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
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Review summary
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Reviews shaping this summary
I am newly back in the country and navigating my way around all the providers I have for my new house. I received a letter from Leep and didn't know what it was for so I called and spoke to a lovely y... 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
I’m really happy with the service from Leep Water. Everything has been smooth and reliable, and it’s clear they genuinely care about their customers. What stood out the most to me is the attitude... See more
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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
4.8
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
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Leep Set The Debt Collectors On Me Even Though I Was Paying Monthly
Received a bill from Leep saying no need to do anything if I was paying regularly, which I was - by standing order for the last 15 years. So, did nothing as instructed.
A week later I received a letter from debt collection agency - no prior warning, no request for higher standing order. That’s a breach of OFWAT guidelines BTW.
I called within two days and brought account up to date. All you had to do was ask nicely, Leep. I’ve been paying you for 15 years and don’t expect free water!
Nice guy on the payments line said the debt collectors would have been set on me because standing orders are not considered a “commitment to pay” like a direct debit is - that’s the first I’d heard of that. And the first time I’d noticed they could take payment by DD. Last time I asked, Leep were not accepting DDs.
Leep - you have a monopoly and your customer service sucks (except for the great guy answering your phone). British Gas review my energy payments to them annually. You just set the debt collectors loose.
No wonder people want you renationalised. Think about your comms. They’re not working…except for the great guy on the phone. Suggest you make him head of customer experience!
February 11, 2026
Unprompted review
Reply from Leep Utilities
Good morning Alex
Thank you for taking the time to share your experience. We’re genuinely sorry for the frustration and stress this situation has caused you.
We understand how concerning it must have been to receive contact from a debt collection agency, especially after making regular payments by standing order for many years. We also appreciate your point regarding the wording of the previous bill and how that may have led you to believe no further action was required. That clearly wasn’t your intention, and we’re sorry for the confusion this created.
While standing orders are processed differently from Direct Debits and aren’t automatically adjusted if account balances change, we recognise that this distinction may not always be clear. We take your feedback about our communication seriously, particularly around how payment methods and account expectations are explained. It’s clear that in this instance, our messaging did not provide the clarity it should have.
We’re pleased to hear that your account was quickly brought up to date and that our colleague on the payments team was helpful. We’ll ensure your positive comments are passed on to him — he’ll be very grateful for the recognition.
We’d welcome the opportunity to review your account in more detail to understand what happened and whether there is anything further we can do to address your concerns. Please contact me at headofcustomerservices@leeputilities.co.uk so we can investigate fully.
Thank you again for your long-standing custom and for sharing your honest feedback — it helps us identify where we need to improve.
Kelly
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Sarah was by far the best and most…
Sarah was by far the best and most helpful customer service agent I’ve ever dealt with. She is a star!!!
February 10, 2026
Unprompted review
Reply from Leep Utilities
Good morning Maximilian
Thank you so much for this amazing feedback!
We’re absolutely thrilled to hear that Sarah made such a positive impression. She genuinely goes above and beyond for the people she supports, and it’s wonderful to know her dedication and care stood out to you.
We’ll make sure your kind words are shared with her — she’ll be delighted. Thank you again for taking the time to let us know about your experience!
Have a great day
Kelly
Amazing customer service provided by…
Amazing customer service provided by Sarah at Leep. She was able to help my client set an affordable payment plan and really understood the challenges he is facing. More people on customer service like Sarah please.
February 10, 2026
Unprompted review
Reply from Leep Utilities
Good morning Bodrul
Thank you so much for your wonderful feedback!
We’re delighted to hear about your positive experience with Sarah. She truly cares about supporting clients and always takes the time to understand their individual circumstances, so it’s fantastic to know that came through in your interaction. Helping to find affordable and practical solutions is exactly what we strive for at Leep.
We’ll be sure to pass your kind words on to Sarah — feedback like this means a lot. Thanks again for taking the time to share your experience!
Have a great day
Kelly
Spoke to a helpful Gemma who was able…
Spoke to a helpful Gemma who was able to take my updated reading and gave further advice on going on line to do this to save time.
February 9, 2026
Unprompted review
Reply from Leep Utilities
Good morning Howard
Thank you for taking the time to leave a review. We’re delighted to hear that Gemma was helpful and able to guide you through updating your reading and using the online service. We really appreciate your feedback and will pass it on to her.
Have a great day
Kelly
Reply from Leep Utilities
Good evening Abdurrahman
Thanks so much! We’re really glad you had a great experience speaking to Will.
Have a great week
Kelly
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Reliable, professional, and very helpful
Katy has been great to deal with throughout. She communicates clearly, follows things through properly, and is consistently helpful and professional. It’s reassuring to know that queries are handled carefully and efficiently, and that you’re kept informed without having to chase. Overall, a very positive experience and excellent customer service.
February 9, 2026
Unprompted review
Reply from Leep Utilities
Good evening Jessica
Thank you so much for this thoughtful feedback. We’re delighted to hear about your positive experience with Katy—she’ll be thrilled to read this. Clear communication and reliable follow-through are very important to us, and it’s great to know that came through.
Have a great week
Kelly
Gemma was easy to talk to
Gemma was easy to talk to. Made the process of registration seamless. Very helpful and professional in her approach.
February 4, 2026
Unprompted review
Reply from Leep Utilities
Good Morning
Welcome to Leep :)
Thank you for your feedback. We’re pleased to hear that Gemma was easy to talk. It’s great to know she was helpful and professional throughout. We’ll be sure to pass your kind comments on to her.
Enjoy your day
Jo
Very easy to talk to and explained…
Very easy to talk to and explained everything well well!
February 6, 2026
Unprompted review
Reply from Leep Utilities
Good afternoon Nanak
Thank you so much! We really appreciate your kind words—glad Hannah could help and make things clear for you.
Have a great weekend
Kelly
Leep Utilities - Cold Water Account
This rating is based on my telephone call to Leep Utilities this afternoon. I spoke to Sarah who was very helpful and a joy to speak with. Sarah understood my predicament with third party companies for consolidated bills and took the time to listen to me and set up my cold water account. Thank you, Sarah, for your assistance - if only there were more people like you!
February 5, 2026
Unprompted review
Reply from Leep Utilities
Good morning Elaine
Thank you so much for taking the time to leave this review. We’re delighted to hear about your positive experience with Sarah. She truly takes pride in listening carefully and supporting our customers, and your kind words will mean a great deal to her. We’re glad she was able to assist you with setting up your cold water account and help ease the situation with third-party billing. Thank you again for choosing Leep Utilities.
Have a great day
Kelly
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It was very helpfyul and easy to to…
It was very helpfyul and easy to to deal with my enquires. All dealt with in a friendly manner and support.
February 5, 2026
Unprompted review
Reply from Leep Utilities
Good morning Mahamed
Thank you for your kind feedback. We’re glad to hear that Mike handled your enquiry in a helpful, easy, and friendly manner. Providing clear and supportive service is very important to us, so it’s great to know this came across. Thanks again for taking the time to leave a review.
Have a great day
Kelly
Mike was very helpful
Mike was very helpful, assisted me through my concerns and the phone call was very easy
February 5, 2026
Unprompted review
Reply from Leep Utilities
Good morning
Thank you for your feedback. We’re pleased to hear that Mike was able to help address your concerns and make the call easy and straightforward. We’ll be sure to pass along your kind words to him. Thanks again for taking the time to leave a review.
Have a great day
Kelly
Pick up the phone, or, even better, answer your customers' emails!
Moved onto an estate where Leep manage the water. Started getting emails saying my payment was overdue – hadn't seen any letters, but the tone of the emails was already urgent and threatening.
Went on their website to set up a direct debit, and the website said this payment method was being processed, so I assumed that after a few days the direct debit would be taken. Continued to receive urgent emails. Responded to this email saying the above. Continued to receive emails. Tried to call, waited for over 20 minutes to speak to someone, couldn't get through. Hung up, as I have other things to do with my day.
The email loop continued ad nauseam, so I eventually made a one-off payment for the amount, but I will be *so* annoyed if a delayed direct debit is taken too. It would be great if they could respond to emails, rather than constantly sending out stress-inducing automated emails about taking action and help with debt etc. I don't have debt, I just wanted reassurance I wasn't going to be charged twice.
February 5, 2026
Unprompted review
Reply from Leep Utilities
Hello
Thank you for taking the time to leave your review. We’re sorry to hear about your experience and appreciate you bringing this to our attention.
We take feedback like this very seriously and would welcome the opportunity to look into this further and put things right. Please contact Kelly at headofcustomerservices@leeputilities.co.uk
, who will be happy to review your concerns personally.
Thank you again for your feedback — it helps us improve our service.
Kelly
I just want to say how helpful Michelle…
I just want to say how helpful Michelle was yesterday when I called with questions regarding my bill, she was very patient and kind and took the time to help me understand the readings. She also then followed up with me via email in case I needed any further help. Excellent customer service !
February 3, 2026
Unprompted review
Reply from Leep Utilities
Good afternoon Sophie
Thank you so much for taking the time to share this feedback! We’re thrilled to hear that Michelle was able to help clarify your bill and provide such attentive follow-up. We’ll be sure to pass along your kind words to her. Excellent customer service is always our goal, and your feedback truly means a lot to us.
Have a great evening
Kelly
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I spoke to Sarah who was amazing at…
I spoke to Sarah who was amazing at solving my issue very quickly. She was really nice and made everything easy and quick!
February 3, 2026
Unprompted review
Reply from Leep Utilities
Good morning Celine
Thank you for your kind feedback! We’re so happy to hear that Sarah was able to resolve your issue quickly and make the process easy. We’ll be sure to share your compliments with her—she’ll really appreciate it!
Have a great day
Kelly
Reply from Leep Utilities
Good afternoon Christopher
Thank you for your feedback! We’re delighted to hear that Michelle was very helpful. We’ll be sure to pass along your kind words to her.
Have a great evening
Kelly
Excellent customer service
I was able to speak to a lovely customer service lady, called Michelle within 5 minutes of calling Leep Utilities.
She was extremely helpful and dealt with my questions immediately and allayed my concerns. She kindly sorted my direct debit to a monthly payment so that I could spread the cost more easily.
February 2, 2026
Unprompted review
Reply from Leep Utilities
Good afternoon Catherine
Thank you for your lovely feedback! We’re so pleased to hear that Michelle was able to assist you so quickly and help put your mind at ease. It’s great to know she resolved your questions promptly and helped arrange a monthly direct debit to make things more manageable. We’ll be sure to pass on your kind words to Michelle. Thanks again for taking the time to share your experience with Leep Utilities!
Have a great evening
Kelly
Hi was speaking with Noah today
Hi was speaking with Noah today, he was very helpful and patient with me, Noah went the extra mile and expanded how the water meter reading works, he did not rush the call and was very friendly.
February 3, 2026
Unprompted review
Reply from Leep Utilities
Good afternoon Zakaria
Thank you so much for taking the time to share your experience! We’re thrilled to hear that Noah was helpful, patient, and took the extra time to clearly explain how the water meter reading works. Providing friendly, thorough service is very important to us, and we’ll be sure to pass along your kind words to Noah. We truly appreciate your feedback and are always here if you need anything else!
Have a great evening
Kelly
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Jessica was really helpful on the phone…
Jessica was really helpful on the phone and helped me through the process of setting up an account online and sorting a direct debit easily and seamlessly.
February 2, 2026
Unprompted review
Reply from Leep Utilities
Good morning Hannah
Thank you for your lovely feedback! We’re so pleased to hear that Jessica was able to help you set up your account and direct debit so smoothly. We’ll be sure to pass on your kind words to her 😊
Have a great day
Kelly
Very helpful and comprehensive support.
Very helpful and comprehensive support.
February 2, 2026
Unprompted review
Reply from Leep Utilities
Good evening Carolyn
Thank you so much for your kind words! We’re glad you found our support helpful and comprehensive with Hannah. We truly appreciate your feedback.
Have a great week
Kelly
amazing customer service
amazing customer service, listened and provided great help!
February 2, 2026
Unprompted review
Reply from Leep Utilities
Good evening Esther
Thank you so much for the kind words! We’re thrilled to hear y
Have a great week
Kelly
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