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 would be very interested in customers and employees of United Utilities who have had problems with the following:
CLO’s and Network Owners who have had problems with WFM, raising further work, synchronising their toughbooks, issuing letters and raising DF notices. I would be interested in hearing your comments regarding solving these issues. What has been your response from management etc. Since November 2008. (Anonymously if you prefer)
Customers, I would very grateful if you would let me know if you have had to wait excessively long periods of time for appointments and have appointments cancelled, ignored, duplicated and generally how the appointments system has dealt with your complaints since November 2008.
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.
I work for UU and we try our best to gave the best Customer Service but sometimes you have got to think how we feel at the other end of the phone. We just work for UU, we don’t do the bills etc. Just think who your talking to and put yourselves in our shoes and do our job for one day because it is hard.
I rented a one bedroomed flat for 6 months. I’m very economical with water, only washing up every couple of days (only me there!) and frequently showering at the gym. Towards the end of my tenancy I finally received my water bill-where UU informed me that the annual charge on my property is £720. Yes, £720 for a one bed flat. I rang them up, whereupon I was given the party line about the rateable value of the property. The nice young man on the phone then told me to have a water meter fitted because I shouldn’t really be paying more than £20 a month, rather than the £60 I was being asked for. Had they sent me a bill or any indication of what I was to be charged when I moved in then I would have had a meter fitted immediately. Now apparently I have absolutely no leg to stand on and am expected to cough up the £360 for my 6 months tenancy. Well, they can take me to court if they want but I absolutely refuse to pay such an obscene sum and I will happily fight it every step along the way. They have had £180 out of me which I believe is a perfectly reasonable sum, and they will NOT get another penny.
I’ve got to say united utilities have the worst customer service I have ever known. They are bad mannered and plain rude!! I work in a call center for a gas and electric company and if we spoke to customers like they do we’d be sacked! They need to get staff who do the work they are supposed to do!
Moved in Sept 2009 and arranged a weekly direct debit to spread the charges, very helpful, first 6months @ £6.79 a week for a 3bed detached 1 ensuite, master bathroom and downstairs wash room, garden tap etc
I was happy… 6mth contract was renewed last week, no worries. New bill just came now 
for the next 12mth its gone up to £11.32 a week!! Is that still a good amount for the house?
Have just found UU have been billing myself for someone else for the same bill. Totally useless single visit from UU who discovered nothing and only found out by pushing myself that they had taken a metered feed from my feed and still billed me. I cannot express my dislike of this company in words I have spent many hours only to discover that there IS NO DEPTH TO HOW BAD THEY CAN BE!!! Why do these people have a monopoly????
We all live in UU area come on water is not free. Most of us always have delaying tactics when it comes to paying bills. As much possible we will not pay the water bill unless we receive disconnection letter or any court letter. BILLS ARE PAYABLE UPON RECEIPT; IF YOU WILL LOOK THERE IS NO DUE DATE.
We always say that we didn’t receive the main bill but how come we receive the disconnection letter? Funny isn’t it… business is a business…
I can feel for the customer service staff there – but there’s some incompetence going on there.
Currently they want to take me to court for a debt which doesn’t exist (my landlord has been paying the water) and for a time when I didn’t even live in the property.
Have had absolutely no joy via the usual channels for complaints – I phone up, they say they know what the problem is and it’ll all be rectified but a couple of days later yet another letter saying I owe them money. Been going on for around 8 months now.
Shall definitely be claiming costs. Can’t believe they keep doing this – either there’s some serious mess up between customer services and bill departments, or they think I’m going to pay a lot of money to them which I don’t owe them.
Awful company.
My water pressure varies between 0.5 bar and 6 bar. High is OK but when it drops to the low level it is impossible to take a shower. The problem is the variance is unpredictable. I live in Caldy in the Wirral and I have discovered it is a “Pressure Reduced Area”. I have had 3 inspections and all claim it is OK but iut isn’t. How do I escalate this to get a solution? Why will no one in UU “own the problem?