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Help with Your Account: Understanding Your ‘Notice of Intended legal action’

If we have sent you an Outstanding Charges Notice letter titled ‘We are about the start legal action against you’, it means your water account is significantly overdue, and we are preparing to take legal action to recover the outstanding balance.

Under the UK's Pre-Action Protocol for Debt Claims, we are legally required to send you this formal notice before we can involve the courts. However, court is always our absolute last resort. This process is designed to give us one final opportunity to work together, look at your situation, and find an affordable way forward without the need for legal proceedings.

Here is what you need to know about what you need to do next, and where to get support.

📝 What You Need to Do Next

To stop the court process from moving forward, you must engage with us. Please do not ignore this letter; doing so can lead to a County Court Judgment (CCJ), which can negatively impact your credit rating and make it harder to get a phone contract, loan, or mortgage in the future.

  1. Step 1: Complete and Return Your Reply Form

    You have 30 days from the date at the top of your letter or digital communication to return a Reply Form to us. You can use it to let us know if:

    • You agree you owe the balance.
    • You dispute the amount (for example, if you think the billing dates are wrong because you moved out).
    • You are currently seeking free debt advice and need more time.

    Please read the document carefully and return any completed forms to United Utilities, PO BOX 457, Warrington, WA55 1WA. Please make sure that you allow adequate time for posting and that you obtain proof of postage as it is your responsibility to ensure your reply form is received by the company.

    Click here to download a copy of the Reply Form (PDF 64 KB opens in a new tab)

  2. Step 2: Propose a Payment Plan

    If you owe the money but cannot afford to pay it all at once, we want to help. Fill out the Financial Statement form to show us your income and essential living costs. Based on this, you can suggest a realistic monthly payment plan that you can comfortably afford.

⏱️ Important Deadlines & Process Extensions

  • The 30-Day Reply Window: We must receive your Reply Form within 30 days of the date on your letter.

  • Extra Time for Advice: If you tick the box on the form stating that you are seeking free independent debt advice, we will automatically extend your account pause for another 30 days to give you time to speak with an advisor.

  • If You Request Documents: If you ask us for copies of older bills or statements on your form, we will provide them within 30 days. We will then give you an extra 30 days from the date we send them to review the information before taking any further action.

Click here to download a copy of the Reply Form (PDF 64 KB opens in a new tab)