Pure Utilities Reviews 204

Very disappointed and surprised after being a customer for years that I was asked several times to 'prove' I was moving out of the premises I rented. I felt I was hounded by emails, almost on a daily basis, even asking for proof from my landlord that I was moving, and asking my landlord private questions about my tenancy agreement that was none of their business. I ended up writing a letter to this company asking them to stop, to which I never got a reply. My contract was a rolling contract, so I was free to leave any time. They certainly didn't make this easy for me and caused me unnecessary concern, at what was already a stressful time. I would advise any small company to be very vigilant if moving premises or if your business ceases.

Pure Utilities are an absolute joke.

Some employees of this company have absolutely no common sense.

I moved house to Scotland, now for those of you who don't know, a residential property (not a business or holiday let, etc) pay council tax that includes your water bill.

When I moved in at the end of January, I registered with the Scottish Council to pay my council tax and was told this would take several weeks to sort out.

Unbeknown to me, the property had a water meter as I apparently used to be run as a holiday let prior to me buying it.

The company that charges for the water meter itself and any water used are called Pure Utilities, based in Lancashire. They decided for some reason to write to me at my old address that I have sold and moved out of,luckily for them, I'm still in touch with the new owner of my old house as they contacted me about the letter. (my old house is over 400 miles away from where I've now moved to).

I contacted Pure Utilities and explained 1, they have sent a letter to my old address 2. we are not a business, and I have bought the house, and it is my only residence.

I was told by the customer services rep on the phone that this was not an issue, and notes would be updated on their systems accordingly.

Only last week the new owner of my old house contacts me again to say another letter has arrived from Pure Utilities. Not being happy, I email the company to ask why they seem to think it's acceptable to keep sending letters to my old address. I get a reply saying they are sorry my letter went to my neighbour. MY NEIGHBOUR - is over 400 miles away - not exactly my neighbour.

Anyhow, yesterday I get a bill sent to me at my address by Pure Utilities for just over £35. This was followed up by a telephone call from them asking my to pay the amount immediately. The lovely chap who clearly didn't have a clue said he can see my property is being assessed to become a domestic property but in the meantime, can I pay the bill and once its been changed to a domestic property, they will refund me.

They are asking me to pay them money that they know I don't need to pay nor do i owe them, and clearly, the first conversation where notes had allegedly been added to my file did not happen.

The chap I spoke to today clearly had no idea what he was talking about.

I explained to this company that I'm not the one in control of the buttons on the keypad in front of them. Therefore, they need to get this sorted out. I've contacted all the people I need to contact and it's them that have to change their systems as I can't do it for them.

Why Pure Utilities say one thing but do something different is beyond me.

Maybe their customer services approach needs to be revamped or give the staff better training to use common sense 🤔

I thought there was an issue with the consumption readings. I had sent in a meter read but unfortunately, I then learned it had been received too late to be used for this invoice. However, the company instantly reviewed my invoice and gave me a credit to cover the difference. A standard of service you rarely see these days.

I am treasurer for a small charity. Pure Utilities have always been pro-active in applying for our annual charity exemption. They also were very helpful when we changed our legal status recently. Friendly and quick responses to any emails

Had to call Pureutilities out today for blocked urinals and sinks, James Heath used camara on pipework which had blocked he spen all day clearing the pipework in a professional courteous way, And performed miracles pipework looks as good as new fully flowing, James is in my opinion the Muttz Nuttz
( compliment) thank you James.

They have fantastic customer service. Over the years I have been with the company, they have always attempted to give me a great price on my bills.

The worse water company ever… price is high and no customer service and support, what they wanted is take your money…

Great service while I was a customer and efficient customer service processes.
My request has been handled in one day

Spoke to accounts assistant Samantha this morning regarding my new account. She gave clear and concise information about the concerns I had and was very polite and helpful. Great quality clear and easy to understand phone call.

Had a tiny office with a bill of £4.80 that we have tried to pay a number of times. Asked for a copy of the bill, only the first one, but no help from them.

Now received a debt recovery charge of £40 for the £4.80 we are trying to pay.

Complaint now going to the WICS. Anyone else with similar issues, I suggest you approach the regulator with any issues.

Very poor communication. Lack of transparency over charges.

Can’t stress how much you have to avoid this company as they just hound you with emails and if you’re late they charge you £40 overdue payment. Can’t even read their records correctly and even hassle you for payment before due date. Please avoid! I’ll be switching asap.

Harassed over and over again lawyers letters etc company send u bills every 2 weeks rather than every month this is so if u are disputing any charges with them they can try hit you with double the amount of debt recovery charges absolute joke of a company can’t tell u whether u do or don’t have drainage at a property but charge u anyway stay clear people try another provider

Best water Co. In Scotland.
Excellent customer service (callum always takes care of me).
Would highly recommend.

Meera at pure utilities was really helpful.

As a hard-of-hearing pensioner, Debbie was patient, extremely helpful and professional in answering all my questions and offering me useful advice.

I recently had to sign up with a water utility company as my property was identified as a gap site. I did this from the States with help from Callum McCarthy at Pure Utilities who answered my multiple questions quickly and professionally. He was a pleasure to work with and the whole experience did not feel like a typical interaction with a utility company. If only OVO would take a page out of your playbook . . .

Is it right for a company to be doing their job so poorly?

My experience of Pure Utilities is a company I would suggest you want to AVOID at all costs?

Having made a complaint about zero customer service, employees who arrange a call back, but don’t, not once but several times. They are company who use threats instead of trying to listen or make some sort of effort to sort their issues out. You will receive constant harassment from them. They will lie to you and tell you cannot contact Scottish Water for assistance with their poor customer service, when you can. We will inform them that you are no longer responsible for the water charges, they will continue to invoice you and threaten you. While you are trying to sort out Prue Utilities, likely you will not be under contract therefore they will prevent you from changing company then charge you inflated invoices. Once you have spent a load of your time trying to sort Pure Utilities out and make a complaint, they will partially uphold your complaint but not compensate you for all your time and effort. You will then have to spend even more of your time taking your complaint to the SPSO.

If you wish to avoid all this upset, AVOID PRUE UTILITES.

Onto the Scottish Public Services Ombudsman now!

Easy to contact and easy to sort out any issue! Very personable staff!
I’d recommend!

Worst company ever deal with
They like charge you twice and they can't resolve problem