The service engineer arrived on time and, as promised, called ahead to tell us that he was on his way. He did a thorough job of servicing our Zip tap and investigated a recurring "compressor overrun"... 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
Outstanding levels of service, 10 years in and our Hot Tap keeps working perfectly. Zip have gone above and beyond on two separate occasions when called out to service our tap (did I mention 10 years... See more
Company replied
Communication was excellent throughout the process. The technician Billy was very competent and carried a difficult installation without any fuss to a very high standard. We have another cool/hot... See more
Company replied
Had a Zip tap for well over 20yrs now, and we had a new kitchen fitted and up upgraded our Zip tap, Peter the engineer was great, nothing too much trouble, on time, good communications all along the w... See more
Company replied
Company details
Written by the company
Zip Water are creators of the world's most advanced drinking water solutions. Founded in Australia in 1947 (and operating in the UK from our Dereham base since 1991), we are now in over 70 countries around the world and millions of people use Zip Water systems – both drinking and hot water – in homes, workplaces, hospitals, schools and industrial buildings. We have been perfecting our product range for over 70 years; utilising the latest in technology and design. As well as our innovative range of filtered boiling, chilled and sparkling drinking water systems, we also offer a range of hot water solutions for a variety of applications and we are the recognised market leaders in our field. Our high performing product ranges have been designed with longevity in mind. With only the highest quality, most robust products tested to rigorous manufacturing standards, our customers trust in the durability of every single system produced. We are backed by numerous third-party accreditations, including WRAS and other essential building standards, demonstrating our ethos as a trusted brand across the globe. We work with some amazing businesses around the UK & Ireland – the NHS, Marks & Spencer, ITV and Cala Homes, plus many, many more and we set the pace in time saving, energy efficient, water conserving and user safe technology; constantly innovating to our customers feedback and requirements. Because of this, our business has grown exponentially over the years, both organically and through acquisition. Instanta branded boilers are also available through Zip Water and we are now part of Culligan Group - a US based worldwide leader in water treatment solutions, making us a truly global solution for all water requirements. We have consistently employed over 250 people in the last 5 years and have over 95 directly employed technicians and engineers in our HydroCare team giving us the largest support network in our industry.
Contact info
Norfolk, United Kingdom
- 0345 6 005 005
- specify.zipwater.co.uk
4.6
Excellent
2K reviews
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This company invites their customers to review, whether positive or negative
Replied to 100% of negative reviews
Typically replies within 24 hours
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Engineer service
June 24, 2026
Reply from Zip Water UK
Good morning Garry,
I hope you're well,
Thank you for this great review about our engineers service!
I will make sure that Les and his manager are informed of your positive feedback!
Kind regards,
Bradley
Prompt and efficient service to get my…
Prompt and efficient service to get my tap working perfectly again.
June 22, 2026
Reply from Zip Water UK
Good morning Frances,
I hope you're well,
Thank you for this brilliant review!
I'm glad that we could provide you the efficient service that we aim to deliver, I will make sure this is fed back to the relevant teams!
Kind regards,
Bradley
Reply from Zip Water UK
Good morning,
I hope you're well,
Thank you for this great review!
I'm glad to hear that we provided you with the level of customer serve that we aim to deliver! I will make sure this is fed back to the relevant teams so we can continue this!
Kind regards,
Bradley
The service engineer was excellent
June 19, 2026
Reply from Zip Water UK
Good morning Alan,
I hope you're well,
Thank you for this fantastic review about our engineer Michael!
I will make sure your comments are passed onto his manager so we can reward this great work ethic!
Kind regards,
Bradley
Efficient service
The engineer was very thorough and professional. He resolved our faults and efficiently completed the service. However, he arrived 30 mins later than scheduled, without a word of explanation (until we asked if he'd been caught in "the M4 traffic") and was quite uncommunicative other than essentials.
June 24, 2026
Reply from Zip Water UK
Good morning Jay,
I hope you're well,
Thank you for this great review!
I'm glad that our engineer was able to successfully compete the service and did so in a professional manner!
However, I will speak with his manager about his communication regarding why he was unable to attend at the requested time.
Kind regards,
Bradley
Reply from Zip Water UK
Good morning Josh,
Thank you for this great review!
I'm glad that we could provide you with the 5 star service we aim to deliver! I will make sure this is fed back to the relevant teams that dealt with your enquiry so we can continue at this level!
Kind regards,
Bradley
A very the truth
A very, very quick response engineer first class, no fault polite considerate a person you would like as a friend thank you thank you thank you
June 26, 2026
Reply from Zip Water UK
Good morning Mr Nuthall,
I hope you're well,
Thank you for this brilliant review!
I'm very proud to hear your comments about our engineer Charlie, and the outstanding service that he delivered with on his visit with yourself! I will make sure this is passed onto his manager so that we can reward this great attitude!
Kind regards,
Bradley
Getting our issue accurately identified…
Getting our issue accurately identified and resolved wasn't too difficult. I would have given 5 stars, but there was a bit of a hitch with the phone options when first ringing in, which don't give an option for repairs. However, got there in the end.
June 16, 2026
Reply from Zip Water UK
Good morning Pamela,
I hope you're well,
Thank you for taking the time to provide us with this feedback!
I'm glad to hear that we were able to diagnose and resolve the issue in an efficient manner! However do apologise that the phone system was not as clear for you as it could have been. I will pass your comments onto the relevant teams.
Kind regards,
Bradley
Great experience
June 25, 2026
Reply from Zip Water UK
Good morning Sian,
I hope you're well,
Thank you for this great feedback!
I'm glad that our team could provide you with a great customer experience, I will look further into this and pass this onto the relevant team!
Kind regards,
Bradley
Very efficient
June 24, 2026
Reply from Zip Water UK
Good morning Sabrina,
I hope you're well,
Thank you for this great review!
I'm glad to hear that we could provide the efficient level of service that we set out to deliver, I will make sire this is passed back to the relevant teams!
Kind regards,
Bradley
Reply from Zip Water UK
Good morning,
Thank you for this brilliant review!
I'm glad that your issues were dealt with in a efficient manner, and our engineer was able to service the product! I will make sure this is passed back to their manager!
Kind regards,
Bradley
A very good engineer who understood the…
A very good engineer who understood the problems and took the pains to carry out a thorough service.
June 19, 2026
Reply from Zip Water UK
Good morning Chandaria,
I hope you're well,
Thank you for this great review about our engineer Cordell!
It's great to hear that he assessed the issue thoroughly and was able to bring it back to functioning order! I will make sure this gets passed back to his manager!
Kind regards,
Bradley
good communication
June 19, 2026
Reply from Zip Water UK
Good morning,
Thank you for this great review!
I'm glad that we provided you with good communication which lead to an overall positive experience, we will aim to continue to deliver on this level of service!
Kind regards,
Bradley
it was a quick response and the…
it was a quick response and the engineer was very friendly the custom service team was very helpful.
June 12, 2026
Reply from Zip Water UK
Good morning Stephen,
I hope you're well,
Thank you for this fantastic review!
I'm glad to hear that we provide you with a swift response, and the teams you dealt with game the high level of customer service we aim to deliver!
Kind regards,
Bradley
Communication was excellent throughout…
Communication was excellent throughout the process.
The technician Billy was very competent and carried a difficult installation without any fuss to a very high standard.
We have another cool/hot tap installed by the other company which has never worked.
We are so pleased how cold the water is, we would recommend Zip to anyone who would listen.
June 10, 2026
Reply from Zip Water UK
Good morning Warren,
Thank you for taking the time to provide such a comprehensive review!
It is wonderful to hear that Billy has left such an impression, I will be passing along your kind words as I know that he will be pleased to hear this.
Thank you for being willing to recommend us, we look forward to serving you in the future.
Kind regards,
Joe
The engineer provided a professional…
The engineer provided a professional service in a friendly and informative manner.
He explained the problem and resolved the issue quickly.
10 out of 10
June 17, 2026
Reply from Zip Water UK
Good morning Brian,
Thank you for taking to the time to provide this fantastic feedback!
I am glad to hear that our engineer was able to impress, I will make sure your comments are passed along to their manager.
Kind regards,
Joe
Sales
Contacted sales team, who passed me to repairs, who could not answer my question. They passed me to regional specifications management Eddie,had to chase him to get a reply, he seemed to know very little said he would send information. Never received it, sent my email address by text still never heard anything. Phone head office sales took all the details still never heard anything. Very disappointed, went with Heat Rae excellent
June 16, 2026
Unprompted review
Reply from Zip Water UK
Good afternoon Simon,
Thank you for taking the time to provide this feedback, I am sorry to hear that you have not had a satisfactory experience.
I have sent an email via Trustpilot to request some details from you to allow us to get in touch and discuss this matter with you and see if there's anything that we can resolved.
I look forward to hearing back from you soon.
Kind regards,
Joe
Service and repair completed with usual…
Service and repair completed with usual care and attention
June 9, 2026
Reply from Zip Water UK
Good morning Elaine,
Thank you for providing this wonderful feedback!
It's great to hear that you've had such a positive experience, I'll be sure to pass your comments along to everyone involved in your care.
Kind regards,
Joe
Excellent Customer Service
June 8, 2026
Reply from Zip Water UK
Good morning AB,
Thank you for taking the time to provide this fantastic feedback!
I will pass your comments along to the team, I know that they will be pleased to hear this.
Kind regards,
Joe
The visit 18 June was an utter…
The visit 18 June was an utter disaster. Having been assured the tap would fit into the previous cut out of the work top 2012 and having queried this myself with engineer June 3 when he declared our unit no longer fit for purpose the visit was terminated after 15 minutes as engineer was unable to fit into previous cut out of the Worktop. I was given another explanation from zip head office , that being the engineer did not have the skills to fit one component ! As the tap itself we were informed retails at 4.600 and we had a special offer of 2, 800 as a loyalty gesture is all v disappointing.
To make matters worse we were left without any cold water discovered later that day. We are left tap less with a severely disabled individual of 80 yrs of age without any cold water in kitchen and without a zip tap. An absolute disaster. As we were told this was due to engineer not having the required skills which seems odd. How zip can send out a replacement that does not fit the original cut out of kitchen worktop of previous zip tap needs some explanation. Zip are the top end of the market as far as zip taps are concerned. The service we experienced today unusually needs much to be desired. I will post up when the matter is resolved. Had hoped we might hear back from zip during the day as to when this will be progressed but not a word. This review refers to the visit today 18 June the purpose of this visit was to replace existing zip tap which was decommissioned 4 June due to age. Originally fitted 2012. Professor Jones
June 4, 2026
Reply from Zip Water UK
Good morning Professor Jones,
Thank you for taking the time to respond to our feedback request.
Please accept my apologies for the difficulty and frustration caused by this situation.
Upon discussion with our Installs team, I have been advised that as you are moving from a Hydrotap G3 to a G5, some adaptations must be made to the original cutout in order to fit the new tap itself. Unfortunately in this instance, our engineer did not have the necessary tool or certification to make the necessary adaptation to your worktop due to the material it is made from, meaning that we needed to reschedule.
I have confirmed with the Installs team that arrangements have been made to send another engineer to complete the work as soon as possible, you should expect an imminent phone call from my colleague to arrange this with you directly.
Once again, please accept my apologies for this situation, I will ensure that this feedback is used wisely to avoid any reoccurrences of this issue in the future.
Kind regards,
Joe
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