United Utilities Water
Contact Details
Billing – Metered customers
United Utilities
PO Box 50
Warrington
WA55 1AQ
Billing – Unmetered customers
United Utilities
PO Box 459
Warrington
WA55 1WB
Contact Information
- Billing – Domestic customers, metered 0845 746 2222
- Billing – Domestic customers, unmetered 0845 746 1100
- Business customers 0845 746 2255
- Difficultly paying your bill 0845 746 2034
- Leakline 0800 330 033
- Water and wastewater enquiries & emergencies 0845 746 2200
- Pollution hotline 0800 195 1230
Customer services are open from 8am – 7pm on Monday to Friday and 8am – 1pm on Saturday.
General Information
United Utilities was created by the merger of North West Water and Norweb in November 1995. They are responsible water and wastewater networks as well as regulated electricity distribution in north west England and provide 2.9 million households with 2,022 million liters of water per day. The majority of water supplied comes from reservoirs with a small percentage from aquifers. Untied Utilities manage 140 treatment works, 381 service reservoirs and pump water through 40,600 KM of mains pipes.
- United Utilities provide water as well as dealing with the removal of waste water.
- The water that United Utilities supply is classed as soft to moderately hard.
Customer Services
United Utilities operate a Guaranteed Standards Scheme to ensure that all their customers receive a high standard of service at all times. Compensation is offered if deemed appropriate. United Utilities operate a Vulnerable Customer Scheme for their customers who receive certain benefits, as well as certain allowances for specific medical conditions. If you would like to apply for this then contact United Utilities on:
WaterSure (formerly known as our Vulnerable Customer Scheme) provides financial assistance to metered customers who use large amounts of water for essential purposes.
Telephone: 0845 309 3001
Minicom: 0808 143 1195
I live in Northwest and I am registered with UU. This supplier should be removed. My water bill has risen every year, this years it is increased nearly £150 a year. I am feeling like I am being legally robbed.
I have been having problems with United Utilities ever since we changed from direct debit to telephone banking and card payments two years ago. It seems they only know one way to resolve a problem, cut off your water and take you to court, despite you being registered with them as a vulnerable customer.
We started having payment difficulties, partly as our water bill doubled and partly as my husband had to give up work with cancer and incontinence. We went from paying £21.00 a month to a demand for £38.00 a month. Why? They put in new pipes, and someone has to pay for all of the leaks that they had while they did this. Put new pipes in the street mind, not our house!
We could not keep this up, along with many other bills so we got threatening letters despite paying what we had previously and telling them our problems.
I was told to claim Water Sure and to go on a special tarriff and they sent cards and set the new one at £25.00. Then they sent a bill for the year, and could not cope with the fact we were not paying direct debit. We were still making the monthly payment they set us on, so what was the problem? No-one seemed to know. We got told we had to go at least £200 in arrears to get some sort of help from the government and how much in arrears where we: £45.00 in credit!
Somehow we have now managed to get into arrears; £5.00 in arrears, but that does not count, so they agreed a payment scheme of £20.00 and sent us cards instead.
Then in March their legal department threatened to smash the door down and put a water meter in by force. The CAB stopped that nonsense and again they started the ball rolling to claim the help from the government and this time they told us we qualified. Two months communication went back and forth and nothing was sorted out and they said they would take us to court. Finally I demanded a call from a manager. A lady called Valarie rang me back and sorted it all out. She said we were not in enough arrears to claim the government help as we were only £20 in arrears. She put us on a social tarriff which is the same thing and sent us a new form that we filled in with our health problems and put us on a monthly budget scheme of £20.00. We received an apology, compensation and it was all in writing and we have a new agreement with them. So why 6 months later do I get another demand from their stupid legal team demanding £383.30 by 14 days or they will add another £100 to it for court costs, take me to court and if they get a judgement, they will add more costs to it?>
I was outraged: I made one phone call this morning: Take me to court and I will produce the letter from this Valarie and their managers apology and the agreement and may-be I will get a judgement against them and I am not paying it!
We are Extra Care Customers, but they do not care and they do not pay up under the Guarantee Scheme either despite not responding to me for two months last time!
What will my next move be?
I really do not know, but I am not paying more than the agreed £20.00 a month and they can take me to as many courts as they wish. I have an agreement which is legally binding and there is nothing they can do about it.
Cheers
Lyn-Marie
can not get hold of any body