Reply to Raymond Morton.

The Chairman of United Utilities address is:
Chairmans Office
Dawson House
Liverpool Road
Great Sankey Warrington, WA5

If you escalate your complaints to the above, OFFWATT automatically are informed of your letter and UU have to respond within 5 days to acknowledge receipt of your letter and have to send you a detailed reply within 15 days addressing each of your concerns. I hope this is of use to those who are having difficulty complaining. Chairmans letters generally succeed when other methods fail.

It is friday 14th august 2009, I am sitting waiting to speak to the customer advisor that the phone keeps telling me is available. I have my doubts and I am wondering how many skeletons have been found with a phone stuck to their bones and that very pleasant but totally inefficient voice blasting out to the deceased. My time is now 35 minutes and waiting and waiting and waiting... I am presuming that 1 is as low as you can go for a satisfaction rating!!!!

Here's a tip, if you're on a water meter DO NOT PAY BY DIRECT DEBIT. It benefits the company, not you unless you called £5 discount per year a benefit. Your charges will be estimated based on the average of the number of occupiers in the property. The water companies have no idea how much water you are going to be using so can only estimate. You wont get the £5 direct debit discount but you only pay your bill when your meters read which is every six months. Oh and if your meter reading turns out to be an estimate (not all meters can be read remotely) call them up with an actual reading to have an amended bill. The prices the companies charge have been agreed with the regulator OFWAT. Don't waste your time calling the company to argue about the cost with a low paid employee who quite frankly could not give a HOOT about your bill. And the earlier comment by someone ranting about the Highways Drainage charge really tickled me. That person said the highways have nothing to do with her. But she forgets she does use the highway be that by car, bus or foot. If the water companies did not clear the highway drains and sewers who would? Everyone in some shape or form uses the highways PERIOD!! Also the comical fact in relation to Surface Water reduction. Even if you succeed with your claim you do not get years and years of monies back. The companies only have to reimburse the last 12 months charges, as agreed with our regulators. If the companies had to give monies back going back donkeys years then everyone's bills would have to increase to cover these costs. That's how businesses work. Water is not Free. It costs money to ensure you get the best quality drinking water in the world. On average it costs about £2.50 for 1000 litres of water. Go to your supermarket and see how much a 100 litres cost! Finally think about it, you're using water for free for 6 months. The companies then send you a bill. Can you go to Tescos for 6 months of shopping without paying?? I don't think so.

I moved to my property in Nov 2006. I was leaving in my old address about 6 months. My old landlord have to given my details to the company. I then get a letter of previous charges bill for old property when I was leaving before about £1100. I tried to contact the company but every time I phone up I am in a queue and then my credit goes, phoned the company and asked if they could ring me back, still waiting. This is big mistake, because this is not my bill:(((

I wish there would be a no star option. UU are the most useless company there is. If you ask why am I charged £435 per annum for water used by two people when last year a family of 5 paid the same and two are hardly going to use the same amount of water, the answer 'is that's how it is'. When you ask why can't the sum be changed accordingly, the answer 'is it doesn't work like that.' When I point out that it says on their own web site that terraced properties should pay £351 not £435, the answer is 'You must have misread it.' Water meter is not any more trustworthy, with this company anyway. Who was the fool who thought of the bright idea of introducing rateable value? He should be drowned.

My bill has been raised from £115.00 per month to £170 per month. When questioned as to why the increase it was as a result of Highway and rainfall charges.
Firstly the highway has nothing to do with me and secondly the rain is an act of God - we have to pay for his actions too?
The increase is absolutely out of line and to top it off folks it does not end there. It seems there will be another large increase next year too. It's time for everyone to take note and contact offwatt.

Having just taken over a small salon in North West I shocked to the core to learn I have to £531 standard charge plus extra charges for what goes through the meter, this is double what the previous occupant paid. Three phone calls later I still have not had a reasonable explanation why the charges have gone up 100%. This company should be dragged through the courts for profiteering at the expense of the public. I would gladly do this if I had the knowledge of how to proceed.

I am doing a report on the sewage treatment plant(s) in Liverpool but am having a hard time finding any information on the internet on the flow rates, influent characterisitics, type of system used, etc. I was wondering where I could find such information. Thanks for any help!

I am looking for the engineer who is responsible for the pumps. We are Mather+Platt SA manufacturing original pumps and spares.

My advice, if you're on a water meter and live in a flat or on an estate, is to check that the serial number on your bill corresponds with your actual supply. Find the meter with your serial number on it (in a grid in the street or in a cupboard in your block of flats, etc) and get someone in your property to turn the taps on and off and see if the meter registers the water usage. If not, you could well be on the wrong meter and are being charged for water used in another property nearby. This has happened twice in my experience (and I'm told by workers in the field that it's not uncommon). The big problem is that it's a nightmare to sort out as United Utilities seems to be unconcerned at the hassle and time it takes for you to register the fault and the amount of stress this can cause in rectifying it. United Utilities are disorganised and inept in their customer services, though, if you persist (and approach the Consumer Council for Water for help) you will get it sorted and you may even get a financial 'gesture of goodwill'. Very very poor service - worth a begrudging 1-star only.

I moved into my property in May and was not sure who my supplier was, my landlord must have given my details to the company. I then received a letter of court charges and a bill, the bill was paid as soon as I found out I owed this, till this day I am still getting letter of court charges and bailiff letter, I have tried to contact the company but every time I phone up I am in a queue and then my credit goes, phoned the company and asked if they could ring me back, still waiting!!!

I work on the leakage side of clean water and UU have put in a new computer system to control the works due to the vast amount of complaints but I am sorry to say it is 10 times worse than the old system at least they know they are wrong but time will tell.

Well well I am so glad I found this site. I can't believe this dreadful company is allowed to get away with what amounts to daylight robbery!!
My story and plight is similar - estimated bill, huge amount, queried this, requested accurate reading, UU came round, said I had no meter they would replace it, requested hold on bill until this resolved.
Requested amended bill. No bill sent. Letter from debt collection agency! Call centre phoned numerous times, no action, no joy, threats. Next stop head office and CC to my local MP. Let's get together to fight this!

This company is untouchable, they know that we will never go anywhere because they are the only company who can supply water in my area. Their prices are not negotiable and we depend on water daily and we can't switch to any water company. This company is a nightmare.

I am frustrated with UU to say the least. Over four years I have been paying £46 a month. UU in their wisdom now think I should pay £111 a month. I have searched high and low in my three bed house and can't find the olympic swimming pool!
I have refused to pay until they sort the matter and they are now taking me to court rather than sort it, ridiculous!
It was even more shocking when a guy read my meter and said in the period I had used 60 cu m and was low. I then got my bill which stated I had used 120cu m!!! Think of a number and double it seems to be UU policy. I am thinking of making a complaint to the police for fraud as I again wait for a recall from a manager. I will looking forward to slapping the photo of my meter next to their bill in front of the judge, maybe UU will explain it then!!! Check everything this company bills!

I reported a leak outside a property I own 3 weeks ago. It took a week to even put a barrier round it. According to the neighbours someone came to fix it last week but whatever they did has made it far worse. There is now a constant stream of water running down the street at least 2 or 3 litres per minute is being wasted. I have been informed that the job has now been passed on to Balfour Beaty who need to replace a section and faulty stop tap. And you wonder why your infrastructure charges are so high!

On a separate matter I have requested a Quote from UU for three new connections for this property. Before I tell you what it is, you must bear in mind that we will have to dig the trench on our own land and lay the pipe to the street ourselves. UU just have to connect to the main. This is approximately half a days work for two men. Are you ready... £2301 and on top a £1731.84 "infrastructure charge" for extra load on the infrastructure.. I know you are all probably vomiting repeatedly by now just like I did when I had to write the cheque. How long are they going to be allowed to get away with this?

I wouldn't even give this excuse for a company 1 star only I had too. A despicable monopoly that treats its customers appallingly. In my experience it makes mistakes and then harasses you for money. I thought that was what the mafia did, maybe they are the same thing. Philip Green and the board of fat cat directors are an absolute disgrace, and are nothing more than crooks in suits!

We were paying £400 every 6 months with United Utilities for 8 years thinking this was because we lived in a larger house with a water meter, upon speaking to a neighbour with same number occupants and same size house who never paid more than £200 for 6 months. I have been complaining for the last 12 months with United utilities but not getting anywhere. We have just received another bill dated April 2008 to October 2008 for £1,444. Of course I will now be passing this to Ofwat but something needs to be done about this ridiculous company who has the worst customer service I have ever experienced!

A two bed house and I am now paying £420 a year, can anyone help me?

I have a water meter and cannot believe how much this is costing me, I was shocked yesterday when I rang to see if I could go on a monthly budget plan, to discover that I need to pay nearly £300 a month, my estimated water charges for the next 6 months are £2900.00. I couldn't get hold of anyone last night so I will keep trying today and add a bit to the phone bill too.

I missed a water services payment due to being hospitalised. When I rang to offer a double payment over the phone, United Utilities refused saying they had already passed my details onto Concilia, their debt collection company. This was some weeks ago. It turns out they could have taken my payment: they only passed me on to concilia THIS WEEK. I rang this company to discover they are staffed by people who can barely speak English (think it's a Spanish company) and could not understand what I was trying to say to them. Hope United Utilities CEO is enjoying his over inflated income.

I work for uu and can't agree enough with the statements made; however, when you call the call centre, remember that we don't agree with it either! We are only there to pay our bills, just as you all go to work and do the same! If you have a complaint ask for a manager, they get more pay than us! Please remember that we are the customers as well as the workers and we have to pay our bills as you do too! DON'T SHOOT THE MESSENGER!!!

£600 for a year? For 2 people? Ah yes, I called UU - my "rateable value" is £276,000, a figure which was set perhaps 10 years or more ago. Absolute garbage. I bought for £212,500 8 months ago, which was fair, and after years of prolonged price rises. UU play fantasy house prices if you are unmetered, then use their fantasy price to determine your (equally fantasy) bill. There are no alternative suppliers here, and as others say, their dept for rateable values no longer exists (wonder why....) so it cant be reset. Total rip-off.

Yes United Utilities Staff do read your comments. I work for UU and will provide you with some useful information, but please bare in mind, most errors on accounts, are in fact the result of information provided by customers...

United Utilities Charge Unmeasured Customers on the rateable Value of The Property...

What is a rateable value?

Rateable values have always been used by water and sewerage companies to calculate unmetered charges. They were used until 1990 as the basis of the general rate bill payable to the local council. The values were assessed and changed by the Valuation Office of the Inland Revenue and were loosely based on the annual rental value of a property.
What is the rateable value based on?

The rateable values we use now were assessed any time between 1973 and 1990. A number of factors were taken into account by the Valuation Office when assessing the potential annual rental value. These included the size of the property and plot, area, general condition and availability of local services.

We have no details of how individual values were calculated and cannot tell you why similar properties in the same street have slightly different values.

The government introduced the Community Charge (poll tax) in April 1990 and at that time the Valuation Office stopped assessing or changing rateable values, as the Local Authority now had a new way to charge.

The community charge was in turn replaced by the council tax and the Valuation Office Agency started assessing Council Tax bands. Unlike the rateable value, these bands are based on the market value of the property, rather than the annual rental value. This means that the two assessments cannot be compared and a change in the Council Tax band does not mean that the rateable values should also be changed.
Can my rateable value be changed?

The Valuation Office no longer change rateable values and water companies have never been able to change them, so any home improvements to a property since 1990 are not reflected in the rateable values that we use. In cases where the rateable value is clearly invalid, for example if a property is redeveloped and split into flats, the only option available is to fit a water meter and charge on usage.

Initially water companies were allowed to use rateable values as a basis of charge until 31 March 2000. However this deadline was removed by changes in the law (The Water Industry Act 1999) which gave companies the right to continue using rateable values to calculate a bill for properties without a water meter. At the same time the law was change to allow household customers the option of having a water meter fitted free of charge.

FMO- Free Meter Option
You have to apply for a water meter by application as we need a signature before any job can be booked, Once the form has been received, one of our staff will contact you within a 3 month period to assess if a meter can be fitted. If a meter is unable to be fitted you can then apply to have an Assessed Volume Charge (AVC) Applied to you account.

I Owe United Utilities Money. Do the care that I can not afford the cost of living? Yes we do....

Unitied Utilities - Payment Assistance Team. Arrears Allowance Scheme & Water Direct

This scheme, which is managed by United Utilities, is there to support ongoing payment of water charges by matching a customer’s commitment to their arrears. Its aim is to help people solve their water charge arrears and get back on track in making consistent, regular payments.

How this works is that customers accepted on the scheme make a guaranteed payment over 13 weeks and if all payments are successfully made then United Utilities contributes the exact same amount to the customer’s arrears.

For example, if you pay us £3 a week for your current charges and £1 a week to pay off your arrears, you will have paid us £52 in 13 weeks. Because you have paid us £52 we will reduce your arrears by a further £52.

This scheme is not applicable to all customers, but is an offer to support those customers committed to making future payments. If you think you may qualify and want to be considered for the scheme then please call us on 0845 7462034. Alternatively, you can contact your local Citizens Advice Bureau or Debt Advisor, who will help you be considered for the scheme.

You must show a willing to pay the current years charge to be accepted on to this scheme, and have genuine financial difficulties, This maybe from having a low income or be in a multi debt situation.

Water Direct

The Water Direct Scheme is run in conjunction with the Department of Work and Pensions (DWP).

The scheme is designed to assist customers who have arrears on their water charges and are in receipt of the following benefits :-

* Income Support
* Job Seekers Allowance
* Pension Credit

The scheme allows customers who have a minimum of £50.00 arrears to pay a fixed amount towards their arrears and the full amount towards their current years charges directly from their benefit. This helps many customers with budgeting and managing their water and wastewater accounts.

In order to apply please contact United Utilities on 0845 746 2034, or contact your local DWP office.

And the final bit of advice that i will give to those customers that are in debt is take ownership of your debt, at the end of the day do you actually have a valid reason for not paying your water bill for x amount of years? if you do then we are here to help!

Terrible company!!! Me and my husband have not received a bill for over 4 years and they now wont even send us a bill just a letter stating that we owe £1700.00!! How can you pay something without a bill I ask? They have now passed the debt to a debt collection agency and I am simply not amused!!

Does anyone of any importance ever read or does anything constructive with the comments of all these disgruntled customers, and when are we going to get a government with any backbone to end this monopoly. A very disgruntled pensioner...

Having recently been rebanded D from E Council Tax, UU inform me that in 1990 the water rates for my property have been frozen!! Pity the revenue to UU was not also...

I manage a small local charity and UU drive me insane. We try very hard to provide services for disadvantaged people in our area but have to spend days trying to sort out UU bills. At one point we had somehow managed to overpay them - what a mistake to make. Their response was to 'put a debit onto the account' and now we owe them money! We've had promise after promise - started going through their complaints procedure but all we ended up with was a £25 cheque for out inconvenience! This won't even cover the phone call costs. Was thinking of going to Ofwat, but it sounds like there isn't any point. Don't really want to rate the company at all but don't have that option! Anyone for Watchdog???

As a widow living alone, is there a scheme whereby I could be paying less for my water as I don't use as much a a family would do. I am only on the State Pension with a small allowance.

I have just had my house rebanded 'D' to 'C' citing houses in my Grove as a comparison as they were band 'C'. UU base water rates on the same calculation as council tax but they refuse me any refund / recalculation. Why do I pay more than families in the same type of house?

3 Bed terrace with 2 adults who work full time.
No hose pipe, don't wash our cars here, one shower per day each and approx 3 loads of washing per week. Wash the dishes by hand one per day.

Bill for first 6 months £15pm.
Bill for next year £45pm - absolute joke.
I phoned them and told them to reduce this to which they reply that I will not be paying off what I owe them.

The £15pm by the way is what they said would cover our usage. Bills make no sense what so ever.

I find the service or lack of it is not acceptable, people in the Blackpool area have been without water for 24 hours and no one seems to know when it's being put back on!

Well all you people are very lucky. At least you have water! We live in Blackpool, and it's been 24 hours since our supply went down (Sunday teatime of all things). The supply came on during the night until just after 9.00am this morning. We have no water to wash or flush the loo. Also no clean suitable containers to take where we have heard that water tankers are distributing it. Have tried shops, but only small bottles are left, and they cost a fortune. Very little information is available. Just felt like a moan. Lucky we have some wine and stuff left over from Christmas!!!

We are currently converting a mill into our home and we have a water meter although UU have no record. According to our searches we have no mains water and no sewerage?? although we have both?? We have telephoned UU that many times I couldn't tell you as all we want is our Lead supply to be changed or a new supply to be fitted. We've had a price off one UU man saying £500, then the next day we get a call saying this will be £1500 from the call centre. We give up! We look on the web site and they are supposed to replace all lead pipes for free, so we call again and they say "it's a commercial property according to our records so we won't replace the supply!!!" It's not been a commercial property for a whole year when we bought it and told them. We really give up! Can anyone help as UU control everything. We want to move in in 6 months.

For anyone reading this the only way forward with united utilites is to see legal advice from a solicitor; seems everyone on here is told the same story, everyone has over estimated bills, I have even contacted the useless consumer council for water, I've even been billed for double periods too.

I have received a letter stating that a leak has been found in the supply to my property. I have 7 days to fix it or United Utilities, under statutory powers will do the repair and charge for the work. But no one will give me any idea as to the extent of the leak, the date on which it was found and the vicinity. I also have to go to all my neighbours to discover who shares the line and therefore who pays. So what do I tell my insurance company? One incurs charges for a plumber before you have an estimate and United Utilities will not supply any information as to who shares the line. I don't particularly want to knock on my neighbours doors. Whilst I fully accept the responsibility for the supply pipe United Utilities are not providing any real assistance. I had better customer service living overseas in third world countries.

Just bought my first property - a one bedroomed flat in Cheshire and received a rated bill for £408.37. I told my parents who couldn't believe it - they have a 5 bedroom house about 5mins away and pay under half of this. I called UU for an explanation of this and they said it was because of the number of people who live in the property! God knows how many people they thought were living with me but they soon apologised and adjusted the figures! Cut the cost by over £200! Give them a ring with any queries they've probably got the house/flat occupancy incorrect!!

UU has a long standing habit of overcharging customers, not telling them when their account is in credit and then making a refund almost impossible. The result is, no doubt, huge sums earned each year in interest on money belonging to their customers. Has anybody else suffered this?

I have just read in the Daily Mail that the average for Water Charges in my area Northwest (United Utilities) are as follows:

Without Meter - £156
Single Person With Meter - £100.08
Family of 3 With Meter - £221.88
Family of 5 With Meter - £355.86

I would like to know where these figures are derived from? Because you can bet your life they are nowhere near anything like anything I have had to pay over the last 2-3 years? Am I being robbed? lied to? or just plainly conned? I have just had to pay £440.78 for my water this year and a similar figure for last years. I honestly feel like swearing and I can tell you if anyone from United Utilities was near me now I would want to inflict physical damage on them.

They waste more water through inefficiency and non-fixing of broken pipes and still dare to charge me for the privilege of only being able to use them. Apart from the fact that the water smells of bleach is orange in colour from time to time.

I remember when this would be called a monopoly and could be investigated, so tell me how this is allowed when they are not giving the service they say they are, droughts occur when we have the best rainfall to sunshine ratio and thepeople at the top pay themselves incredible bonuses for not reaching industry targets or the pathetic ones set by government, apart from the fact they are now run by foreigners who have no vested interest in making it work and just want the rich pickings that come from running (or not) these companies.

I don't expect my posting will make it onto the site but then again, who wants an honest opinion these days??

Funny thing is who do you ask to test your water to see if it meets the standards? Yes you guessed it the people who mess up in first place and why can I not find anywhere that will look at my bill or tell me what I should be charged??

A very disgruntled customer with nowhere to turn... What a marvelous country we live in...

After reporting, on this website, a loose grid on The Gravel, Mere Brow, which has been rattling for 2 years, we were graced with the presence of a 3 man contracting team this a.m. (5th time). Once again they have proceeded to repair the wrong grid. Admittedly they were given the wrong location on their worksheet, now that's a surprise, and we wonder why UU costs us so much. This is another example of their inefficiencies and blundering. Why only 5 stars!!!!!!

For over 2 years the residents on The Gravel, Mere Brow, have listened to the constant rattling of a loose grid cover in the road. Night and day, on this busy road, every vehicle passing over it manages to hit "the spot" sending crashing sound waves, enough to test the nerves of the most saintly individuals. Despite this having been reported and attended to by the "elite" U.U. workforce on several occasions they seem unable to resolve this simplest of problems, but alas, maybe I expect too much.

Can someone please explain why the field adjacent to Higher Rid reservoir in Lostock was mown recently,during an obvious lapwing nesting season, leaving the field covered in dead baby birds and smashed eggs ? Do you only employ blind, heartless morons to do your work ?
Yes ! I WOULD like an explanation.

Late April main drain blocked in my front garden UU have attended 3 times - no result. (v.deep drain half full) CCTV to be used within 2 weeks - no attendance. Spoken to 3 v.nice people at UU to-day - no result. The drain has now progressed to being 3/4's full of raw sewage!

Waiting 2 hours on the phone for nothing

Statement impossible to check. New charges 100% increase. Monopoly owned and unable to change supplier means the skies the limit.

We live in Northwich and on a regular basis, we can smell the sewage treatment works. We have lived here four years and have not smelt them until this year. The smells have got worse and more frequest. With the hot summer approaching, can you confirm this problem will be solved in the near future?