United Utilities Reviews

We have what appears to be a major waste water issue. Could not get through on the phone however Facebook messenger was excellent. Adam helped quickly and efficiently. Thanks.

I recently had to leave the UK and was facing difficulty accessing my United Utilities account to end my contract. After several unsuccessful attempts, I reached out through their Instagram page, and to my surprise, I received prompt and outstanding support. Adam from the customer service team went above and beyond to resolve the issue within a few hours. I was genuinely impressed by the efficiency and professionalism shown. Exceptional service—thank you, Adam and United Utilities

I spoke with Kaitlon today, she was so patient, understanding and polite! She handled my query & answered my questions efficiently. Thanks Kaitlon.

Water bill has gone up by £23 a month this year ! Pushing the total to £68 ! This is more than I am paying monthly on gas or electric currently . No compromise, pushing for water meter as only option and as we know , they do not reduce bill . Only option is to cancel and run up debt at this point. Unhelpful and money grabbing!

The most UNPROFESSIONAL UNRESPONSIVE UNSCRUPULOUS company I've ever had the displeasure of dealing with. EVERY interaction is a problem because the employees are just thick. They will always lie to alleviate any responsibility for problems & get dates wrong, cant put together a grammatically correct email / text & just patronise you because they think it's ok. And God forbid you ever have an issue with grid noise or bills/ meters or anything in general they're responsible for. They'll send the most incompetent contractors. Then when they c*ck it up they'll send them again after making you wait almost a year & they'll c*ck it up again. They'll ignore your complaints & loads of different people will be assigned to your case so there's zero consistency. Frustrating company. I wish residents could choose a different supplier because these guys couldn't run a rafle. Im embarrassed for whoever manages their Custoner Service Dept because they are incompetent. Their replies will advise you to " reach out " etc. Well I have . Since March & we are no further on so it's pointless UU replying as they don't care.

Cora was fantastic. Really put me at ease and was very supportive at a tough time.

Cora was really helpful and has great customer service.

Contacted United Utilities on 11 Apr for a report of work carried out at my property (following flood they were at fault). Needed to supply to insurers. There's 20 working days wait for it, heaven knows why so long.Report arrived, but was inaccurate, so emailed them to urgently rectify it. They will get back- within 10 working days- total 30 working days for something that shouldn't have taken longer than a few days. PS ref: 07646809

I spoke to Kaitlon this afternoon about my concerns with my water bill. This is something I didn’t have much understanding of and was a bit apprehensive to call. Kaitlon was extremely patient and kind on the phone and made me feel at ease whilst proving me with thorough understanding behind certain issues and offering really useful advice. Thank you for your service Kaitlon, you are lovely!

From the minute Rebecca Miller answered my call she listened to my query and was so understanding. My query was dealt with quickly and more to the point satisfactory. Rebecca rang me to keep me informed what was being done with a follow up call next day to go through the outcome.

No water pressure This problem has been going on for far too long Was promised it was going to be fixed yesterday Water pressure even lower today Not much more than a trickle I'm paying almost 80 quid a month for this Get your act together UU This is disgraceful and I will be asking for a rebate on this bill I can't have a shower or a bath or do any washing in my own gaff Sort it out man

Excellent Customer Customer service from Kaitlon.Cleared all our Doubts.

Kaitlon gave me friendly, helpful advice and was able to resolve my issue quickly.

Called united utilities as I had seen something on Facebook about a issue with the water in my postcode area, I wanted to check as I am having chemotherapy at the moment and need to be careful. Untied utilities looked into this for me and responded straight away and assured me everything was OK with the water and reassured me. Yeayurday I recieved some flowers from untied utilities wishing me luck through my treatment, what a lovely thoughtful gesture and greatly appreciated.

Absolute shocking experience! For the past 8 months I’ve been trying to resolve a complaint which is getting no where fast! Constant chasing, no calls back when promised tried to bill me for 2.5k instead of £600 and still not resolved! Sick of chasing the stress and frustration that this has caused is unbelievable sorry Darren sick of empty promises now I want a resolution or I’m taking this further!!

the company take the liberty to put me on the bill without my approval and my permission whitout any of my details.. also they didn’t call me .. and because of that my credit score its very bad cause the people who live there they didn’t pay for several months.. that’s not my problem.. don’t put me on a contract without any calls or any kind of aprovel .. and nobody can sort it on the phone or on the wastap .. need to send an email and wait for 10 days .. I don’t get it !? why is this system of watsap and phone number .. if can’t solve anything !? They ask me to bring a prof .. that I don’t live there .. seriously !? the company take liberty to put me on bills and I need to prof wrong !? whats this system !?

Amelia was extremely helpful,professional and pleasant a lovely experience.

I phoned about an enquiry, I spoke to you a lady called Kaitlon. She was really friendly and helpful

Thank you Olivia for your patience and help after there being a problem with my email address. Four phone calls later and she made sure all was well this time! Very much appreciated. I can now log onto My Account.

I wanted a temporary reduction or suspension of my water charges for the property, as it is currently unoccupied and undergoing major refurbishment. I became the legal owner of the property on 18/03/2025; however, I have not been residing at the premises since the purchase date due to ongoing renovation works. Despite this, I have recently received a water bill based on the Rateable Value (RV) system, which does not reflect the actual water usage at the property. In fact, there has been no regular water consumption. I have already applied for a water meter installation, and I was informed that it would be arranged within 6 weeks. It is completely unreasonable that I am expected to pay £840 per year for water as a single person, when my actual annual usage would be around £350. The most frustrating part is that this charge is not based on my actual water consumption or the number of people occupying the property. Instead, it’s based on an outdated Rateable Value system that has no reflection on real-life usage. I find it unacceptable that such an unfair and obsolete system is still legally allowed to operate in the UK. It punishes people like me, especially when a property is empty or under renovation, forcing us to pay unreasonably high bills for services we aren’t even using. I would like to know how this practice can continue legally in 2025, and I formally request an immediate reassessment of my charges while awaiting the installation of my water meter. I have tried to resolve this matter by contacting your customer service, but no assistance has been provided in terms of reducing my bill or offering a temporary discount until the meter is installed. I find this situation unfair, unprofessional, and lacking in reasonable consideration towards customers, especially individuals like myself managing a property renovation. In light of the above, I kindly request: A temporary reduction or suspension of water charges until the property is occupied and the renovation is complete. An urgent update on the status of my water meter installation request. I would appreciate a prompt response and fair resolution to this matter. Thank you for your assistance.