Review Time
Mikayla was super helpful, made sure the information being shared was accurate and knowing it was my first time setting up a water bill took me through everything thoroughly. Smooth experience and easy setup.
Chloe Hurst,
I cannot thank you enough today for your outstanding customer service!
From the moment you picked up my call, you manner was cheery, friendly and professional. You engaged immediately and efficiently, in order to resolve my issue. You made me feel I was a valued customer - thank you.
Had to call customer services to close my account after moving out of my address. Maddy S, who had answered the call to me was extremely helpful, explaining the process clearly whilst being considerate to my personal situation.
My overall experience with United Utilities as a service provider was also positive.
This has been an incredibly frustrating experience with this service. There is a complete lack of support and communication. Instead of reaching out to offer assistance, they immediately send bills to collections without any discussion. There’s no understanding or empathy, just constant pressure.
I’ve reported a broken boiler, experienced leaks, and have a landlord who is unresponsive. None of my issues seem to matter to them. There’s no guidance, no flexibility, and no effort to show that they care.
This feels less like a utility provider and more like a collection agency that happens to provide water. If you’re facing difficulties, expect no response. If they want payment, expect immediate action.
Pipes can fail, and people can struggle, but they continue to demand payment.
I would give a negative rating if I could. I requested the installation of a water meter, but the technician who arrived was incredibly rude. When I suggested he could install it after showing me the meter, he insisted he couldn't. After checking the space with the meter, I confirmed there was sufficient room, but he continued to be disrespectful, threatening to leave if I kept insisting there was space. He raised his voice in my home while I remained calm. It seems that because they are the only water provider, they feel entitled to treat customers poorly due to lack of competition. Initially, he claimed it would be a simple installation if the meter fit, but once he brought it inside and confirmed it did fit, he suddenly changed his story, saying he would need to cut the pipe and couldn't proceed. I watched a video on the company's website that clearly showed no pipe cutting was necessary. He was dishonest and seemed unwilling to do his job, leaving me to pay more for water that I hardly use. Even my housing association found the inlet and said it could be fixed there, but the technician refused to assist, claiming he had tried when he hadn't even touched the inlet. Such a frustrating experience with unprofessional and lazy individuals.
I feel like I'm dealing with scammers. I'm confused about the charges for fresh water at £35.39 and waste water at £84.32. How can the waste bill be higher than the water I actually used? I hardly spend time at home, as I'm often 200 miles away visiting my family, and I purchase more bottled water than what comes from my taps. I have no faith in these charges.
The lack of proper maintenance on aging infrastructure has once again left us without reliable water service. I have lost faith in this provider's ability to deliver a sustainable water supply for myself and the community in the northwest. This situation is unacceptable. Our rivers and seas are being polluted. I frequently notice unpleasant odors and tastes in what is supposed to be drinking water, and I know I’m not the only one experiencing this.
On September 25, during the installation of a new kitchen, we discovered lead pipes that required replacement. The online application indicated a 10-day wait to find out if a grant would be available to help with the costs, but the reality has been over 40 days. Our kitchen has been removed, and we have been without water or cooking facilities since September. We received written promises for two dates for the connection of the new plastic pipes, but the service provider did not show up on either occasion. Now it's December, and we are still waiting for the connection. My husband has MS, and as pensioners, we are struggling with pipes sticking out of the floor inside our home. The kitchen fitter is now committed to other jobs and won't be able to return until February 26, assuming the water is connected by then. The hazardous living conditions we are facing are entirely due to the service provider's negligence, and their lack of concern is truly disgraceful. They should feel ashamed.
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