Contact us

About your bill or account

Need help with your bill or water account? Speak to one of our friendly customer service team, here to help you on:

Paying your bill

  • You can quickly and easily check your balance or make a payment on our automated line.
    Call 0800 980 6050
  • If you're finding your bills hard to manage, there are lots of ways we can help.
    Just give us a call on 0800 072 6765

Moving home? Call our team on 0345 026 7661 and we'll sort out changing your details for you over the phone, no problem.

Bereavement: If you have recently lost a loved one and need help with closing or moving their account, you can call our bereavement team on 0345 072 6093.

If you are a business: Following changes to the water market in April 2017, you will need to contact your retailer direct to discuss your water account. You can find these details on your recent water bill or visit the Open Water website for more information.

About your water or wastewater services

Water and wastewater queries & emergencies Got a burst pipe, blocked drain or sewer? Worried about the colour of your tap water or your water pressure? Our team are here to help, 24 hours a day, on 0345 672 3723.

Report a leak If you've spotted a leak in the road or footpath, please let us know - call us on 0800 330 033 or use our Report a leak form.

Priority Services If you need a little more support due to age, ill health, disability, mental health problems, financial worries or language barriers, you could be eligible for Priority Services. Please get in touch with the dedicated team and we can sign you up on 0345 072 6093.

Pollution hotline If you spot a pollution issue on United Utilities land, or in a reservoir or river, you can call our hotline on 0800 015 1230.

Are you unhappy with the service you have received from us?

We hope you never have to complain, but we know that we don’t always get everything right.

If you feel we’ve fallen short and haven’t been able to help sort your issue, please phone our complaints team on the numbers below and we’ll try to help you there and then. And if we can’t resolve things straight away, we promise to come back to you as soon as we can.

To talk to us about your bill, payment issues or how we charge you, please call 0345 075 0711.

To talk to us about water or wastewater issues, please call: 0345 075 0713.

We're here to help between 8am-8pm, Monday to Friday and 8am-4pm on Saturday. If you have hearing or speech difficulties and use a textphone, please dial 18001 before dialing this number.

For further information, see our Complaints Procedure booklet (PDF 2,010 KB opens in a new window) which explains fully the steps we take to resolve any issues you've had with the services you've received from us.

If you feel that our response doesn't help to resolve your issue, you will then be able to refer your complaint to the Consumer Council for Water, an independent body that represents customer interests. Their contact details are: Consumer Council for Water, First Floor, Victoria Square House, Victoria Square, Birmingham B2 4AJ Tel: 0300 034 2222 or visit the Consumer Council for Water website


Our customer promises

We aim to give you great service

Your satisfaction is really important to us, so we aim to keep improving what we do by listening to your needs. And if things go wrong, we’ll put it right as quickly as possible and, where necessary, we’ll compensate you.

Our Standards of Service booklet (PDF 576 KB opens in a new window) sets out all the standards you can expect to receive from us and what we'll do if things go wrong.

  • I want to pay my bill, how can I do this?

    We have a wide range of payment options to suit all customers.

  • Why has my Direct Debit increased?

    There could be a number of reasons why your Direct Debit is higher than expected.

  • How do I change my bank details on my Direct Debit?

    Please call us on the following numbers to change your bank details:

  • Can I view my bill online and stop receiving paper copies?

    Yes - once registered for My Account, our free online service, you can choose to view and download your bills online rather than waiting for them to arrive through the post.

  • How can I request a paper copy of my bill?

    Please call our billing team on the following numbers to request a copy of your bill

  • How can I register for My Account?

    You can register from the My Account home page.

  • 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.

  • Will I get a refund if there is credit on my account at my old home?

    If you're moving home within the our region (North West England) any credit on your account will automatically be transferred to your new address and will appear on your next bill.

  • What water saving items do you give away?

    We offer a choice of free items including a save-a-flush, a shower regulator, a shower timer, a tap insert and a 'toothy timer' for the kids.

  • Do you sell water butts?

    Yes we do.

  • 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.

  • Will installing a water meter save me money?

    The majority of our customers who switch to a meter make a saving on their water bills.

  • I have moved into a property with a meter can I have it removed?

    No - if there was already a meter in the property when you moved in then you’ll be charged using your meter readings and you can’t be charged on a non-measured basis (rateable value).

  • What is an Automated Meter Reader?

    An Automatic Meter Reader (AMR) meter can be read remotely rather than having to visit your home to manually read your meter.

  • What is the water hardness for my area?

    You can find this out (along with lots of other interesting facts about your water) by entering your postcode in our water quality search.

  • I have no water (or low pressure), what should I do?

    If you have no water or your water pressure has dropped so there's only a trickle coming out of the tap, don’t panic - there may be a pipe burst which is affecting your water supply

  • I have a blockage in my sewer. Please can you come and fix it?

    We'll certainly try to help if we can.

  • Why have I received a text message about updating your app?

    We’ve made some important changes to our app. You will need to update to the new version of our app (version 1.1.4) by 26th April 2019

  • I submitted a meter reading on the App – why isn’t it showing on my readings history?

    If the reading was submitted recently, it might need a bit more time to show up on your account.

  • Why won’t my meter reading submit?

    Please double check that the reading you are entering is correct

View all FAQs

Need some help?

Ringing from abroad? 
You can give us a ring on + 44 207 197 0197

Deaf, hard of hearing or speech difficulties?
If you have hearing or speech difficulties and use a textphone, you can access our Text Relay service by dialling 18001 followed by the number you need. If you ever need a face-to-face meeting with us, we can also arrange for a sign-language interpreter to be at the meeting if this would be helpful.

Opening hours
We are open Monday-Friday, from 8am-8pm; and Saturday from 8am-4pm, excluding bank holidays.

Want to pay by cheque?
Write your account number on the back and send it to United Utilities, PO Box 11249, Harlow, CM20 9NN


Priority Services

Our Priority Services are free and allow us to help our customers who might benefit most from additional support due to things like age, disability, mental health problems or language barriers

See if we can help

Received great service?

Have you received excellent customer service? Do you want to say thank you? Or if you've got any ideas to help us improve, we'd love to hear them - send us a WOW nomination!

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