Who are Utilidebt?

Integrity and transparency have been the foundations of our success since 2008. We provide straight-forward, ethical debt recovery, working with businesses and tailoring our approach to meet their exact needs. Our clients have included British Gas and npower.

In 2023, we rebranded, and our name changed from Phidex to Utilidebt. Phidex still operates in the energy industry and continue to optimise Energy Supplier’s performance through their data analytics software and leading energy consultancy services, but Utilidebt has moved away from working with Clients who are licenced Energy Suppliers and now focuses exclusively on recovering utility debt on behalf of Block Landlords, Developers and Housing Associations.

The Directors have all previously worked in listed companies, including licenced energy suppliers. Some, including the Finance Director, have served at PLC board level, and our policies and operational processes reflect the discipline and rigour of a listed company.

We are proud members of The Credit Services Association (CSA). The Credit Services Association is the sole national trade association in the UK representing organisations active in the debt collection, debt purchase, tracing and related credit services industry. We are active members of the Credit Service Association (CSA) and ensure that we comply with all aspects of the CSA Code of Conduct.

We are centrally located in leafy Edgbaston, Birmingham and our team have a wealth of industry experience and knowledge to deploy on behalf of Clients, and the commitment and enthusiasm to make a real difference.

Why choose us?

At Utilidebt we understand the unique circumstances surrounding the Communal Supply industry.

It’s estimated that 1% of the population, receive their utilities directly from their Landlord. This is known as a Communal Supply. The supply can be for electricity, gas, water or for a communal or district heat network.

Further, it’s expected, there will be an additional 5 million homes supplied by a Heat Network by 2050.

Residents who receive their supply from a Landlord are currently not afforded the same consumer protection as they would be if supplied by a traditional utility supplier. As such, it’s imperative that Residents are treated with best practice. An in depth understanding of current regulations is key to providing a service which protects Residents while ensuring the Landlord’s exposure to debt is controlled.

Having worked for many years in the established regulated electricity, gas and water sectors, Utilidebt have applied the same principles and regulation to ensure both Residents and Heat Suppliers are protected. Acting with integrity and by doing the right thing always, ensures future harmony and protection for Clients and their Residents.

Property Investment Companies purchase a development with a communal utility infrastructure and become a Utility Supplier. In doing so, often unknowingly, take on the responsibilities and associated risks of operating such a site;

Firstly being indebted to the utility supplier on behalf of all residents with no control over usage or spend is a significant financial burden. Additionally, having a monopoly of supply over the Residents, means a duty of care to ensure all are treated fairly and accordance with regulations. Tariffs also must be kept as low as possible.

An effective solution to resolve debt issues caused by Residents who do not pay on time is essential. Bad debt risks the entire developments energy security, and therefore prompt action must be taken to resolve issues and curtail further losses.

By working together for the benefit of all, Utilidebt will resolve outstanding issues that prevent payment, and work with Residents to ensure affordable repayment plans are agreed. As a last resort residents can be de-energised to ensure no further consumption is drawn and the developments exposure to the Energy Supplier is controlled.

While Property Managing Agents are extremely adept in resolving core building and service charge issues they typically have very little understanding of the regulatory obligations on Heat and Private Wire Suppliers and are therefore not best placed to pursue residents for their utility debts. To add further challenges, Residents often have very little experience of living in developments with communal infrastructure and the associated issues. While there is always a Lease Agreement detailing the arrangements, our experience shows that in practice, Residents are seldom aware of the obligations upon them. Occasionally, Lease Agreements for utility services are not entirely clear, as are written by solicitors with little experience of Communal Supply infrastructure, and this can cause disputes which need to be resolved by using statutory regulation rather than contractual law.

Residents also need information to help them understand why they are required to pay the Landlord and the differences in legislation, including the advantages and disadvantages.

Complaints?

Should you have a complaint about our conduct, in the first instance please email collections@utilidebt.com and in the subject please write “complaint” .

Utilidebt is committed to responsible and compliant debt collection, taking all complaints seriously and working to resolve any issues promptly. If you raise a concern, we will investigate it thoroughly, keep you informed throughout, provide a named contact, and ensure you have the opportunity to question anything you don’t understand.

To help us look into your complaint, we may ask for your contact details, account information, and any relevant documents. You can also nominate someone to complain on your behalf. Once a complaint is received, we pause all activity on the account while an Associate investigates.

If we need more time, we will keep you updated, and you will receive a full final response within eight weeks wherever possible.

If you remain unhappy after our response, you can contact us again using the same email address or escalate the complaint to Citizens Advice.

Utilidebt is not required to hold a Consumer Credit Licence under PERG.2.7.8.D. Utility debt collection is not regulated by the Financial Conduct Authority (FCA) because the FCA’s remit applies specifically to activities involving consumer credit or regulated financial services, such as loans, credit agreements, or hire‑purchase arrangements.

The FCA sets standards and rules for firms that collect debts arising from credit agreements, ensuring fair treatment and regulatory compliance within the financial sector. Since utility bills (such as gas, electricity, or water services) are not classified as credit products, the collection of overdue utility payments falls outside the FCA’s regulatory scope. Instead, utility providers and their agents operate under sector‑specific rules set by regulators such as Ofgem, Ofwat, or Ofcom, rather than financial‑services legislation.