United Utilities at a Glance

United Utilities Water Limited is the largest listed water company in the UK and delivers clean water and wastewater services to roughly 7 million residents across the North West of England. The supply area stretches from Cumbria and the Lake District through Lancashire, Greater Manchester, Merseyside and Cheshire, and extends into part of Derbyshire. The company is privately owned and listed on the London Stock Exchange.

Because you cannot switch household water supplier in the UK, every home in the North West region is automatically served by United Utilities. That makes knowing the right contact details, the My Account portal and the meter-reading process especially important - they are the only way to manage your water account on a day-to-day basis.

United Utilities company key facts
Key Fact Detail
Customers served≈ 7 million people
Service areaNorth West England (Cumbria, Lancashire, Greater Manchester, Merseyside, Cheshire, part of Derbyshire)
ServicesDrinking water supply and wastewater (sewerage)
OwnershipPrivately owned, listed on the London Stock Exchange
Main customer line0345 672 2888 / 0345 672 2999
24/7 emergency line0345 672 3723

Source: United Utilities published customer information.

United Utilities Contact Number

There are many reasons you might need to call United Utilities - setting up a new account after moving in, reporting a leak, asking about a bill or paying a balance. The company has a dedicated contact number for each type of enquiry, and picking the right one saves you time waiting on hold. The table below lists every published United Utilities phone number along with its opening hours.

United Utilities customer service phone numbers by department
Department Phone Number Opening Hours
Non-metered homes0345 672 2888Mon–Fri 8am–8pm, Sat 8am–4pm
Metered homes0345 672 2999Mon–Fri 8am–8pm, Sat 8am–4pm
Water emergencies0345 672 372324 hours, 7 days
Priority Services0345 072 609324 hours, 7 days
Moving & empty home team0345 026 7661Mon–Fri 8am–8pm, Sat 8am–4pm
Billing problems0800 072 6765Mon–Fri 8am–8pm, Sat 8am–4pm
Billing complaints0345 075 0711Mon–Fri 8am–8pm, Sat 8am–4pm
Water supply complaints0345 075 0713Mon–Fri 8am–8pm, Sat 8am–4pm
Automated payments line0800 980 605024 hours, 7 days

Source: United Utilities published customer contact details. Calls to 0345 numbers cost no more than a standard landline call and are usually included in inclusive minutes bundles; 0800 numbers are free from UK landlines and mobiles.

Looking for a full breakdown of each line, IVR menus and the fastest way to speak to a human? See our dedicated United Utilities contact number guide.

United Utilities on Social Media

United Utilities maintains two active Twitter (X) accounts: @unitedutilities for customer support, staffed 8am to 8pm on weekdays, and @uugroupplc for corporate and investor information. The company also has a LinkedIn presence, but it is focused on recruitment rather than customer support, so it is not the right channel for account or billing questions. For a fast written reply during office hours, a direct message on Twitter or Facebook Messenger is usually the quickest alternative to the phone.

United Utilities Login (My Account)

The United Utilities My Account online portal is the easiest way to manage your water account without picking up the phone. After logging in with your registered email address and password, you can handle almost every routine task in one place, at any time of day. It is free to use and available to every household customer.

Once signed in to the portal, customers can:

  • View and update personal account details
  • Check billing information and download past bills
  • Pay a bill online by debit or credit card
  • Update or change payment methods
  • Set up or amend a Direct Debit
  • Notify United Utilities of a house move
  • Submit meter readings for metered properties

If you have forgotten your login credentials, click the "Forgot Password" link on the sign-in page and enter the email address registered to your account. United Utilities will send a secure link to reset your password. If the email never arrives, check your spam folder first - if it is still missing, call the relevant customer service number listed above and ask a representative to unlock your account.

First time using My Account? You will need your United Utilities account number (printed on any bill or welcome letter) and a valid email address to register. Once created, bookmark the login page so you can find it quickly next time.

United Utilities Moving Home

Whether you are moving into, out of or within the United Utilities service area, you must let the company know so your account can be updated or closed. Contacting United Utilities promptly protects you from being billed for water used by another household and ensures any credit on your account is refunded. There are three moving scenarios, each handled slightly differently.

The Three Moving Scenarios

  1. Existing customer moving within the North West - your United Utilities account moves with you to your new address.
  2. Existing customer relocating outside the service area - your United Utilities account is closed and a final bill is issued.
  3. New customer transferring from another water supplier - a new account is opened for you at the North West property.

Information You Need When Notifying a Move

To make the call as quick as possible, have the following details ready before you phone the Moving & Empty Home team on 0345 026 7661 (Mon–Fri 8am–8pm, Sat 8am–4pm) or log in to My Account to submit the move online:

  • Your confirmed moving date
  • A final meter reading from the property you are leaving (if metered)
  • Your new address and a forwarding address for the final bill
  • Your United Utilities account number (if you are already a customer)

United Utilities Moving Home FAQ

Your final bill will be sent to your new address as soon as possible after you submit your moving notification to United Utilities. If you had a meter, the final bill is calculated using the closing reading you provide.

Yes. Call the Moving & Empty Home team on 0345 026 7661 to let them know the property is unoccupied. This protects you from being billed for consumption at an empty address and lets United Utilities pause charges where applicable.

Potentially - if you have a water meter. Submitting a final meter reading allows United Utilities to work out whether you are owed money or have an outstanding balance, and any credit left on the account will be refunded to you.

No. UK household customers cannot switch water supplier - the supplier is determined by the address. If you move within the North West you will still be served by United Utilities; only a move outside the region will transfer you to a different water company.

United Utilities Water Meter

If your home has a water meter, United Utilities bills you according to your actual consumption rather than the property's rateable value. Water usage is measured in cubic metres (m³), where one cubic metre is equal to 1,000 litres. Knowing what that really represents in everyday terms makes it much easier to picture your water bill.

What Does One Cubic Metre Actually Look Like?

One cubic metre of water (1,000 litres) is roughly equivalent to:

Household activities equivalent to one cubic metre of water
Activity Equivalent in 1 m³
Toilet flushes111
Showers28
Baths13
Dishwasher cycles32
Washing machine cycles12

Source: United Utilities household water usage guidance.

How to Read Your United Utilities Meter

When taking a reading, only record the black digits displayed on the meter - ignore any red digits, which represent fractions of a cubic metre and are not used for billing.

Water meters are typically found in one of the following locations:

  • Under the kitchen sink
  • In a downstairs toilet or cellar
  • On an external property wall
  • In the footpath outside the property, under a small cover

A flat-head screwdriver may be useful to open the cover of indoor meters safely. Readings are collected by United Utilities twice a year, but automated (smart) meters transmit data directly and do not need a manual reading.

Want step-by-step photos of where to look and how to submit a reading? Visit our dedicated United Utilities water meter guide.

United Utilities Pay Bill

United Utilities accepts a wide range of payment methods for water bills, so you can pick the option that best suits your circumstances. The most convenient route for most customers is to set up a Direct Debit through My Account, but traditional phone, bank, cheque and cash options remain available.

United Utilities payment methods
Method How it works
Phone paymentCall the automated line on 0800 980 6050 with your bill handy and pay by debit or credit card. Available 24/7.
ChequePost a cheque to United Utilities Water Limited, PO Box 11249, Harlow, CM20 9NN. Write your customer account number on the back of the cheque.
CashPay at any Payzone location or post office. Take your bill or United Utilities payment card with you.
Bank counterVisit your own bank or building society branch. Fees may apply depending on your bank.
Standing order / BACSBank: NatWest Bank PLC · Sort code: 01-09-17 · Account number: 58933956. Use your United Utilities account number as the payment reference.
My Account onlineLog in to the United Utilities online portal to pay by debit or credit card or to set up a Direct Debit.

Source: United Utilities published payment details.

United Utilities FAQ

United Utilities is the largest listed water company in the UK, supplying water and wastewater services to around 7 million people across the North West of England - including Cumbria, Lancashire, Greater Manchester, Merseyside, Cheshire and part of Derbyshire.

The main United Utilities customer service number is 0345 672 2888 for unmetered customers and 0345 672 2999 for metered customers, open Monday to Friday 8am to 8pm and Saturday 8am to 4pm. For 24/7 emergencies, call 0345 672 3723.

Go to the United Utilities website and click My Account. Enter the email address and password you registered with. If you have forgotten your password, click Forgot Password and enter your email to receive a reset link.

Call the Moving & Empty Home team on 0345 026 7661 (Mon–Fri 8am–8pm, Sat 8am–4pm) or submit your move through My Account. Have your moving date, a final meter reading (if metered) and your new address ready.

Only record the black digits shown on the meter - ignore red digits. Meters are typically located under the kitchen sink, in a downstairs toilet or cellar, on an external wall, or in the footpath outside the property under a small cover.

You can pay by Direct Debit through My Account, by debit or credit card on 0800 980 6050 (24/7), by cheque to PO Box 11249 Harlow CM20 9NN, in cash at Payzone or post offices, at your bank, or by standing order to NatWest Bank PLC sort code 01-09-17 account 58933956.

More United Utilities Guides

Explore our full set of United Utilities resources and wider UK water guides:

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