Urban Billing Avis 

If I could give a minus rating, I would give them minus 5 stars. They sent threatening emails and conflicting bills. Even though I paid a massive exit fee of £250, they are still demanding a management fee. I don't remember　them managing anything at all! They are complete scammers. Please avoid them at all costs!

I signed up for Urban Billing’s Green Saver package in June 2026. It includes water, electricity and a management fee, and I have paid every Direct Debit on time since 15 June.

Despite this, Thames Water is billing me £615.30 for the same period. Thames has confirmed in writing that it holds no record of Urban Billing taking responsibility for water at my address. In October Urban Billing told me the water handover “can take up to 8 weeks”. It has now been over 20 weeks.

They never respond on time. I asked for a breakdown of my payments on 2 October and still have no answer, and follow-up emails get automated replies only. I’ve now had to file a formal complaint just to be heard.

In my experience they have been unreliable and useless. You pay them to handle your bills, and you end up chasing everyone yourself.

All I want is a clear answer: if you haven’t paid for my water, refund the water charges and remove water from my package.

I’ll update this review if it gets resolved.

PLEASE, PLEASE AVOID AT ALL COSTS

I genuinely wish I had never signed up with this company, and I am writing this review because I would hate for someone else to end up in the same position.

I signed up with Urban Billing at the end of May 2026 for a package covering my electricity, water and management fee. I was paying £214.64 every month by Direct Debit, including £144.14 for electricity and £55.50 for water.

The electricity side has been a nightmare in itself. I have a smart meter, and my actual usage has been nowhere near what I was being charged for. I was told my payments would be reviewed once they had enough usage data but that hasn't happened. I'm a single person living in a studio flat, so these charges have felt particularly ridiculous. I was also led to believe that overusage could be refunded at any time within my contract- something UrbanBilling has since admitted was incorrect and that overusage payments are only refunded at the end of contracts.

The water situation has utterly disgusted me though. I was paying Urban Billing £55.50 every month for water. I genuinely believed this was a payment based on my water usage. I only found out later that Urban Billing considered this to be an “unlimited” water package. That was not my understanding when I signed up, and I certainly did not knowingly agree to an arrangement where I would pay Urban Billing for “unlimited” water while Severn Trent separately expected me to pay them.

I then received a £99.66 bill directly from Severn Trent for my usage between May-September. I contacted Urban Billing because, quite reasonably, I wanted to know why I was being billed by Severn Trent when I had already been paying Urban Billing £55.50 every month for water.

Urban Billing told me it would investigate. I provided the bill they requested. I chased it. I complained formally. Severn Trent now confirmed that they have never received a single payment from Urban Billing towards my water account.

So I have been paying Urban Billing for water, while Severn Trent was apparently receiving £0 from those payments. I have now had to pay Severn Trent the £99.66 myself to make sure I wasn't left with an unpaid bill or any potential consequences to my account.

I have also spent an absolutely ridiculous amount of time trying to get a straight answer from Urban Billing. My formal complaint was raised on 9 August (reference 7409). Despite providing the information requested, Urban Billing eventually closed the complaint and then told me there was nothing further its Complaints Team could do.

At this point, I’m genuinely angry. I have paid hundreds of pounds into a package that was mis-sold to me, I have had to chase basic answers myself, and have now had to pay my water company directly on top of what I had already paid Urban Billing.

I am now pursuing the matter through CCW (Consumer Council for Water) and will be seeking to take the relevant concerns further through Citizens Advice/Trading Standards. I also intend to pursue the appropriate route with the Energy Ombudsman regarding the electricity side.

I am trying to get out of this contract and recover the money I have paid towards water, and I am disputing the cancellation/exit fee given everything that has happened.

I don't normally leave reviews but I genuinely wish someone had warned me before I signed up.

My advice? Stay well clear of Urban Billing. Do your research, read the small print, and don't assume that because you're paying them every month that your actual energy and water accounts are being dealt with in the way you think they are.

I wouldn't recommend this company to anyone based on my experience.

After taking over my supply illegaly and with my go ahead even after a block was put on them by British gas they try to charge me hundreds and refuse to let my actual supplier take back over. Holding my energy ransom till I l pay them money I dont owe! Now going down legal route to resolve this. Avoid at all costs. Also customer support doesn't exist. They ignore you and refuse to talk to you and when you do get through to complaints after 2 hours they hang up and refuse to acknowledge you.

I cancelled my agreement with Homebox/Urban Billing within the 14 day cooling off period as the product had a high cancellation fee which I wasn’t initially made aware of.
Despite cancelling, they still went on to take 2 direct debits from my account without my consent. When I raised the issue, they said they would refund within 10 days. It’s been 14 days now and I still have not received my refund.
Just looking at their reviews here, this seems to be their Modus Operandi.
I thought I was doing business with a company called Homebox. Somehow I have ended up in this mess with Urban Billing.
My agreement was with Home Box, Communications about financials came from Urban Billing and Direct debit says Huddle Utilities.
Not sure if they are all the same company but I would avoid all three!

Urban Billing has been a deeply frustrating company to deal with regarding a straightforward statutory cooling-off cancellation. Despite providing clear written notice well within the 14-day legal window under the Consumer Contracts Regulations, customer support repeatedly pushed an incorrect fee calculation, and dragged me through weeks of confusing, contradictory email loops that caused a significant amount of stress. I feel stonewalled as a customer. I would advise caution before signing up with them. Worst decision of my life to sign up with them.

Watch out for Customer Service, this department alone was the worst experience in my ordeal.

So expensive so cancelled. They took a massive payment of £174 but hadn't even set up my utilities yet. They said I would be refunded. Been waiting over 2 weeks for the refund now. Tried phoning and emailing and getting no response. Do not use this company. Awful.

Terrible, this is just a £ scam. I was recommended these by the estate agent to use as a tenant. They signed me up on reasonably priced contract. Then straight away started to send me notices of increasing my month bills. I tried submitting meter readings to them but they only rejected them saying they were not true, even with the photo evidence I gave them.

Then it got even worse as I tried to leave the Contract as I could not afford the heavily inflated bills. I then had to pay around £400 to leave the Contract and then I had an additional charge of around £150 for them to allow me to switch to another provider.

I would suggest not to use this provider.

Nothing but stress. Threatening emails, yet when you try to call through their “provided number”, no one answers the phone. It is incredibly difficult to resolve an issue with Urban Billing when you cannot actually get through to anyone.

Since signing up with them, it has been nothing but stress. Even trying to close the account has become unnecessarily difficult. I previously spoke to their team and agreed to a payment plan, only to now receive further threatening correspondence about additional fees and potential recovery action.

I regret ever signing up for their service. The whole experience has been unnecessarily stressful and frustrating, and the lack of communication makes resolving anything extremely difficult.

As someone new to the UK, I thought Urban Billing would be a helpful way to get my household bills set up. However, after seeing how expensive the quoted prices were, I exercised my right to cancel within the 14-day cooling-off period.

Despite this, my contract still hasn’t been cancelled. I’ve waited on the phone for more than an hour on two separate occasions trying to resolve this.

What I expected to make settling into the UK easier has instead caused unnecessary stress and wasted time. I’m very disappointed with the service and would like written confirmation that my contract has been cancelled and that no further payments will be taken.

Firstly I have been on hold for over 25 minutes when trying to contact them about an issue and no one has even got back to me or mentioned what position I am in a que. 2nd and the reason I called up in the first place is I have been charge 2 bills which are a lot more then I was quoted and says when I set up my account. I should be paying £180 for the first payment (what i got quoted and says on acc) then what i actually use following the first month setuo(max £120 easily). But you guys have charged me £253 2x. For the first payment and a second payment (only just been in the house 1 month today!) . Also I sent over my meter readings and you some how haven't updated them. I live in a house with me and a friend. We are at work all day. We have not even used the heating since being in the house and use hardly any electric. Our bill should be no where near £250. If this doesn't get sorted out today or tomorrow I am cancelling and switching to a different company. I expect a email or call back ASAP as this is unacceptable!

SCAMMERS.
Called the energy company and found out our bills is 120£ less than UrbanBilling told me it was.
Same as water. £30/month less
And they have the cheek to ask for a management fee

Bill you 15 a month just for ‘admin’. Then 150 when you try to leave even if your tenancy ends. Avoid at all cost.

This company is totally corrupt, they will chase you for money without regard I have never had an account with this company, yet they have created one for me. Raine and company promote this utility company, so please do not register with Raine & company. Also Robert’s Law is associated so please avoid.

If I could give 0 stars then I would.

They work with TruEnergy who are just as bad. Even Scottish Power haven’t heard of them!

Extremely slow email replies and they do not pick up the phone! Also phone lines are open from Monday - Friday 10am-4pm, when working people can’t phone them. How pathetic.

They phoned me at the start of my tenancy claiming to be appointed by the estate agency to set up energy bills. The person on the phone seemed helpful at the time and got me in to a contract. The bills seemed high even though they said they’ll correlate to my actual usage.

We had a short tenancy and moved in to a new house, so rather than paying their ridiculous exit fees, I decided to get my account moved to the new address. Their communication was non-existent and took me almost a month to set this up. In that time I decided to cancel the contract and exit to set up with a new supplier. They then set up the account at my new address, which led to my new supply being turned off. I have been constantly on the phone TRYING to get through with no answer even being on hold for an hour. They have not released the electric meter over a month after the request which goes against Ofgem standards! They should be investigated and shut down.

The 5 star reviews are clearly fake!!!

Excellent service today. Very active in getting my problem solved and had it done within ten minutes. Great altruism and I am very thankful to Yves. 👏🏽👏🏽

SCAM!! Bill my neighbours address in my name of hundreds of pounds and every time I contact them I either get no answer or there forcing cancellation fees of £150 when I don’t understand why this has even happened. I’ve had to get my bank branch to stop them from taking any payments for gas and electric I don’t use for a property I don’t live at. I don’t even have gas as my flats all electric very stressful and bad communication with this company. Can only describe this company as money grabbing…. Customer service is very bad as get no help or answer from these either.

Can only assume is a scam company.

As was letting a property was strongarmed into an agreement to use them as a energy supplier intermediary. As the prices were massively excessive exercised the 14 day cooling off period. The company took over 2 weeks to action this basic request. I couldn't contact the company either as the phone lines were turned off for a week??

Blocked me transferring to a more reputable/actual energy supplier as hadn't canceled. Filed a complaint and was cancelled instantly (so showed could have been done weeks prior) and advised would allow the transfer

Imagine my surprise when they again blocked the transfer.

Will be demanding financial compensation and seeking legal advice if none received

Avoid this 'company' at all costs. It is a scam

The opposite of a swift seamless experience

Can someone please answer the phone or respond to our emails. We've moved house and we're waiting for the bills to be transferred. I've never had an issue with other billing companies before, why is this one so unresponsive.