United Utilities Contact Number: Help & Support

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If you’re looking for a United Utilities contact number, you’ve come to the right place. We’ve got every United Utilities contact number, as well as other ways to contact United Utilities through social media and email.


There are many reasons why you might need the United Utilities contact number. Maybe you've just moved in and are looking to set up your water bill. Maybe you need to ask them about maintenance in your area, or you're just ringing up to pay your water bill. Whatever the reason, you'll find all the information you need in this guide.

United Utilities Contact Number

Depending on your United Utilities enquiry, you should choose the best United Utilities contact number for your needs. We’ve gathered every United Utilities contact number here so you can find the one that you need.

Department Phone Number Opening Hours
Unmetered Customer 0345 672 2888 Mon-Fri 8am-8pm
Sat 8am-4pm
Metered Customer 0345 672 2999 Mon-Fri 8am-8pm
Sat 8am-4pm
Water and Wastewater Emergencies 0345 672 3723 24/7
Automated Payments Line 0800 980 6050 24/7
Bereavement Helpline 0800 912 7249 Mon-Fri 8am-8pm
Sat 8am-4pm
Overseas Customers +44 207 197 0197 Mon-Fri 8am-8pm
Sat 8am-4pm
Complaints 0800 316 2125 Mon-Fri 9am-5pm
Water Meter Team 0345 072 6065 Mon-Fri 9am-5pm

United Utilities Opening Times

clock

Depending on your query, the United Utilities opening times vary. For most customers, the United Utilities opening times are good, being open weekdays from 8am to 8pm. This gives customers who have to work during the day some time to get their queries sorted over the phone. The United Utilities opening times for social media are also from 8am to 8pm.

If you are a customer who needs to make a complaint, you might find it a little more difficult as he United Utilities opening hours for the weekdays are during normal working house, 9am to 5pm. You can still reach United Utilities on the weekend as they are open from 8am until 4pm on Saturdays. United Utilities are closed on Sundays.

If you have an emergency situation or you need to make a payment, there is a 24/7 phone line open so you can call them if you need.

Not sure of your water payment options? It gets confusing with all the different household bills we have to manage. If you're unsure which methid is best for paying your water bill, we've put together a handy guide on How To Pay Your Water Bill to help you out.

Is There an 0800 Number for United Utilities?

Yes, United Utilities has two 0800 phone numbers that are free to call, but these are for customers who are either making a complaint or who have suffered a bereavement.

  1. 0800 316 2126 - Complaints department
  2. 0800 912 7249 - Bereavement helpline

When you call a regular United Utilities contact number, it’s an 0345 number. These numbers are not premium rate and cost the same as a local rate call. You can check with your network operator to find out how much it will cost to call an 0345 United Utilities contact number, but often these numbers are part of your plan or minutes.

How To Speak to a Human at United Utilities?

headset

It can be frustrating to call and press what feels like a million numbers when all you want to do is speak to someone. United Utilities contact number has an options menu, but we’ve listed the quickest ways to speak to a United Utilities customer service representative below.

United Utilities Contact Number: Unmetered or Metered?

Generally water companies will have two types of customers: unmetered and metered. If you are an unmetered customers, this means you do not have a water meter installed in your property and you are billed according to your property's rateable value.

If you are a metered customer you will have either a traditional or smart water meter installed and you will be billed according to your water usage (measured in m³) when you send a water mete reading to United Utilities If you have a property that was built recently, it is likely you will have a water meter. You can also request for one to be installed free of charge by United Utilities.

There is a separate United Unities contact number for both unmetered and metered customers. You can also check out our United Utilities Water Meter guide to learn more.

What is Rateable Value? Rateable Value was the way that council rates were calculated prior to 1990. Although this is no longer used, water companies still base their charges off of rateable value. Rateable value is calculated via an assessment of a property’s condition, age, and size.

United Utilities Contact for Unmetered Customers

house

If you are an unmetered customer, call 0345 672 2888, available weekdays 8am to 8pm and Saturdays 8am to 4pm.

When you first call the unmetered customers United Utilities contact number, it will read you a brief message and they will ask you to press 1 if you have any of the following problems or enquiries:

  • No water in the house
  • Poor pressure
  • Water discolouration
  • Blocked drains
  • You have a leak
  • Check the identity of a United Utilities employee

If your enquiry is about anything else, hold and wait for the main menu, which you will hear after a few moments.

The unmetered customers United Utilities contact number main menu has just two options.

  1. Card payment
  2. Moving house

You can press nothing and hold if you have any other enquiry, it will transfer you to a United Utilities customer service representative.

Should you choose Option 1 to make a card payment, you will need to know your United Utilities account number. You then Press 1 if you don’t have your account number to hand and it will transfer you to a United Utilities customer service representative to help you make the payment.

Option 2 will transfer you to a member of the United Utilities moving house team who will take your details and either register you as a new customer or help you move or close your account if you’re an existing customer.

How does my water bill compare? People up and down the country pay different water rates. If you are interested in finding out how much you’re paying United Utilities for your water services compared to the rest of the country, check out our guide on the Average UK Water Bill to find out more.

United Utilities Contact for Metered Customers

water meter

If you are an metered customer, call 0345 672 2999, available weekdays 8am to 8pm and Saturdays 8am to 4pm.

When you first call the metered customers United Utilities contact number, it will read you a quick message and they will ask you to Press 1 if you have any of the following problems or enquiries:

  • No water in the house
  • Poor pressure
  • Water discolouration
  • Blocked drains
  • You have a leak
  • Check the identity of a United Utilities employee

If your inquiry is about anything else, hold and wait for the main menu, which you will hear after a few moments.

The metered customers United Utilities contact number main menu has three options.

  1. Card payment
  2. Meter reading
  3. Moving house

You can press nothing and hold if you have any other enquiry, it will transfer you to a United Utilities customer service representative.

Should you choose Option 1 to make a card payment, you will need to know your United Utilities account number.

You can Press 1 again if you don’t have your account number to hand and it will transfer you to a United Utilities customer service representative to help you make the payment.

Customers who want to give United Utilities their latest meter reading can Press 2. This will put you through to the automated meter reading line. You will need to know your United Utilities account number. You can Press 1 if you don’t have your account number to hand and it will transfer you to a United Utilities customer service representative who will take your meter reading from you.

Option 3 will transfer you to a member of the United Utilities moving house team who will take your details and either register you as a new customer or help you move or close your account if you’re an existing customer.

Water and Wastewater Emergencies

megaphone

If you have an emergency, call 0345 672 3723, available 24/7. When you call, it will give you three options:

  1. Problem with your clean-water or wastewater
  2. Speak to a representative about your bill
  3. Make a card payment

Option 1 and 2 will transfer your call to a United Utilities customer service representative, whilst Option 3 will take you to the automated card payment line. By choosing Option 3, you will need to have your United Utilities account number handy to proceed.

Water has a funny taste? United Utilities is generally a soft water area so your drinking water shouldn’t have a strong taste. Sometimes United Utilities will use water from harder water areas, but this is generally blended with soft water due to demand. If you want to find out more about hard and soft water, check out our Water Hardness guide.

United Utilities Bereavement Helpline

If you suffered a bereavement, call the United Utilities bereavement helpline on 0800 912 7249, available weekdays 8am to 8pm and Saturdays 8am to 4pm.

The United Utilities bereavement helpline is only for customers who are calling regarding a bereavement. You should Press 1 if your call is about anything else. If you press nothing, it will transfer your call to a United Utilities bereavement team specialist who will help you.

The United Utilities bereavement team will close your account and make sure everything on the water account is settled.

United Utilities Contact for Overseas Customers

If you are an Overseas customer, call +44 207 197 0197, available weekdays 8am to 8pm and Saturdays 8am to 4pm.

globe in hands

Customers who are overseas and want to call a United Utilities contact number should call this number. This United Utilities contact number redirects to the Metered Customers helpline. See above for the metered customers options.

United Utilities Contact Number for Bill Support

Many water customers struggle to keep up with their Unitied Utilities bills and might need help in order to manage payments and help sort out their debt. There is a specific United Utilities contact number for those customers struggling with their water bills on 0800 076 6765, you can complete their struggling to pay form.

  • United Utilities Support Schemes
  • Back on Track
  • Payment Break
  • Payment Matching
  • WaterSure Scheme

If you need help paying your water bill, don't hesitate to give the United Utilities contact number for bill support a call.

United Utilities Email Address

The United Utilities email address for customers enquiries is [email protected]. There is also a United Utilities email address that is available for business or commercial customers.

There are alternatives offered instead of the United Utilities email address such as their online contact form or getting in touch with an agent on the United Utilities online chat. If you do use the contact form, a specific United Utilities email address will be made available when they respond.

United Utilities Online Chat

The United Utilities online chat is available via their social media channels Facebook and Twitter. You can use these social media channels to communicate with United Utilities via the chat option if the United Utilities online chat is unavailable.

The United Utilities online chat via social media is available Monday to Friday, 8am-8pm.

We recommend following the United Utilities social media accounts as they often provide useful updates about problems affecting the supply area that are affecting customers in a wider area, as well as useful tips for saving money on your water bills.

Facebook Messenger

speech bubbles

To use the United Utilities live chat via Facebook Messenger, you can visit the United Utilities Facebook page and click the button that says Send Message. This will open up a message box at the bottom of your screen if you’re on a computer, or it will open Facebook Messenger if you’re on a mobile device.

Type your message and wait for a United Utilities live chat representative to answer you.

Twitter

Customers who prefer to use Twitter to contact United Utilities live chat can do so by going to the United Utilities Twitter page and pressing the envelope icon. You can then write your message to United Utilities and wait for a United Utilities live chat representative to get back to you.

Alternatively, with Twitter, you can also post a public tweet to ask United Utilities your question. This can be useful if your query is more general, such as asking about a water leak, as other United Utilities customers will see it and might find it useful.

To send a public tweet to United Utilities, you can write your tweet and tag United Utilities by adding their Twitter handle to your message: @unitedutilities.

Write to United Utilities

If you would like to write to United Utilities about anything related to your United Utilities water account, you can do so at their address:

United Utilities
PO Box 453
Warrington
WA55 1SE

When you write to United Utilities, make sure that you include your United Utilities account number and your phone number so they have a way to contact you regarding your enquiry.

United Utilities Complaints

magnifying glass bill

Sometimes we need to make a complaint to our water company due to a leak or poor customer service. Most water suppliers, including United Utilities, have a similar four step complaints procedure to get your complaint resolved as soon as possible. Unfortunately, you can’t switch water suppliers, but there are other organisations that can help you if United Utilities fail you.

To make a United Utilities complaint, you will need to follow these steps in order:

United Utilities Complaints: Step 1

You must first raise your complaint with the United Utilities complaints department. You can do this by phone on 0800 316 2125 or by writing to them at:

United Utilities
PO Box 453
Warrington
WA55 1SE

They will record your complaint in their system and will try to solve the problem immediately if you’re making a complaint by phone. If you’re making a complaint in writing, they will send you a written reply within 10 working days.

United Utilities Complaints: Step 2

Should you be unhappy with how your complaint has been dealt with in Step 1, you can escalate your complaint to an agent who has not been involved in your complaint to carry out an independent review of your United Utilities complaint.

United Utilities Complaints: Step 3

Step 3 of the United Utilities complaints process is to send your complaint to the Consumer Council for Water (CCW). They are an independent body that represents customers who have a complaint with their water supplier. They are the Ombudsman for water.

You can make a complaint with the CCW if your complaint is unresolved after you have been through Step 1 and Step 2, and if your United Utilities complaint is unresolved after 8 weeks.

You can take your United Utilities complaint to the CCW is the following ways:

CCW Complaint Contact Method CCW Complaint Contact
Phone 300 034 2222
Website http://www.ccwater.org.uk/
Post CCW
1st Floor Victoria Square House
Victoria Square
Birmingham
B2 4AJ

Don't take your complaint to Ofwat! If you have a complaint or an ongoing dispute with a water company, do not take your complaint to the water regulator Ofwat as they will be unable to help you. Ofwat only deals with complaints about anti-competitive behaviour. If you have a complaint, the correct body to send it to is the CCW.

United Utilities Complaints: Step 4

Finally, if you are still unsatisfied after step 3, your last option is to take your United Utilities complaint to the Water Redress Scheme (WATRS). They will provide you with a binding decision; however, you will need to wait for notification from CCW before you can take your United Utilities complaint to the WATRS.

You can contact WATRS by phone or their website:

Or you can write to them at:

WATRS
Centre for Effective Dispute Resolution
International Dispute Resolution Centre
70 Fleet Street
London
EC4Y 1EU

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