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... See more
Company replied
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Review summary
Created with AI, based on recent reviews
What people talk about most
Reviews shaping this summary
How rare these days to be able to call a company who employ people to answer the phone. Not only that, they speak and understand English. Gemma was fabulous from start to finish. Understood the query... See more
Company replied
Brilliant, professional and caring staff. Michelle was very nice, answers were professional and quick. She understood my problem and hopefully it will be sorted out this week. She also explained me... See more
Company replied
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 fu... See more
Company replied
Company details
Written by the company
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.
Contact info
2nd Floor, Metro, 33 Trafford Rd, M5 3NN, Salford, United Kingdom
- 0300 373 3540
- hello@leeputilities.co.uk
- www.leeputilities.co.uk
4.7
Excellent
2K reviews
No recent history of asking for reviews
This company hasn't invited customers recently, so reviews may not be representative
Replied to 100% of negative reviews
Typically replies within 24 hours
How this company uses Trustpilot
See how their reviews and ratings are sourced, scored, and moderated.
Karen has been absolutely lovely
Karen has been absolutely lovely, super kind and funny, which made the whole experience truly enjoyable. I recommend 100%
September 23, 2026
Unprompted review
Reply from Leep Utilities
Good afternoon
Thank you so much for your lovely review! I’m so glad you enjoyed the experience. Your kind words truly mean a lot. 😊
Have a great evening!
Kelly
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Reply from Leep Utilities
Good morning Mathai
Thank you for your kind words! We’re delighted to hear you had an excellent experience with Deb. We truly appreciate your support and look forward to welcoming you again!
Have a great day!
Kelly
Reply from Leep Utilities
Good morning Davina
Thank you for your lovely feedback! We’re so pleased to hear that Gemma listened and was able to help. We’ll be sure to pass your kind words on to her.
Have a great day!
Kelly
Thank you Deborah
I called to query an account number and to set up an account.
Great customer service and very friendly.
Deborah took the time to explain things through and was extremely helpful.
Thank you, having a friendly helpful voice on the phone makes an experience so much better.
September 21, 2026
Unprompted review
Reply from Leep Utilities
Good evening Katie
Thank you so much for your lovely feedback! We’re delighted to hear that Deborah was able to assist you and take the time to explain everything clearly. We’ll be sure to pass your kind comments on to her.
We really appreciate you taking the time to share your experience, and we’re so pleased we could make your call a positive one. Thank you for choosing us! 😊
Have a great week!
Kelly
Called Leep today and spoke to Sam he…
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 .
September 21, 2026
Unprompted review
Reply from Leep Utilities
Good evening Helen
Thank you so much for your fantastic feedback! We’re delighted to hear that Sam was able to help you with your account setup and patiently guide you through all the steps.
We’ll be sure to share your kind words with Sam — it’s wonderful to hear that his helpful and friendly approach made such a positive difference. Thank you for taking the time to share your experience! 😊
Have a great week!
Kelly
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I spoke to Lily today who I found…
I spoke to Lily today who I found helpful, patient and knowledgeable. She resolved my account issue promptly. Thank you
September 18, 2026
Unprompted review
Reply from Leep Utilities
Good morning
Thank you for your kind feedback! We’re delighted to hear that Lily was helpful, patient and knowledgeable, and that she was able to resolve your account issue promptly. We’ll 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.
September 17, 2026
Unprompted review
Reply from Leep Utilities
Good afternoon Catherine
Thank you so much for your lovely feedback! We’re delighted to hear that Jamie was able to answer all your queries, patiently guide you through accessing your online account, and explain everything clearly. It’s wonderful to know that he put your mind at ease and made the whole interaction so easy for you. We’ll 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 warm…
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).
September 16, 2026
Unprompted review
Reply from Leep Utilities
Good afternoon Mr Dennison
Thank you for taking the time to share your feedback. We’re very pleased to hear that Lily was patient, warm and empathetic while listening to your concerns. We’re 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
September 15, 2026
Unprompted review
Reply from Leep Utilities
Good morning Juliette
Thank you so much for your kind words! We’re really pleased to hear that Mohammed made you feel at ease and was great to talk to. We’ll 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
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Good company efficient service
Great customer service easy to use website etc
September 14, 2026
Unprompted review
Reply from Leep Utilities
Good evening Kayum
Thank you for your lovely review! We’re 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 “should be resolved quickly.” 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 “it shouldn’t have been”. The fact this company takes at least, if not more, 10 days to reply to email is ridiculous. And when you do ring, you’re 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 doesn’t personally involved them, but a little compassion and understanding goes a long way. I don’t 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 doesn’t even exist?
Jade was completely reassuring and hopefully my case is finally being resolved.
September 11, 2026
Unprompted review
Reply from Leep Utilities
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 was…
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.
September 11, 2026
Unprompted review
Reply from Leep Utilities
Good afternoon Georgina
Thank you so much for your lovely review! We’re delighted to hear that Jade was able to help you quickly and efficiently, and that setting up your direct debit was so straightforward. We’ll be sure to pass your kind feedback on to Jade — she’ll 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 don’t want to correct it.
Their customer service is non existent. Their staff send out grammatically incorrect emails which demonstrates their low acceptable standards. Avoid
September 11, 2026
Unprompted review
Reply from Leep Utilities
Good afternoon Elaine
We’re 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 you’ve experienced with billing and communication, and I will be in touch with you early next week.
We’re also sorry that you were promised call-backs that didn’t 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
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Helpful and professional
The member of staff I spoke to was very helpful and able to sort out an outstanding issue quickly and efficiently.
September 8, 2026
Unprompted review
Reply from Leep Utilities
Good afternoon Jacky
Thank you for your kind feedback. We’re 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
September 8, 2026
Unprompted review
Reply from Leep Utilities
Good morning John
Thank you for your kind feedback! We’re 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
September 8, 2026
Unprompted review
Reply from Leep Utilities
Good afternoon Anna
Thank you for your kind feedback! We’re 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 the…
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.
September 8, 2026
Unprompted review
Reply from Leep Utilities
Good afternoon
Thank you for your wonderful feedback! We’re delighted to hear that our advisor was helpful, professional, and able to clarify your doubts while providing additional useful information. We’re 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
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Deborah was very helpful in helping me…
Deborah was very helpful in helping me today on the phone and explaining the whole process. I’ve been left informed and very happy
September 7, 2026
Unprompted review
Reply from Leep Utilities
Good morning Hannah
Thank you so much for your kind words! We’re delighted to hear that Deborah was able to help you over the phone and clearly explain the process. It’s wonderful to know you felt well informed and happy with the service. We’ll 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.
September 7, 2026
Unprompted review
Reply from Leep Utilities
Good afternoon Joshua
Thank you so much for your lovely review! We’re delighted to hear that Jade was able to explain everything clearly and make your first experience of paying utilities a little easier. We’ll 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.
September 4, 2026
Unprompted review
Reply from Leep Utilities
Good morning Mr Wiskin
Thank you for your lovely feedback. We’re delighted to hear that Gemma was so helpful, professional and polite when assisting you with closing your account. We’ll 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
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