United Utilities Reviews

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 Instead, it’s based on an outdated Rateable Value system that has no reflection on real-life usage.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.

I have just been informed by United Utilities that i cannot discuss with them about my rented property without getting the tenants pemission first. I own the property. I am speechless. No wonder Good landlords are selling up. Legislation goverments gone rogue. Good luck to people who want to rent in the future because there will be no good landlords left. Me being one of them. Shame on United Utilities when they waste water and hand out millions in bonuses. Shame on the goverment for allowing this catastrophe of a company to threten and bully people who are trying to do their best to provide good housing for people. may be they should look at the state of the properties that the councils own before throwing accusations at the private sector. Get your act together and get rid of beurocracy pen pushers and people who are paid to do jobs that they are not capable of doing. I might add now that united utilities have replied that this problem is not about the tenents account it is to do with a pipe problem outside the property and you will not give me access to to my own account without getting the tenent to give permission for me to talk to you. The letter sent by united utilities is aggressive and would be deeply upsetting for anbody who is vunerable

Amazing customer service from Laurie. Told me everything I needed to know and was a pleasure to speak to! Thankyou!

All of my requests were handled politely and in good order Jonathan was an excellent person to deal with Great job!

Excellent customer service from Michelle. She was polite, helpful and knowledgeable. My sewage drain was blocked. Phoned me that evening and 2 came out next day. Kept me informed. Dan Clark and Paul came out and were very skilled, professional, respectful and kind. They immediately put me at ease. Very nice people. The manhole was checked with a camera after they had fixed the problem. UU have proved to provide an excellent service for customers. Thankyou very much. The personnel are a credit to you. It does make a big difference,thats why i have written this review.

Adam was been very quick and helpful in responding to my move-related enquiries, which I posted on Facebook messenger.

I wanted to change my D/D date to the beginning of the month. Got through the usual automated bumf then placed in a queue. Quoted 6 minutes wait. Answered in half that time. Answered the security protocols and then talked to Laurie. Lovely to talk to an actual human. She explained how it all worked in simple terms, regarding how the computers would view the change and what I needed to do. She answered a couple of "what if" questions and we were done. All in all a painless experience. U.U. thanks for employing brits in the call centres that actually understand the callers.

Not exactly ‘Fresh Water’ Tasted it once and spat it out it’s disgusting, How can my bill be a different amount when I used the exact same litres last month to this month 😵‍💫 in my opinion no one should have to pay for terrible water.

I contacted United utilities last Thursday to find out about a previous debt. I had to contact again today for an update on a refund and spoke to a very helpful lady called Laurie. I can say she went above and beyond in helping me and she was so amazing and friendly and explained everything perfectly and i felt so at ease with her we ended up having a giggle so would highly recommend her for anyone who is struggling or having difficulties to be made to feel they can talk

I made an enquiry today about my water meter and I was impressed by the efficient and pleasant manner of the call operator Callum. He dealt with my problem extremely quickly and the situation was sorted in seconds rather than minutes. Well done.

got a water leek called nort west water sent man out told me it not there leek so i get insurence out to look at it told its water meater leak not my problem so i ring them up they send a ladt out who tells me its the meeter takes a water sample and tell me they will come and repair it another few day and the third person comes out and he says the same will be repaired

Spoke to kaitlon about my issue with the billing and she was really helpful in explaining to me what i need to do next and was very friendly and a pleasure to talk to. Thank you Kaitlon 😊

Spoke to Caitlon today who helped me with my query and we looked into why my bill has increased so much. I was also informed that I was in arrears from a previous conversation as she told me she could reduce my bill but it would put me in arrears and for that I want to make a complaint so she has looked into this and is going to resolve it for me. Very helpful and friendly. Thank you for your help Caitlon

George was very professional and kind in the way he dealt with my problem at this difficult time. Thanks you very much.

The young lady that helped me today was very friendly, helpful, caring and knowledgeable. Thank you Kaitlon

The process of closing parents account couldn’t have been easier or quicker. Four minutes holding time and I was speaking to a pleasant, understanding and cooperative human being. Well done United Utilities.

Great customer service from a manager called Martin Short he has handled our case over the last 6 months and helped us reach a resolution regarding overpayment over the last few years, he is such a good example of how customer service should be nothing was a trouble and always contacted us when he said he would.United Utilities he is a shining example to your company and so professional how he handles customers.

I am so happy with my experience speaking with Cora Fearon. They went above and beyond to answer my question, give advice and actioned the issue I was having. Contacting United utilities over WhatsApp was so easy and I didn’t have to wait long at all for a chat.

Corrupt scammers, trying to scam money from whoever they can , moved out, new tenant moves in don’t pay , just chase the old tenants then yeah I’m sure we can bully them into paying for out execs bonus .

Very helpful From a lady named Sharron Set me up on a payment plan.. Very professional help.. Thankyou Mark