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 knew I would not be occupying a property for twelve months. I rang United Utilities who told me they would cut off the water supply and there would be no bill to pay. I asked if that was true and they said yes. Twelve months later – after returning to the country – I find that United Utilities have taken me to Court and received judgment against me for nonpayment.
Quite simply they could have told me that the bill would still be due. I would have payed it a year ago.
So now United Utilities are obliged to write to me every time they wish to communicate. I have written and withdrawn their “right” to use a call centre. Funnily enough, it was their solicitor that suggested this.
Where I live has been flooded 3 times in 20 days… we are still waiting for compensation from our cars being written off and is just a joke – what do I do buy a new car for it to be written off again! – I cannot afford the stress, financial pressure and worry that it could happen again – once is bad enough – twice is shocking but 3 is unbelievable and this one was the worst!!!!!!!
I recently converted an old garage into two flats. As we were still using the garage we built on top of the garage and continued to use the garage until we decided to turn it into the second flat. UU came and fitted a new supply with a water meter to the upstairs flat. They charged an absolute fortune for this work, however as no one else can do it we just had to pay up! No bills have ever been generated to this new property and the bills keep coming to the garage. After possibly 20 or 30 calls they say they have no record of this and should have been informed by the local council officially about the change and to prove it had the necessary planning permission. The local council have emailed them on two separate occasions and sent me copies of the emails to prove that planning permission was given and that the building is bona fide. We just cannot get through to UU for someone to change it. Every time we get through, we find a very nice person who says they cannot do it, “I will put you through to metering” or some other department. They never ever seem to be able to connect to this department. They then give you a direct number which is answered by a machine asking for the reference number of the property. As the property has NO reference number we can’t answer that question. The machine says “hold,and we will contact an advisor” or similar words. The phone has been ringing now since I started typing this and the clock on my phone says 22minutes 41 seconds and still counting. I am hanging up now and the time on the clock is now …….25 Minutes. Pathetic 0 out of 5
I am a single senior citizen living in a one b/roomed flat.. 12 months ago I had a meter fitted. As I was led to believe it would save me money. I find 12 months on I am out of pocket by over a £100 + a year. A big con.. the d.d payments have shot up from £4.51 a week to £7.97.. why did it take 12months for the company to inform me that my consumption had increased.. they allowed me to get into debt.. I am going back to rateable meter..
I too work for United Utilities in the billing department!
I still don’t understand what all of the moaning is about, if you read the post… Posted by Pheonix, 3rd January 2009, all will become clear!!
If you’re struggling financially and are genuine, call us for the arrears allowance scheme or trust fund. If you are cross on the phones then how are we supposed to help you?? Geeze!!
For those living in the North West of England and buying water from United Utilities, it must make you angry to pay high prices for something that falls quite freely from the sky in your region to a company that cannot provide storage of enough of that rain to avoid Hosepipe bans so early in the summer. Their priorities are Directors high salaries first, shareholders big dividends second, and way, way, down at the bottom – customers.
Please tell me if being on a ”PAYMENT PLAN” I am funding United Utilities employees HOLIDAYS, BONUSES OR CHAMPAIGN AT THE CHRISTMAS PARTY?
The water board should take more consideration for filtering the water. The many prescription medicines in the water is beyond a joke.
I would like to ask there was a major leak in the parr, st.helens area and we had no water for two days, no hot water and no pressure at first. Myself and my young son had used the water for oral hygiene and the water seemed ok, when I flushed the wc the water was brown, since this me and my son have had vomiting and diarrhea. Also I have contacted friends and family in the area and they have been ill. We need to know this water is safe and what it give us, and will we get a reduction off our water bill due to this?
My Saga
I am absolutely bloody furious with United Utilities, I have been given the run around since the beginning of July and it has seriously got beyond a joke.
At the start of July, I had raw sewage in my cellar, the following day someone came out to sort out the sewage and the day after that someone came out to find out why the sewage had come in the cellar in the first place. Great service I thought, little did I know.
The end result was tree roots had broken the pipe, a blockage had occurred and the sewage had flowed back down into the cellar. The fix apparently is to put in a new manhole cover and cut back the tree roots and fix the pipe. Given that no one was exactly clear as to how long the blockage had been building up for, whether it would reoccur quickly or not, I thought the work would be done relatively quickly. I left it about two or three weeks to make the first phonecall and was told that the job had been sent to Enterprise so they could install the manhole cover and someone would ring me the following day and tell me when this would happen. Of course, no call was forthcoming, about a week and a half later I phoned again and was told that Enterprise were the bad guys and someone would ring me back once they had spoken to them probably the following day by midday. Of course that day came and almost went so I phoned again to first ask why my call hadn’t been returned and when exactly was someone going to phone me, the call was escalated or some such phrase to complaint level (funny I thought the call the day before had been a complaint but what do I know) and someone would phone me back. If I remember rightly no one called and I phoned yet again and was told it would go further up the complaint levels. This time somebody did call back and told me that the person concerned was off until the following week but would call me. That same day I had another call to say the work would be completed within the next two weeks (this was around the start of August), then the following day someone else phoned and told me the same thing. Two weeks and one day later someone from United Utilities did indeed turn up, unfortunately he was the guy who cut back the roots and fixed the pipe, as opposed to the guy who installs a new manhole cover so that said rootcutter and pipe fitter can access said roots and pipes. This was blamed on two week timetables and four week timetables and happens a lot apparently. I either phoned United Utilities that day or the following day and guess what “Someone will call you back tomorrow”. Of course you must know by now what happened, yes absolutely bugger all.
Which brings me to this week, on Tuesday I summon up some degree of enthusiasm to start the process again. I spoke to a very nice man who promised me a call back by the end of the day or by the following morning. I have to say I viewed that with some degree of scepticism so almost fell off my chair in shock when I got a call a mere 30 minutes later. It is at this point I find out that the request for a manhole cover has never actually been made, raised or however you phrase things. I was stunned, how come it has taken this long before someone actually read the notes properly and did their job? Anyway yet another surprise I get a call to say that the workmen would be arriving to do the work (not sure whether just manhole cover or manhole cover and tree roots but still struggling not to lose the will to live in any event) today, 8th September 2010.
Now wait for it…..did they turn up? I guess you know the answer to that one, if you don’t you really should pay attention, so on the phone once more. At about 3pm I speak to yet another customer service person who yet again reads my file, they confirm the job is due to be done on 8th September 2010 and someone would look into it and call me back by the end of the day. It’s now 10.20pm, am assuming that I am not getting that phone call then!
They may turn up tomorrow, they may not, I may get a return phone call tomorrow, I may not, I may get more sewage in my cellar tomorrow, I may not hence the reason why I am bloody furious.
I am in poor health, as a customer I should not be treated like this, I worry that more sewage is going to come in, I have water coming in elsewhere in the cellar and I am sure it is the result of a different damaged drain but can’t face starting the whole process all over again. I have had compensation for the sewerage problem but I feel that I deserve some further recompense for all the hassle I have had since.
I am working on the basis that sod’s law says that once this letter is in the post then the workmen will turn up and the work will get completed but quite frankly I will not be holding my breath