best interests but that does not mean that the customer is inherently right. It is sometimes necessary as experts within the utilities industry to correct a customer who has misunderstood something or is being confrontational and unreasonable. Unfortunately in your case this was taken rather badly. There is certainly no malice in us and this is why our reviews are overwhelmingly glowing. Again we thank you for your feedback and we are genuinely sorry that we do not seem to have seen eye to eye but we are glad that your connection was completed efficiently and that you are able to enjoy your new heating through the winter months.
Payment Plan
Payment Plan
The service was incredibly efficient but I don't feel the payment plan is really what it says.
I've always presumed it is a way you can spread the cost over three months, however, I found that the full payment needed to be made before a booking could be confirmed and you lose your spot without the full payment.
Other than that Gemma was incredibly helpful and the work was very clean and tidy :-)
6 September 2022
Reply from Utility Smart Connections
Hi Liz and thanks for your lovely review it is much appreciated. Just to clarify regarding the ‘spread the cost’ option. This allows a customer to spread the total cost over 3 payments staggered within the planning process which is generally between 4 and 12 weeks. If a customer is not in a rush they can make 3 payments over 3 months to pay the balance before the works go ahead. If however we are able to secure earlier work dates then the customer is always give the option of settling the balance earlier to secure those earlier dates. This is something that nobody else in the industry offers and you would be expected to pay 100% of the cost upfront everywhere else. We do apologise if you don’t feel as though this was explained clear enough but it is a unique option that we are proud to be able to offer. Thanks again for the review and we wish you well.
Great service Gemma was very helpful…
Great service Gemma was very helpful throughout the whole process
1 September 2022
Reply from Utility Smart Connections
Thanks for the review Lee and we are glad all went well.
Fantastic service
Fantastic service
Made the process very simple connection was carried out on time can’t recommend them enough
23 July 2022
Reply from Utility Smart Connections
Thanks for the review, much appreciated.
New gas connection
Our house had no gas connection so the road and garden were dug up enabling us to be connected to mains gas. The workmen came early and finished the job in 3 days. The garden looks like it hasn't been dug up.
22 June 2022
Unprompted review
Reply from Utility Smart Connections
Thanks for the lovely review Nicola, we are very proud of the service we offer.
Just recently had gas installed to my…
Just recently had gas installed to my house by utility smart and can not recommend them enough brilliant service from start to finish and dealing with gemma was a pleasure kept up to date with every thing can not recommend these enough brilliant service even better price outstanding service 10/10 thanks again
11 June 2022
Unprompted review
Reply from Utility Smart Connections
Thanks so much for the lovely review Ryan! Gemma will be happy to see your feedback. Thanks again and you know where we are if you need us for anything else.
Job carried out when they said it would…
Job carried out when they said it would be 👍🏼
23 April 2022
Unprompted review
Reply from Utility Smart Connections
Thanks for the review Matthew. Our teams are working hard to make sure that lead times are still met during these difficult times. It means a lot to everyone when someone takes the time to leave us a positive review. Thanks again.
Brilliant service from start to finish
Brilliant service from start to finish, excellent communication from initial enquiry to job completion, and overall the speed of delivering the service... Stephen and Gemma from utility smart both acted very professional and credit to them...
6 April 2022
great service from the start
great service from the start . good information , helpful and even emailed to see job was finished ok which it was . soo pleased
1 April 2022
Again very organised and easy install
Again very organised and easy install.
10/10 would recommend
19 February 2022
Reply from Utility Smart Connections
Thanks for the review Nataly, much appreciated.
I was a little concerned about having…
I was a little concerned about having to pay the money up front but the work was carried out on the day specified and to a high standard. Very pleased.
12 January 2022
Reply from Utility Smart Connections
Thanks for your review Martin, we are glad all went too plan and that you were happy with our service. Thanks again.
Staffordshire Training Services
Cannot fault our experience. I have now recommended to services to our Unit neighbour. We needed a new supply and meter. The prices were very competitive. All phases were brilliantly managed and communicated by our assigned project manager, Gemma.
10 December 2021
Unprompted review
Extremely poor and misleading service offered
This was a very poor service from start to finish. We decided to use Utility Smart as they provided a full service from finding a gas provider to arranging the fitting of the meter.
Some weeks after we had paid the first instalment, we were contacted and informed that they couldn't provide us with a gas company and it was now down to us to do the research and find a gas company that could install the gas meter and connect us to gas.
Furthermore, we were then informed (again after we had paid the first instalment) that our electric meter would have to be changed at the same time (again we did not want this to happen).
The final payment was due 2 weeks before the fit date. They informed us of the date that the gas would be connected (and the road would be closed) and we paid the bill. However, the following week (after we had paid in full and booked time off work), we were contacted and informed that actually it would likely be a month or so later. This was due to them failing to apply for the road closure correctly.
We are now connected to gas, but needless to say the service we received was far below what was expected, with poor communication throughout and misleading information before signing the contract and they have made no effort to contact us to follow up on the 'service' (which I use lightly) provided and the compensation that they offered us due to the poor service received.
I would definitely not recommend Utility Smart, but go elsewhere.
In response to UtilitySmarts response below ......
From day one, I informed Utility Smart that our road was very narrow and would need closing, this was not a new issue as they are implying!! Furthermore, if the engineer had come out to assess the access etc as we were informed they had, they would have seen for themselves that we live on a narrow road, which would indeed need a road closure.
Regarding the change of electric meter, we had a letter from them stating that we have to have a new electric meter - this was not an option for us to not have this new meter.
I could continue to dispute Utlity Smarts response, but I do not see the point, as with out people who have left poor reviews, they do not take on any responsibility for their poor service.
4 December 2021
Unprompted review
Reply from Utility Smart Connections
Hi Sarah, thanks for your review and we appreciate your feedback but we wanted to take the opportunity to highlight a couple of things which were left out of your review.
Firstly in response to your claim that the service you received was poor from start to finish, we really cannot accept that. Gemma who was your project manager worked tirelessly to make sure your works were completed within standard lead times and she managed to achieve this despite various issues which despite your claims were unforeseeable.
We submitted all requests for permits and permissions and our design exactly as required and we received permits and possible dates for early September which would have seen the works completed within standard lead times. At this point it was highlighted by yourself that due to the road being particularly narrow it might require a road closure and Gemma went away and double checked this with the network and the council in order to avoid issues down the line. The council and the network then altered their permit to require a road closure and new work dates in November were proposed. Gemma made it very clear to the council and network that this was not acceptable as they had missed this originally so neither ourselves or the customer should lose out as a result of their mistake. She then spent several weeks going back and forth with the parties and managed to negotiate an expedited road closure for the end of September. The result of this is that you had your works completed within standard lead times (12-14 weeks for a road closure). Therefore we must insist that Gemma's handling of the works was exemplary and she deserves to be thanked for her efforts.
Regarding the issues that you highlighted with the meter connection. Your quote was issued at the beginning of June and at that time we had a partnership with Utilita which allowed us to fit your meter straight after your works were completed. Between the time that you accepted the quote (end of June) and the works being scheduled, Utilita had closed down their new connections department along with most other suppliers due to the energy crisis which has struck the industry very unexpectedly. Rather than leave our customers high and dry, Utility Smart instead created a form with all meter details included which could then be passed to the supplier of the customers choice so we could coordinate the meter connection just as before. This was explained fully by Gemma as soon as this change was necessary. Again exceptional service from Utility Smart.
As far as your comment regarding the electricity meter is concerned, this is completely false. If you would have approached your current electricity supplier for a gas supply contract then you would not have needed to move your electricity supplier. Your electricity and gas supplies need to be with the same supplier due to how smart meters work (Electricity meter is dominant). This is nothing to do with Utility Smart and is just a flaw that smart meters currently have, so it is quite unfair to hold that against us!
We accept that the unexpected issues within the energy industry led to a slightly different process to what you expected but we have done our best to limit the damage of this for our customers. Based on the above, your works were completed within standard lead times for works with a road closure and your project manager fought for you when needed throughout the process. It is quite disappointing that you have decided to leave such a one sided and negative review.
Regardless, we are glad that your works are now complete and we wish you a merry Christmas.
Would recommend!
I found this firm to be knowledgable, courteous and well priced. And tenacious - which is important when it comes to dealing with local gas/electric suppliers! Would recommend without hesitation.
1 November 2021
Unprompted review
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