Important information about your Letter of Claim

This notice accompanies our Letter of Claim. Please read the Letter of Claim and all documents included in the pack carefully. The Letter of Claim has been sent under the Pre-Action Protocol for Debt Claims, which applies before court proceedings are started.

The purpose of the Protocol is to help us understand your position, exchange relevant information and try to resolve the matter without court proceedings where possible. Receiving a Letter of Claim does not mean that a court judgment has been entered against you.

What is included in your pack

The Letter of Claim, setting out details of the amount claimed and how it has arisen.
An Information Sheet explaining your rights and the steps you can take.
A Reply Form for you to tell us whether you agree with, dispute or need more information about the debt.
A Financial Statement for you to complete if you wish to make an affordable payment proposal.

What you need to do

Please complete and return the Reply Form within 30 days of the date shown at the top of the Letter of Claim. Use the form to tell us whether you:

agree that you owe all or part of the amount claimed;
dispute all or part of the amount claimed;
need copies of documents or further information;
are seeking debt advice; or
wish to propose a payment arrangement.

Return the completed Reply Form to United Utilities Water Limited, PO Box 457, Warrington, WA55 1WA or call us on 0800 912 7234. If you post it, please allow enough time for delivery and consider obtaining proof of posting. Keep a copy for your records.

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

If you dispute the amount or need documents

Please explain your reasons in the Reply Form and identify any documents or information you require. We will provide any requested document that is available, or explain why it is unavailable, as soon as reasonably possible and normally within 30 days.

We will consider the information you provide. Where we cannot resolve the dispute, we will consider whether discussion or another suitable form of alternative dispute resolution could help before court proceedings are started.

If you need debt advice

If you are seeking independent debt advice, tell us in the Reply Form and indicate when you expect to receive it. We will allow a reasonable period for you to obtain advice. We will not start court proceedings less than 30 days after receiving your completed Reply Form, or less than 30 days after supplying any documents you requested, whichever is later.

If you cannot pay in full

If you agree that an amount is due but cannot pay it in full, you may propose an affordable payment arrangement in the Reply Form. Please also complete the Financial Statement so that we can consider your income, essential expenditure and other financial commitments.

We will consider any proposal fairly and in light of your financial circumstances. If we cannot agree to your proposal, we will explain why in writing and will try to discuss an alternative arrangement with you. You must return the statement with the Reply Form within 30 days of the date shown on the Letter of Claim.

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

Help and support

Free and independent debt advice is available from organisations such as Citizens Advice, StepChange Debt Charity and National Debtline. Their contact details are included in the Information Sheet. Our support for customers who are having difficulty paying is also available here.

How the Letter of Claim may be sent

The Letter of Claim will be sent by post. Where we hold an email address we will also send a communication via email, if we do not hold a personal email address but hold another personal electronic contact method, we may use at least one such method to notify you. Please tell us promptly if any of your contact details are incorrect or have changed.

What happens next

If you respond, we will review your Reply Form and any supporting information and write to you about the next steps. If an agreement is reached, court proceedings should not be necessary while the agreement is maintained.