Business Stream Reviews

7,893

•

4.6

Water Utility Company

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Review summary

Created with AI, based on recent reviews

Evaluating 1,103 reviews, reviewers overwhelmingly had a great experience with this company. Customers frequently praise the staff for being extremely helpful, polite, and professional when guiding them through complex account issues. Consumers highlight that the customer service team goes above and beyond, ensuring inquiries are handled efficiently and matters are resolved promptly. However, some customers also noted frustrating challenges regarding communication, billing transparency, and administrative delays. A few reviewers experienced long wait times on hold before reaching someone, and mentioned that emails sent to support were frequently ignored. People also described difficulties when trying to get updates on ongoing complaints through traditional contact channels.

What people talk about most

Staff

People report positive experiences with staff, highlighting that team members are helpful, polite, and... See more

Customer service

Customers had positive experiences with customer_service, noting that representatives were exceptionally... See more

Service

Customers consistently note positive experiences with service, describing staff as helpful, polite, and... See more

Response time

Reviewers mention positive feedback about response time, noting that inquiries are often handled promptly... See more

Customer communications

Reviewers highlight ambiguous aspects of contact, expressing mixed feelings about communication experiences.... See more

Reviews shaping this summary

I received today what I can only describe as exceptional customer service from Kevin. He very quickly took my contact number due to a poor signal my end to ensure continuity of service with my query... See more

Company replied

I found Natasha extremely helpful in deal with my query. She was able to assist and confirm the account status after receiving a debt letter we received in error. Natasha also checked the accounts an... See more

Company replied

Saverio was very helpful and explained that a recent systems change had meant a slight delay to them getting back ot me originally. Since we connected he's been super helpful and proactive in get... See more

Company replied

You people answering the phone are excellent, epecially Dorcy, lovely young man, extremely helpful. BUT when they pass on your concerns it gets lost. I then find myself repeating myself and resending... See more

Company replied

Company details

Water Utility Company

Written by the company

We're one of the largest water retailers in the UK and a trusted service provider to over 300,000 business customers. Established in 2008, we have years of experience operating in the competitive water market – longer than any other retailer – and we’re the chosen service provider for businesses and organisations ranging from small corner shops to large industrial estates. Headquartered in Edinburgh, and supported by a dedicated workforce of over 350 people, we offer a comprehensive suite of services including metering and billing, water efficiency support, and innovative water and waste water management solutions. Our forward-thinking approach, coupled with a passion for making a positive difference, goes beyond business transactions alone. We actively contribute to our customers' success, uplift our people, engage with local communities, and foster environmental stewardship. You can find out more about how we’re Naturally Different by visiting our website at business-stream.co.uk.

Trusted by over 300,000 businesses in the UK

Written by the company

We've been making a positive difference for our customers longer than anyone else.: But it's not just our expertise that makes us Naturally Different. Since 2020, we’ve helped our customers save over £69million in discounts, and water and energy efficiencies, 5.9billion litres of water and 2.9million kilograms of Co2 emissions. You can find out more about how we’re Naturally Different by visiting our website at business-stream.co.uk/naturally-different.

Contact info

1-3 Lochside Crescent, EH12 9SE, Edinburgh, United Kingdom
0330 123 2000
www.business-stream.co.uk

4.6

Excellent

8K reviews

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1-star

Asks customers to review

This company invites their customers to review, whether positive or negative

Replied to 98% of negative reviews

Typically replies within 24 hours

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All reviews

(7,893)

1,072 reviews in the last 12 months

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Companies on Trustpilot aren't allowed to offer incentives or pay to hide reviews. Reviews are the opinions of individual users and not of Trustpilot. Read more

Updated Aug 12, 2026

Long response at call centre for customer service / support

They do not answer calls anymore and the chat service on the webpage is not clearly visible for use either.

I waiting for well over half an hour, which is unusual as the call centre team for Business stream was always so good.
Finally got through. Hope this is not the new normal.

Updated the harsh review to fit the long wait times.

11 August 2026

Unprompted review

Reply from Business Stream

Aug 11, 2026

Good afternoon, unfortunately we do not have your account details to review your account and see how we can help. If you would like to email your details to Customer.Relations@business-stream, we can contact you directly. Many thanks

Aug 11, 2026

Brilliant service

Brilliant service, quick resolution

11 August 2026

Reply from Business Stream

Aug 11, 2026

Thank you so much for your kind words Simon, Danica will be delighted to hear that you had such a positive experience with our customer service. We 're always here to help - please don’t hesitate to contact us on 0330 123 2000 if there's anything more we can assist you with.

Aug 11, 2026

Awful company

Seven month we kept telling Business Stream that the water meter (800mtr away from our property, outside a disused public convenience) that they wanted us to pay for wasn't ours, I sent proof but still 3 different debt collection agencies contacted us. Finally after after months of phone calls, emails and time wasted did Business stream finally contact the supplier and it was proved that the meter wasn't our

6 August 2026

Reply from Business Stream

Aug 11, 2026

Hi Tracy
I am very sorry to read about your experience.
Thank you for bringing this to our attention. I have passed your comments on for further investigation, and we will review the matter as a priority. We will be in touch as soon as we have an update. Kind regards, Douglas

Aug 10, 2026

Poor Servive for the third year on the run!

I received a letter from Business Stream on 8th August posted on the 26th July informing me that my Direct Debit was to be increased from £250 a moth to £1253 a month and that the money would be deducted from my account on 10th August. Giving me no chance to discuss the matter with Business Stream.
The letter states that this was 'agreed' I am not sure anyone would agree to a 500% increase.
On calling Business Stream to query this increase it was evident for the 'friendly' customer service representative that we were not going to get anywhere. Martine refused to put me through to another senior person. It was a case of 'the computer says no'.
It may well be the case that there are arrears to clear and I have an email from Margaret Martin of the Customer Service team when I again queried the changing of my Direct Debit in July 2025 that and I quote 'I also need to advise you that the arrangement is likely to be automatically reviewed after six months'. One has to assume that this was done and no action taken!
I believe also that it is accepted practice to allow 10 working days if you are going to alter a Direct Debit, certainly of this magnitude.
Martine explained that Business Stream could not be blamed for the failure of the Post Office to deliver this on time. It is also worth pointing out that this was the same excuse used last year!
I am awaiting an email from the aforementioned Martine with an reading and an updated bill.
It would be normal practice if a utility company has let an account get into arrears, and I stress again this account was supposed to be 'automatically reviewed' to recover the amount over a period of time to be agreed.
This has left me financially embarrassed and with the view odf Business Streamcustomer service that is sadly lacking.
One final point if you get a letter from Business Stream it states their opening hours are 8.30am to 5.30pm. In actual fact they iopen at 9.00am.
I am resorting to Trust Pilot as the response from Business Stream has been poor yet again.
It usually gets a quick and better response than trying to contact the company!
A sad state of affairs.

6 August 2026

Reply from Business Stream

Aug 6, 2026

Thank you so much for your kind words Yvonne, Jordan will be absolutely delighted to hear that you had such a positive experience with our customer service. We 're always here to help - please don’t hesitate to contact us on 0330 123 2000 if there's anything more we can assist you with.

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