Phoned customer services and got through after only 2 menu's and a wait of under a minute. Spoke to someone who sorted me out at once, was polite, efficient and I couldn't ask for more. Only giving... ãã£ãšèŠã
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I had a problem with a meter reading that was inputted incorrectly. I rang up and also sent a picture of the reading on a certain date. Noah at leap quick changed it for me and adjusted my bill. Fanta... ãã£ãšèŠã
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Many thanks to Ruhammad with his helpful hand in solving my bill s problem. Ruhammad is very patient and professional in dealing with water bills problem. Thanks again
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Spoke to a really nice guy called Jamie who was absolutely brilliant answered all my queries. He stayed online with me while I tried to get onto my online account and helped me through everything and... ãã£ãšèŠã
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Leep Utilities (Leep) owns and operates regulated and non-regulated multi-utility networks across the UK. With sites in MediaCityUK, Liverpool Waters and Canary Wharf, our broad range of capabilities includes electricity, water and wastewater, alongside heating, cooling and hot water services.
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2nd Floor, Metro, 33 Trafford Rd, M5 3NN, Salford, è±åœ
- 0300 373 3540
- hello@leeputilities.co.uk
- www.leeputilities.co.uk
4.8
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Called Leep today and spoke to Sam heâŠ
Called Leep today and spoke to Sam he was absolutely brilliant, super helpful and patiently talked me through lots of steps for account set up. Amazing customer service a rarity these days .
2026幎9æ21æ¥
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Leep Utilities ããã®åç
Good evening Helen
Thank you so much for your fantastic feedback! Weâre delighted to hear that Sam was able to help you with your account setup and patiently guide you through all the steps.
Weâll be sure to share your kind words with Sam â itâs wonderful to hear that his helpful and friendly approach made such a positive difference. Thank you for taking the time to share your experience! ð
Have a great week!
Kelly
I spoke to Lily today who I foundâŠ
I spoke to Lily today who I found helpful, patient and knowledgeable. She resolved my account issue promptly. Thank you
2026幎9æ18æ¥
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Leep Utilities ããã®åç
Good morning
Thank you for your kind feedback! Weâre delighted to hear that Lily was helpful, patient and knowledgeable, and that she was able to resolve your account issue promptly. Weâll be sure to pass your lovely comments on to her.
Have a great day!
Kelly
Water query
Spoke to a really nice guy called Jamie who was absolutely brilliant answered all my queries. He stayed online with me while I tried to get onto my online account and helped me through everything and everything was explained perfectly. Nothing was too much trouble for him with my queries. Thank you Jamie for a very easy interaction and putting my mind at ease.
2026幎9æ17æ¥
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Leep Utilities ããã®åç
Good afternoon Catherine
Thank you so much for your lovely feedback! Weâre delighted to hear that Jamie was able to answer all your queries, patiently guide you through accessing your online account, and explain everything clearly. Itâs wonderful to know that he put your mind at ease and made the whole interaction so easy for you. Weâll be sure to pass your kind comments on to Jamie. Thank you for taking the time to share your experience!
Have a great evening!
Kelly
Lily was patient and displayed a warmâŠ
Lily was patient and displayed a warm and empathetic manner when listening to my tale of woe about your company's errors and poor communication when dealing with me (as a long standing customer).
2026幎9æ16æ¥
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Leep Utilities ããã®åç
Good afternoon Mr Dennison
Thank you for taking the time to share your feedback. Weâre very pleased to hear that Lily was patient, warm and empathetic while listening to your concerns. Weâre sorry that your experience with our communication and service fell short, particularly as a long-standing customer. Your feedback is important to us, and we appreciate you bringing this to our attention.
Have a great evening!
Kelly
Helpful and friendly
Mohammed was great put me at ease and good to talk to
2026幎9æ15æ¥
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Leep Utilities ããã®åç
Good morning Juliette
Thank you so much for your kind words! Weâre really pleased to hear that Mohammed made you feel at ease and was great to talk to. Weâll be sure to pass on your lovely feedback to him. We really appreciate you taking the time to leave a review!
Have a great day!
Kelly
Good company efficient service
Great customer service easy to use website etc
2026幎9æ14æ¥
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Leep Utilities ããã®åç
Good evening Kayum
Thank you for your lovely review! Weâre delighted to hear you found our website easy to use and were happy with the customer service received from Muhammed. We really appreciate your feedback and hope to welcome you back again soon!
Have a great week!
Kelly
Serial number wrong on our meter
I received a letter that was dated 20/07/2026 to say we have an unusual high water use, after moving into our new build property at the end of March of this year.
My partner emailed a meter reading to double check this. We received an email back on 01.08.26 to say the serial number for our meter reading that leep has does not match.
On 04.08.26 I rung and explained the situation. I was told because the property is new build sometimes this can happen and contractors send incorrect serial numbers. In order to resolve this, I was told to record the meter whilst the kitchen tap was running to prove it is our meter (flow test). This person was extremely helpful on the phone.
My partner was emailing back and forth for said video, we were told the video is in the incorrect format, and needs to be in the MP4 format. My partner paid for and downloaded an app in order to do this. We were then told they still could not view it. The file was too big and sent the video on a Google drive.
28.08.26 I was billed £272.67 I rung again to discuss this bill and was told I could go through my bank to refund the payment and the account will now be set at the original fixed payment whilst this is being investigated. I also asked if the video had been received and was told that only a senior team can access those documents so they were not sure. This person I dealt with a few times on the phone, who I found extremely condescending, unbothered and felt like they could have been more understanding and helpful.
I received a letter that was posted on the 01.09.26 to say my direct debit has been cancelled. I rung again to set up the direct debit again. I was told that this is a temporary measure. I asked how long this investigation should take and was told âshould be resolved quickly.â This issue obviously had not been resolved quickly. I explained how this had been going on since the 20th July and got a reply along the lines of âit shouldnât have beenâ. The fact this company takes at least, if not more, 10 days to reply to email is ridiculous. And when you do ring, youâre met with someone who talks over you on the phone, sounds really unbothered and not sympathetic at all.
I emailed again, sending a long email with all my evidence once again. This included time stamped photos of a one hour leak test and a video for a flow test. I had an email to say a flow test was still required.
By this point, I was at my wits end. I rung the company again, and finally, was put through to the lovely Jade. She caught herself up with my case, she told me all the stuff I had sent was sufficient and that it would be escalated to the correct team and sorted out. This review does not reflect on Jade at all, I would give her 5 stars and more.
The other phone handlers I have had to deal with I found completely unhelpful and quite frankly rude at times. I understand that it is frustrating having to deal with me calling constantly, and also how the issue doesnât personally involved them, but a little compassion and understanding goes a long way. I donât understand how Jade took one look at my case and sorted it all out, whereas the others just kept repeating themselves, telling me they could not access my documents to see if the video had come through and told me as long as I was being prompt with my replied then the matter should be resolved in no time.
The best of it? I was told the serial number leep has is not even for a water meter anywhere? I am being charged and my account is still in debit for a water meter that doesnât even exist?
Jade was completely reassuring and hopefully my case is finally being resolved.
2026幎9æ11æ¥
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Leep Utilities ããã®åç
Good afternoon Carey
Thank you for taking the time to share such detailed feedback. We are genuinely sorry for the frustration and inconvenience you experienced while trying to resolve this issue.
We completely appreciate how stressful and disappointing it must have been to receive a significantly higher bill, particularly after moving into a new-build property, and then have to repeatedly provide evidence and contact us to try to get the matter investigated. We also acknowledge your concerns regarding the delays in responding to your emails and the difficulties you experienced when trying to provide the requested meter evidence.
We are particularly sorry to hear that some of your interactions with our team left you feeling that you were not listened to or treated with the understanding and compassion you deserved. This is not the level of service we aim to provide.
We are, however, very pleased to hear about your experience with Jade. It is wonderful to know that she took the time to review your case, reassure you and ensure that the information you had already provided was escalated to the appropriate team. We will make sure your kind comments are passed on to her, as feedback like this is extremely valuable.
We also recognise your concern regarding the meter serial number and the account balance. We appreciate that being charged against a meter number which you have been advised does not correspond to a water meter would understandably cause considerable concern.
Please be assured we will be investigating your concerns raised and will provide you a timely response.
Kind regards
Kelly
Thank you again for your patience throughout what has clearly been a very frustrating experience. We sincerely apologise for the shortcomings in the handling of your case and are grateful for your feedback, which will be shared with the relevant teams to help us improve our service.
I spoke to Jade today and she wasâŠ
I spoke to Jade today and she was absolutely lovely and very helpful.
I was only on the phone for less than 10 minutes and she managed to set my direct debit up straight away no issues.
2026幎9æ11æ¥
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Leep Utilities ããã®åç
Good afternoon Georgina
Thank you so much for your lovely review! Weâre delighted to hear that Jade was able to help you quickly and efficiently, and that setting up your direct debit was so straightforward. Weâll be sure to pass your kind feedback on to Jade â sheâll be thrilled to hear it!
Have a great weekend!
Kelly
Appalling company
Appalling company. They have absolutely no idea how to correctly bill an account. I am consistently billed incorrectly & I call to correct their incorrect readings. I am asked to do flow tests which are completely unnecessary. I am promised call backs, they never happen. There is clearly a meter mix up unfortunately @LeepUtilities donât want to correct it.
Their customer service is non existent. Their staff send out grammatically incorrect emails which demonstrates their low acceptable standards. Avoid
2026幎9æ11æ¥
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Leep Utilities ããã®åç
Good afternoon Elaine
Weâre very sorry to hear about your experience and understand how frustrating it must be to repeatedly receive incorrect bills and have to contact us to resolve the issue.
We take concerns around billing accuracy, meter readings and communication very seriously. I will investigate the concerns you have raised, including the potential meter mix-up and the issues youâve experienced with billing and communication, and I will be in touch with you early next week.
Weâre also sorry that you were promised call-backs that didnât happen. This is not the level of service we aim to provide, and we appreciate you bringing these concerns to our attention.
Kind regards
Kelly
Helpful and professional
The member of staff I spoke to was very helpful and able to sort out an outstanding issue quickly and efficiently.
2026幎9æ8æ¥
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Leep Utilities ããã®åç
Good afternoon Jacky
Thank you for your kind feedback. Weâre delighted to hear that our team member was able to resolve your outstanding issue quickly and efficiently. We really appreciate you taking the time to share your experience.
Have a great evening!
Kelly
Staff responded very well to me.
Staff responded very well to me.
Positive altitude and reasonable
2026幎9æ8æ¥
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Leep Utilities ããã®åç
Good morning John
Thank you for your kind feedback! Weâre delighted to hear that Gemma responded well to you and that you found their attitude positive and reasonable. We truly appreciate your support and look forward to welcoming you again!
Have a great day!
Kelly
Quick and polite assistance
Quick and polite assistance, resolved my query with very confusing water bill
2026幎9æ8æ¥
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Leep Utilities ããã®åç
Good afternoon Anna
Thank you for your kind feedback! Weâre glad Muhammed could assist you quickly and politely, and help resolve your confusing water bill. We really appreciate you taking the time to share your experience.
Have a great day!
Kelly
Advisor was very helpful and to theâŠ
Advisor was very helpful and to the point. My doubts were clarified in a professional manner and extra helpful information was provided. waiting time was short unlike some other companies. Over all I am happy.
2026幎9æ8æ¥
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Leep Utilities ããã®åç
Good afternoon
Thank you for your wonderful feedback! Weâre delighted to hear that our advisor was helpful, professional, and able to clarify your doubts while providing additional useful information. Weâre also pleased that you experienced a short waiting time. Your satisfaction means a lot to us, and we truly appreciate you taking the time to share your experience.
Have a great day!
Kelly
Deborah was very helpful in helping meâŠ
Deborah was very helpful in helping me today on the phone and explaining the whole process. Iâve been left informed and very happy
2026幎9æ7æ¥
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Leep Utilities ããã®åç
Good morning Hannah
Thank you so much for your kind words! Weâre delighted to hear that Deborah was able to help you over the phone and clearly explain the process. Itâs wonderful to know you felt well informed and happy with the service. Weâll be sure to pass your lovely feedback on to Deborah!
Have a great day!
Kelly
Very happy with my call today
Very happy with my call today Jade was polite and explained everything to me well. I'm new to paying utilities so this was very important for me.
2026幎9æ7æ¥
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Leep Utilities ããã®åç
Good afternoon Joshua
Thank you so much for your lovely review! Weâre delighted to hear that Jade was able to explain everything clearly and make your first experience of paying utilities a little easier. Weâll be sure to pass your kind words on to her. We really appreciate you taking the time to share your feedback!
Have a great evening!
Kelly
Helpful and straightforward experience
I closed an account on a house I'd sold, gave a meter reading, paid the bill etc and Gemma who dealt with this was very helpful, professional and polite.
2026幎9æ4æ¥
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Leep Utilities ããã®åç
Good morning Mr Wiskin
Thank you for your lovely feedback. Weâre delighted to hear that Gemma was so helpful, professional and polite when assisting you with closing your account. Weâll be sure to pass your kind comments on to her. We really appreciate you taking the time to share your experience.
Have a great day!
Kelly
Iâve never had to deal with such anâŠ
Iâve never had to deal with such an incompetent company before! Their customer service is appalling. Theyâre constantly making mistakes and Iâm having to contact them and pretty much walk them through how to rectify their mistakes. Theyâve been nothing but a headache for me recently. I am disabled and was accepted for the Watersure discount. I was owed a refund of around £240 and now theyâve wrongly recalculated it and are trying to deduct half. Itâs taken me weeks upon weeks of stressful emails and phone calls to try and claw back whatâs rightfully mine. I originally changed my payment date and they didnât cancel the first payment, so then took 2 payments within 10 days of each other, totalling £216! I had to get the money back via my bank and was told by someone at Leep that they couldnât stop it happening again their end and so I didnât set up a new direct debit straight away. It seems they canât control much their end. What CAN they do I wonder?! They wanted me to send my confidential bank details via an unencrypted email so that I could set up a new direct debit before theyâd send me my money back. They told me it would be in my bank within 2 weeks. 2 weeks later there was no sign of it and I received an email stating the refund was rejected because I needed to send a photo of my water meter. Why that took them 2 weeks to request that, Iâll never know. Now of course, as I mentioned, theyâve âstolenâ half of it by mis-calculating the figure. Letâs face it, they donât want to pay you the money youâre owed. They cling on to it and come up with new ways to stop you getting your refund. If only we could shop around and choose a decent water companyâŠ
2026幎8æ22æ¥
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Leep Utilities ããã®åç
Hello
Weâre very sorry to hear about the difficulties and frustration youâve experienced. We understand how stressful it must have been to have to make repeated contact regarding your account, payments, Watersure assessment and refund.
We take the concerns youâve raised seriously, particularly around the incorrect calculation and the delays in processing your refund. This is not the level of service we aim to provide, and weâre sorry that weâve added to what has already been a difficult situation.
Weâd like the opportunity to investigate this fully and make sure your account is reviewed and any outstanding issues are resolved. Please contact me FAO Kelly @ headofcustomerservices@leeputilities.co.uk with your account details so we can locate your case and look into this further.
Many thanks
Kelly
Clear and concise customer serviceâŠ
Clear and concise customer service agent who was helpful and resolved all our issues promptly
2026幎9æ4æ¥
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Leep Utilities ããã®åç
Good morning Mr Wood
Thank you for your positive feedback. Weâre pleased to hear that our customer service agent was clear, helpful, and able to resolve all your issues promptly. We really appreciate you taking the time to share your experience.
Have a great day!
Kelly
Great service today
Great service today - really helpful and knowledgeable.
2026幎9æ4æ¥
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Leep Utilities ããã®åç
Good afternoon Emma
Thank you so much for your lovely review! Weâre delighted to hear you received great service and found our Jade helpful and knowledgeable. We really appreciate your kind words and hope to see you again soon!
Have a great weekend!
Kelly
Excellent service
My call was answered immediately, after the usual warning about abusing staff, and I was treated with courtesy and helpfulness. My request to reduce the proposed monthly charge was accepted without fuss and an acceptable compromise made. If only all business calls could be as helpful as this.
2026幎9æ3æ¥
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Leep Utilities ããã®åç
Good morning Hugh
Thank you so much for your kind review. Weâre delighted to hear that you received prompt, courteous and helpful service with Jade, and that we were able to reach an arrangement that worked for you. We really appreciate your feedback and are pleased we could make your experience a positive one.
Have a great day!
Kelly
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