Most frequently asked in Bills & payments

What is your email address?

Please use this link to email us. Please make sure you fill in all boxes to help us deal with your enquiry as quickly as possible.

What are your opening hours?

Our water and wastewater emergencies call centre is open 24 hours a day, 7 days a week. The phone number is 0345 672 3723.

I have a disability, can you help me?

If you have a disability, our Priority Services are free and registering allows us to help those customers who would benefit the most from additional support and ensure we respond quickly to your particular needs.

I have a mental illness, can you help?

If you have or know someone who has mental health issues, our Priority Services are free and registering means that we can offer extra support designed around individual needs.

Why is there no payment slip on paperless bills?

Companies don’t include a payment slip on paperless bills because the slips need to meet quality standards set by the UK Payments Administration so that your payment can be processed quickly by banks and the Post Office

What is a rateable value?

If you do not have a water meter, we calculate your bill using the rateable value of your home plus a standing charge.

I can’t speak English, can you help?

If you would prefer to talk to us in a language other than English, we can arrange an interpreter, free of charge, to communicate with you using our ‘language line’ translation service when you call us.

How do I contact OFWAT?

Please use this link to go to the OFWAT website. Their website contains all their contact details.

You can also search within Bills & payments or view all our faqs

Most frequently asked in My Account

What browser versions does My Account support?

This application is compatible with Internet Explorer versions 7, 8, 9,10 and 11, Mozilla Firefox versions 3.5 and above, Google Chrome version 22 and above, Safari version 3 and above.

I've forgotten what email address I registered to log in to My Account with

click on ‘Forgotten which email address you registered with?’, under the box where you enter your email address. Enter your United Utilities account number OR your supply address. Answer to your security question and, once you have successfully answered the question, your email address will be displayed.

You can also search within My Account or view all our faqs

Most frequently asked in Moving home

Have you recently moved into a new home with a water meter?

If you’ve recently moved into a new home, this is likely to be the reason for an increase in your water use. You often use a lot more water when you move home due to cleaning the property, decorating and/or renovations so your first bill is likely to be higher than subsequent bills. Why not order some water saving freebies to help save water in the home? They’re easy to fit and will help to reduce both your water and energy bills.

I'm moving house, what do I need to do?

We know that moving home is stressful enough without worrying about your water supply – just give us a quick call on 0345 026 7661 and we’ll make the whole thing as easy as possible.

When should I let you know about my move?

Please let us know the date you are moving as close to your move date as possible (but no sooner than 28 days before your move) so that we can update our records.

Where is my water meter?

You'll usually find your water meter under the kitchen sink where your water supply comes into your home, in an underground box in the garden, or in the footpath outside your property.

I've moved house - when will I receive a bill?

Assuming you have already contacted us on 0345 026 7661 to let us know about your move, the final bill for your old home will be sent to your new address and should arrive within a week of moving into your new home.

You can also search within Moving home or view all our faqs

Most frequently asked in Saving water

How can I save water?

There are lots of small things you can do around the home to save water - from only switching on the dishwasher when it's full, to fixing that dripping tap.

What is a Save-a-Flush?

A 'Save-a-Flush' is a water absorbent plastic bag which, when dropped into a toilet cistern, expands and takes up some of the space that would normally filled by water.

You can also search within Saving water or view all our faqs

Most frequently asked in Water meters

I would like a meter fitted, what should I do?

You can apply for a water meter here and you can also find out everything you need to know about water meters, including the potential savings you could make, what they look like, and how we install them.

How much does water cost?

Water falls free from the sky, but collecting, treating and distributing it, as well as taking away your wastewater, relies on a huge 24-hour operation, and a vast network of pipes, treatment works and reservoirs.

When will you read my meter?

We try to read your water meter every six months, but the date depends on when we are next reading meters in your area.

Where is my water meter?

You'll usually find your water meter under the kitchen sink where your water supply comes into your home.

You can also search within Water meters or view all our faqs

Most frequently asked in Water & sewer issues

Why is my water discoloured?

Changes in the colour of your water can happen if we're carrying out some improvements to the water pipes in your area, or there's been a pipe burst that we've repaired.

Am I responsible for my wastewater pipes?

Yes - you are responsible for your internal plumbing (e.g. toilets and sinks), the guttering and drainage on the outside of your home, and the underground pipe which takes all your wastewater away (up to the boundary of your property).

Do you add fluoride to the water?

Fluoride occurs naturally in most water supplies, although in some parts of the North West we are required by Public Health England to raise the fluoridation levels.

How do I do a leak test?

This useful guide will talk you through all the ways you can check your water usage and spot those sneaky leaks.

Can I have a private leak repair?

If you discover that you have a leak on your water supply pipe (which is the pipe that delivers water into your home from the water main in the street) we can repair this free of charge.

How can I stop sewer blockages?

A major cause of sewer blockages - both on the public sewers and on customers' own drainage pipes - is flushing the wrong things down the loo. Items such as cotton wool, baby wipes and cotton buds can clump together, causing blockages, sewer flooding and major expense.

How will I know if I have lead pipes?

Many houses built before 1970 have lead plumbing and also a lead supply pipe (the underground pipe which connects your home to the water main in the street).

What is section 102?

It is a provision in the Water Industry Act which allows an owner of a private sewer to apply to their sewerage provider (United Utilities, in this case) to take over responsibility for the sewer.

Where are your offices?

Our Head Office is at Lingley Mere Business Park in Great Sankey, Warrington, in Cheshire, where we also have a large customer call centre.

What does United Utilities do?

We deliver 200 million litres of water a day to more than 3 million homes and businesses in the North West, as well as treating all the wastewater which disappears around the U-bend.

Can I carry out a leak repair myself?

Yes - as all the pipework within the boundary of your property is your responsibility to maintain, you are free to carry out any repairs yourself or arrange for someone else to do the work for you.

What is water flow?

Water flow is the amount of water that you are able to get through your taps.

Why does water pressure vary?

Pressure can vary at different times of the day and you may find that you have a lower or poor pressure during the mornings and early evenings when there is more demand on our water supply. Demand for water can also change depending on the season. For example in areas where there are lots of summer visitors or when crops need to quench their thirst.

What is water pressure?

Put simply it is the force that pushes water through your pipes from our treatment works to your taps.

What causes pipes to leak?

Lots of reasons: pipes are old or damaged; cold weather can freeze and crack them; tree roots and even building work can cause damage.

When is a leak not a leak?

A leak is often clear water which can be trickling or gushing from the ground, water lying over a drain after it's been raining probably isn’t a leak.

Why does it take a long time to fix a leak?

We may have to arrange an alternative water supply to customers and need to let them know how this will affect them. If roads need to be closed or diversions put in place we work with local authorities to make sure we keep the public safe. Sometimes problems also come up and we find we need different parts or equipment to fix the leak. When we dig down we sometimes find that other utilities near to the pipe are damaged, and they often have to be fixed first.

You can also search within Water & sewer issues or view all our faqs

Most frequently asked in Mobile App

Why won’t the mobile App install on my phone or device?

It could be because of the type of device you are using. Our mobile App is compatible with iPhones and some versions of Android devices, but is not available for Windows or Blackberry phones. You should also check your data storage in case you need to delete something on your device to make room for the App.

How can I reset my pin number?

You can reset your pin number via our mobile app by selecting ‘forgotten PIN?’. We will then show you the last 2 digits of the mobile number of the phone you have registered.

You can also search within Mobile App or view all our faqs