1 22/01/16

2016 Customer Service Champion

Utility Warehouse is recognised as the top rated utility company in the UK by the Institute of Customer Service – the UK’s leading independent professional customer service organisation.

Only three of our

competitors made

the top 50!3 288 organisations in poll, over 39,000 customer responses

Customer Satisfaction Scores

#1 Amazon.co.uk 86.6%

#2 Utility Warehouse 86.4%

#3 First Direct 85.7%

#4 Specsavers 85.4%

#5 Waitrose 85.0%

#6 John Lewis 84.9%

#26 GiffGaff 82.1%

#32 Ovo Energy 81.7%

#46 Tesco Mobile 81.1%

2 01/11/16

An independent opinion

is the UK’s leading independent consumer organisation. This is what they say about our Home Phone & Broadband Service:

1 Utility Warehouse H H H H H H H H H H H H H H H H H H H H H H H H H H H H H H H H H H 85%

2 Zen Internet H H H H H H H H H H H H H H H H H H H H H H H H H H H H H H H H H 80%

3 John Lewis H H H H H H H H H H H H H H H H H H H H H H H H H H - H H H 78%

4 Plusnet H H H H H H H H H H H H H H H H H H H H H H H H H H H H H H H 74%

5 Tesco Broadband H H H H H H H H H H H H H H H H H H H H H H H H H - H H H H H 73%

6 Eclipse H H H H H H H H H H H H H H H H H H H H H H H H H H H H H 67%

7 Post Office H H H H H H H H H H H H H H H H H H H H H H 60%

8 Virgin Media H H H H H H H H H H H H H H H H H H H H H H H H 53%

9 Sky H H H H H H H H H H H H H H H H H H H H H H H H 50%

10 Talktalk H H H H H H H H H H H H H H H H H H H H H H 50%

11 EE Broadband H H H H H H H H H H H H H H H H H H H H H 49%

12 BT H H H H H H H H H H H H H H H H H H H H H H H 49%

Clarity of bills

Speed

Ease of setup

Reliability

Technical support

Customer service

Ease of contacting ISP

Value for money

Customer Score

3 01/11/16

A mobile supplier you can trust

SIM-only option - no minimum contract 3 ✗ ✗ ✗

Switch price plan at any time - for free 3 ✗ ✗ ✗

No in-contract price rises 3 3 ✗ ✗

Lower bill at end of handset contract - automatically 3 ✗ ✗ ✗

Never overspend - with Budget Control 3 ✗ ✗ ✗

Free Mobile Handset Protection with Gold Talk /Double Gold 3 ✗ ✗ ✗

Here's how Utility Warehouse compares with other providers:

WINNERBest Money Saving

Tips & Gadgets -Utilities

Utility Warehouse6

4 23/03/15

UK’s best value major Energy supplier

3 We guarantee to always let you know about our cheapest available tariff, and allow you to change if you want.

3 If you are not totally happy with the service and value we provide, you can switch to another supplier at any time.

3 When you switch your gas and electricity to us, we guarantee you will save money compared to the average of the cheapest variable tariffs available from the ‘Big 6’ suppliers.

Here is what had to say about the Utility Warehouse compared with the ‘Big 6’:

Utility Warehouse H H H H H H H H H H H H H H H H H H H H H 76%

SSE H H H H H H H H H H H H H H H 50%

EON H H H H H H H H H H H H H H H 50%

British Gas H H H H H H H H H H H H H 49%

EDF Energy H H H H H H H H H H H H H H 49%

Scottish Power H H H H H H H H H 41%

NPower H H H H H H 35%

Customer service

Value for money

Bills (accuracy

and clarity)

Complaints

Helping you to

save energy

Customer Score

5 01/11/16

Replacing the nation’s light bulbs for free

Members taking a Double Gold bundle can benefit from having all their existing light bulbs replaced free of charge with the very latest state-of-the-art energy efficient LED light bulbs.

FREE LED light bulbsWe’ll replace all the light bulbs in your home with the latest energy efficient LED bulbs, typically worth £300 - £500 including fitting. The bulbs are bright, light up instantly, and are fully dimmable.

FREE expert installationOur professional team of bulb fitters will install your new LED light bulbs, completely free of charge.

FREE lifetime guaranteeFor as long as you keep your services with us, you’ll never need to buy a light bulb again. If a bulb ever needs replacing, we’ll send you a new one in the post – free of charge.

Lower electricity billsLED bulbs use up to 15 times less electricity than traditional ones. This means a typical household will use around 15% less electricity – FOREVER!

Terms and conditions apply. See Utility Warehouse website for details.

6 20/06/16

Earn CashBack

3% CashBack Includes supermarket spend and fuel. Fuel discount requires minimum £50 supermarket spend in previous 14 days.

7% CashBack

6% CashBack

With the UK’s most generous CashBack card in-store and online at over 40 partners...

5% CashBack

7 01/06/14

CashBack card savings

TYPICAL MONTHLY HOUSEHOLD SPEND

Groceries £450

Petrol/Diesel £150

Clothes & Shoes £100

Health & Beauty £50

Household & Electrical goods £50

DIY & Garden £50

Restaurants & Hotels £100

Gifts for family & friends £50

Total £1,000

CashBack rates 3% - 7%

CashBack per month £30-£50

CashBack per year £360 - £600

Would £360 - £600 per year help you?

Here’s an example showing how much you could save, based on a typical monthly household spend:

There is a one-off application fee of £10 per card, which will be credited back to your CashBack card when you activate it within 14 days. There is a monthly fee of £1 per card and a top-up charge of 35p.

The CashBack is credited to your Utility Warehouse bill each month.

8 26/04/16

Online Shopping CashBack

Earn up to 10% CashBack!

Over 2,000 retailers to choose from!

9 01/06/14

findmethecheapest

You won’t find it cheaper anywhere else!

Our exclusive online search tool to find you the CHEAPEST prices

10 26/04/16

Extra Benefits

25% off Broadband – for life!3 25% off our standard Broadband for as long as

you remain a member.

3 The equivalent value discount if you choose our Superfast Ultra Broadband service or extended BT service

Free international calls3 Free International Saver option

3 Includes 250 minutes of free landline calls every month to 25 popular international destinations

3 Cheaper calls to all other countries too

AviosThe award-winning loyalty currency of the British Airways Executive Club and Avios Travel Rewards Programme.

3 2,000 Avios when you join3 2,000 extra Avios every year you remain a member

2,000 Avios is made up of: 1,000 for your Home Phone, Broadband and Mobile, 500 for Electricity and 500 for Gas.

Gourmet Society MembershipYou could save hundreds of pounds a year on the cost of eating out, plus discounts on cinema trips and days out.

3 Annual membership worth up to £69.953 Up to 50% off meals at over 6,700 restaurants3 Up to 40% off cinema tickets3 Huge discounts on family days out

Terms and conditions apply. See Utility Warehouse website for details.

3 Homeowners taking a Gold Talk or Double Gold bundle can make even greater savings with an allowance of £200 to cover any termination fees you have to pay your current phone and broadband suppliers in order to switch to us, plus the choice of one of the four extra benefits below.

3 Double Gold Tenants who are at least 30 years old and who have a Smart Meter installed by us at their property can also claim £200 towards early termination fees after they have had their free LED light bulbs installed, and a choice of one of the extra benefits below once they have been a Utility Warehouse customer for two years.

26/04/16

Refer a Friend and earn shopping vouchers

11

3 Extra Vouchers at Christmas

Utility Warehouse will also send you a £10 shopping voucher EVERY Christmas, for everyone you introduce that is still a member.

3 Each Gold Customer

For each new Gold customer you introduce (who your Distributor can help sign up), you’ll receive a £20 shopping voucher.

Choose vouchers from:

= +5 friends signed up £100 £50 every Christmas

12 01/06/14

The Nation’s most trusted utility supplier

The Utility Warehouse recently commissioned an independent study, asking tens of thousands of people if they trusted their utility supplier. Here’s what they said...

Mobile EnergyHome Phone & Broadband

13 01/06/14

What our members say...

“Utility Warehouse customer service is the best we have received from a utility company - ever.”Mr Thomson and Miss Cathcart, Renfrewshire

“We have beenusing our magicalCashBack card for allour day to day shopping,and have saved moneyevery month.”Mr and Mrs Kazim, Basingstoke

“Utility Warehousetook the stress out ofmoving providers andsaves us money atthe same time.”Mr and Mrs Cowan, Hampshire

“ I love having just one monthly bill, with all my five services.”Mrs Croft, Norfolk