Utility Warehouse (UW) is launching the UK’s first-ever utility ‘break-up’ helpline this Valentine’s Day – offering real-time advice and support to help frustrated consumers improve their relationship with their suppliers or finally make the switch.

It comes as a new poll reveals that 68% of Londoners would consider breaking up with their current providers with 74% blaming poor customer service, while over a quarter are being driven to the brink by not being able to speak to a real person on the phone.

To help tackle this frustration, UW’s Partners will be on hand throughout Valentine’s weekend via a dedicated WhatsApp helpline, giving consumers practical guidance on how to break free from bad service and find a provider that actually cares. With long wait times, unhelpful AI chatbots, and dropped calls among the nation’s biggest service nightmares, the helpline is designed to help UK consumers take back control and avoid the stress of dealing with uncaring providers.

The survey of 2,000 adults found that 85% of Londoners believe that speaking to a real person is essential when resolving an issue. Yet, all too often, they find themselves stuck in frustrating call centre loops. In fact, the average caller puts up with being on hold for 17 minutes before hanging up.

Alarmingly, 1 in 10 can’t recall their last positive customer service experience, while four in ten actively avoid contacting their utility provider, dreading the stress it might bring.

The survey also found that:
44% of Londoners avoid contacting customer service altogether as they think it’s too stressful
74% of people of Londoners would ditch a provider over consistently poor service
13% have avoided switching due to the perceived hassle of changing provider
24% fear they could end up with an even worse service if they switch

Alongside the Break-Up Helpline, today UW is launching a quiz for people to find out what kind of relationship they really have with their current provider. Created with top relationship expert, Sarah Louise Ryan, the quiz can help people decide if it’s time to call it quits — or if they should stick it out.

By doing the quiz people can learn their relationship types and attachment styles – whether that’s The Commitment-Phobe who avoid long contracts, The Love at First Sight who is quick to fall for the wrong match, or even The Wandering Eye who is never fully satisfied.

Sarah Louise Ryan, Dating and Relationship Expert, said: “You might not think your love life has anything to do with your energy, broadband, or mobile provider – but think again. The way you approach dating could actually say a lot about how you handle your utilities. This playful quiz helps you uncover your relationship style while also figuring out what you really need from a provider – because whether it’s love or a lasting connection, the right match makes all the difference.”