Speedy delivery Only arrived today so havnt had it fitted yet. But customer advice was excellent, very helpful and gave me a good deal. Cant wait to get it fitted. Plus I also have the reverse osmos... See more
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Review summary
Created with AI, based on recent reviews
What people talk about most
Reviews shaping this summary
Great advise in the planning of what we needed for our 4 bed house. fitted filter and softener at mains incomer so all water is treated. had it running a couple of weeks, the cleanliness of the water... See more
Company replied
I believed that the transformer module for my water softener (originally purchased in 2018), had failed and called EMWC on Monday AM. I spoke to Emma and we talked through the problem and she confi... See more
Company replied
I bought a water filter and tap many years ago. It needs to be replaced every three years. This company is invariably easy to deal with. Every order is delivered promptly, any queries are dealt with... See more
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Company details
Information provided by various external sources
EMWC East Midlands Water Company - Supplying water softeners, a wide range of water filters, UV water treatment, Reverse Osmosis, water purifiers, limescale prevention and water ionisers. Bespoke systems or off the shelf. Treating domestic and commercial water for more than 32 years. Proud to be based in the UK
Contact info
2 Cannock Street, LE4 9HR, Leicester, United Kingdom
- 0116 276 3334
- info@emwc.uk.com
- www.eastmidlandswater.com
4.5
Excellent
765 reviews
Asks customers to review
This company invites their customers to review, whether positive or negative
Replied to 100% of negative reviews
Typically replies within 1 week
How this company uses Trustpilot
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Charcoal residue in filtered water
Our under sink water filter stopped filtering properly. Reported it, sending photographs of the residue of charcoal in the water. A couple of days later a new filter cartridge was sent to us, without any quibble. Very impressed.
1 July 2025
Unprompted review
Reply from EAST MIDLANDS WATER COMPANY LIMITED
Thank you Caz. We like to ensure our customers have the best possible service. Kind regards, EMWC
Star of the Day!!!
Emma was absolutely fantastic throughout my entire purchasing process! She was incredibly kind and friendly from start to finish, making the experience genuinely pleasant. Her positive attitude and helpfulness truly stood out, and she made everything feel smooth and easy. I appreciate her support!
10 July 2025
Unprompted review
Reply from EAST MIDLANDS WATER COMPANY LIMITED
Thank you for this Ramazan. We are seriously thinking about introducing a 'Star of the Week' recognition scheme for when our team have managed expectations and given great customer service. Emma is a true asset to the team. Best wishes EMWC
There were a few problems with getting…
There were a few problems with getting the unit to work and the response has been very positive and helpful. To me this counts as most important.
The very prompt delivery service is first class.
30 June 2025
Reply from EAST MIDLANDS WATER COMPANY LIMITED
Hello Paul, thank you for taking the time to place a review. I am delighted to hear that you had support and help in setting up your unit. This is one of the areas where we are above our competitors. We have a team of very experienced technicians at the end of the phone which is not something that every supplier can offer. No bots at EMWC! Best wishes EMWC
UV filter
East Midlands water company made it so easy to order and from ordering to delivery was so quick. Thank you
30 June 2025
Reply from EAST MIDLANDS WATER COMPANY LIMITED
Delighted to hear this! Also if you ever need any help with anything, we are real people at the end of the telephone - with lots of expertise! Kind regards, East Midlands Water.com
Clear pricing
Clear pricing, good communication and fast delivery. Just what you want in a company.
30 June 2025
Reply from EAST MIDLANDS WATER COMPANY LIMITED
That's excellent to hear Mrs Jones. Thank you for such a positive review. Kind regards East Midlands Water.com
Have used EMWC for over 10 years
Have used EMWC for over 10 years, great filters and great service. So refreshing to be able to pick up a phone, get advice and place an order so another job done effortlessly in the midst of moving into a new home. Thank you
30 June 2025
Unprompted review
Reply from EAST MIDLANDS WATER COMPANY LIMITED
Hello Ms Esom. Thank you for such a great review; always glad to be able to assist and good luck in your new home! Best wishes East Midlands Water.com
Water Softener
Just installed a new water softener and the unit looks tidy and impressive. James talked me through the end setup and was so attentive and helpful 👌🏽
22 June 2025
Unprompted review
Reply from EAST MIDLANDS WATER COMPANY LIMITED
That's great to hear. James is a real asset to us in that he is polite, attentive and knowledgeable about all our products. You won't regret installing a softener. Kind regards, EMWC
RO filter
RO filter - no longer working. 3 different plumbers have been to the house to try and fix it / work out a solution or figure out why the membrane isn’t working. All had fitted RO filters before. No help at all from East Midlands Water - zero after care or solution to the problem and on top of that dealt with two people who were condescending, on the verge of being rude and didn’t listen. Given up now and stuck with a useless RO. Will go elsewhere. Crappy water out of the tap on top of selling expensive products with no longevity. Rubbish service all round. Do better East Midlands Water
19 May 2025
Unprompted review
Reply from EAST MIDLANDS WATER COMPANY LIMITED
Hello 'Victoria'. We need a little more information about you in order to firstly verify your purchase and then respond to your review. Please can you contact customerservice@eastmidlandswater.com with your postcode or an order number? Many thanks, EMWC
Edited response;
We didn't hear back from this customer but after a bit of detective work we have managed to find information about the purchase. RO units are extremely good a removing dissolved solids from water BUT they do need to have their filters (every six months) and the membrane (every 18 months) changed on a regular basis. Failure to do this will result in the unit under performing and eventually failing.
This RO unit was purchased in November 2012 along with a set of filters. The purchase was made by a third party, not the name on this review. There were no further purchases for four years in which time both the filters and membrane would be long overdue for changing. From 2016 through to 2024 we can see that purchases were very sporadic and certainly a regular maintenance regime has not been followed.
The last filter purchase was made in May 2024 and the customer contacted us for help in May 2025. I can see that our team did contact this customer to offer assistance but she was insistent that a membrane had never been fitted and that she planned to use the unit without one. (Note: a RO unit will not work without the membrane installed). Given that this unit is 13 years old and not had a regular change of filters, it has done remarkably well. Hardly a case of selling expensive products with no longevity, more a case of neglect on the part of the customer.
Reply from EAST MIDLANDS WATER COMPANY LIMITED
Hello Paul Knight, that's really great to hear! Thank you for taking the time to place a great review. Best wishes EMWC
Reply from EAST MIDLANDS WATER COMPANY LIMITED
Excellent to hear. Thank you for your positive review. Best wishes EMWC
Bought a Harvey Crown and water filter…
Bought a Harvey Crown and water filter and we are delighted with the quality delivered by the water softener and the quality of the drinking water.
The whole purchase process was straightforward and quick delivery.
Strongly recommend them!
P.S. People on the chat nice, helpful and knowledgeable
30 May 2025
Unprompted review
Reply from EAST MIDLANDS WATER COMPANY LIMITED
Hello Marian, thank you for your excellent review. We do pride ourselves in being one of the last independent water treatment suppliers and our team are second to none with their knowledge and expertise. You have made an excellent choice! kind regards EMWC
No longer great products
Back in, I think 2001, I bought a water softner, water chiller & 3-year water filter system...was happy with them for years.
HOWEVER, the last 3 of the 3-year filters failed between 18 & 14months in service Fracturing internally causing the charcoal media to be dumped into the drinking water (clogging the water chiller (2 of the 3 times) as it went through)...Several phone calls & emails later the only thing I hear from the company is "we got a great deal on, spend more money"...I got such contact from the company yesterday, which has prompted me to finally write a review.. Not sure what they changed in their manufacturing process, but I guess it made them cheaper to make....at a cost.
*EDIT*
To be fair....I've wasted several phone calls/emails & on-line chat with "Customer service/Tech-team" & got no where...The best was "buy another filter at a small discount"..but no one was interested in recieving the old failed filters, to see WHY they had failed..without that information, how can you fix it?....no, just try to make customers spend more..I asked a few times what had changed in the manufacure of the filters...never got a response... I guess no one knows the product they are selling...
15 May 2025
Unprompted review
Reply from EAST MIDLANDS WATER COMPANY LIMITED
Hello Mr Burton, its quite difficult to address your issues without further information as I am unable to find your purchases with just the information here. Please can you contact our Customer Services team who will assist. (customerservices@eastmidlandswater.com) kind regards EMWC. In response to your edit - no we have not changed our manufacturing process. We would prefer to discuss this with you directly - we do not have on-line chat connections with either the technical team or customer services. We are trying to help you.
Massively inflated prices and management not interested!
I have just received a replacement UV tube from the above company. The service I received was good and the delivery prompt. I have however subsequently found the exact same tube available from other suppliers for less than a third the price. I have contacted EMWC for an explanation and they think the price is justified!!! Be warned and shop elsewhere. Exact same product available for less than 1/3 the price.
Further to EMWC response I would like to correct some of the facts. EMWC should not be making assumptions about people’s lives and what they may or may not have done over the years. This complaint refers to a UV tube bought in May for an inflated price.
The fact they have been selling UV tubes at inflated prices since 2010 does not justify the price. Buying from them is however a reflection on my ignorance. I had assumed I was dealing with a reputable company and having had no experience of spring water usage I had assumed that water filtrating and UV sterilising was more technical than it is.
I was never asked what I wanted, instead I was informed that they never professed to be the cheapest and that EMWC was “not John Lewis”. A fact I was aware of. I have no problem paying a premium for good service however regard X3 the price as excessive. I left my phone number and email address as I wanted a reasonable discussion.
I did try and replace the tube locally and failed. However an internet search provided several suppliers. ELC lamps online provided me with 2 spare UV bulbs within26hrs for a total cost of £70.60. This compares to EMWC total of £114.96 for one bulb. OVER 3X THE PRICE.
I was told I could return the bulb however with a young child and no drinking water this was not an option. Furthermore I would have to pay postage insurance and a 10% return fee.
So I stand by my claim that EMWC prices are inflated above anything that can be justified and suggest they read their own marketing.
“Online trading is very easy, Customer Service however is an art.”
Anart they have obviously yet to master. Whilst they keep trying I will take my business elsewhere and urge others to do the same.
7 May 2025
Unprompted review
Reply from EAST MIDLANDS WATER COMPANY LIMITED
The other side of the story:
Bob contacted us 15 years ago for advice on how to treat his private water supply, which we duly helped him with. He purchased filters and a UV treatment system from us and for nine years he happily purchased from us. Then from 2019 until 2025 Bob opted not buy his lamps from us. Fair enough.
Earlier this month (May 2025) Bob called us to place an order for filters and interestingly, a UV lamp again. We supplied all the items in less than 26 hours.
Bob contacted us two days later to complain about the price of the lamp. The exact replacement lamp that we have been suppling to Bob since 2010 and at virtually the same price on all his orders over the years.
We offered to accept the lamp back for a refund but that was rejected as the lamp was needed, as in Bob’s words ‘they had no drinking water without it’. We asked what was wanted to which we didn’t have a response. With hindsight was it a refund of the price difference between ourselves and a competitor - the same one who had been supplying Bob for the last 6 years and was possibly now out of stock?
Bob subsequently sent us an email, part of which is replicated here;
Further more I feel duty bound to inform other potential customers that your prices are inflated beyond anything that might be regarded as reasonable and they should take their custom elsewhere,
Bob.
Given that the price for this particular replacement part has only increased by £10 in 15 years, we fail to see how our prices are inflated and regard this poor review as grossly unfair. For information, the end user price of our products, is based on a fair calculation; the cost to ourselves for all elements of supplying to the UK market including purchase, shipping, duty, storage, specialist packaging for delivery, to name just some of it. We have never professed to be the cheapest supplier in the market but we do pride ourselves in being competitively priced and one of the most knowledgeable, last independent UK based water treatment specialists. A company that will always look after its loyal customers. We rarely have stock out situations, meaning that we can supply our customers immediately. We are also at the end of a phone for any assistance and expertise from our team that might be required.
Not something that is readily available from other suppliers.
Kinetico Sumo Water Softener
We purchased a Kinetico Sumo water softener from East Midlands Water and fitted it two days ago.
The water hardness dropped from 340ppm to 80ppm immediately and we are delighted with our purchase.
Purchasing was simple and delivery was on time.
After sales enquiries were answered promptly and I would have no hesitation in recommending the East Midlands Water Company for service.
12 May 2025
Unprompted review
Reply from EAST MIDLANDS WATER COMPANY LIMITED
Thank you for such a great review! It's always so nice to hear from customers who have had an excellent experience. Kind regards EMWC
Reply from EAST MIDLANDS WATER COMPANY LIMITED
Hello Karen, thank you for your review comments. We are very proud of our team who have many years in the water treatment business but also aim to make all our customers experiences great! Not something you always get. Kind regards, EMWC
Very easy to navigate the website site. Delivery was on time . Easy instructions to replace filters etc
Very easy to navigate the website site.
1 May 2025
Reply from EAST MIDLANDS WATER COMPANY LIMITED
Excellent to hear. Thank you Seamus. Best wishes EMWC
Spoke to CEO as had 3rd pump that…
Spoke to CEO as had 3rd pump that didn't work. Not only was he tough and dismissive, I explained I had terminal cancer and relied upon the filter for water without contaminants and this was the 3rd pump I had issues with, he called me a liar and failed to help me in anyway shape or form. I only bought the pump to help me get cleaner water to help me fight cancer. Do not buy from these guys - he doesn't deserve the income.
9th May update: after two fairly horrendous telephone calls, finally the co. are going to refund me and are paying the cost of returning the unit. It still leaves me over £600 plumber costs in the hole and a literal hole in the water pipe under my sink that will now need replacing ... at more cost. I will update this to confirm when the refund has been received and the faulty unit has indeed been taken away at their cost. I notice Jason Galvin, another customer I referred to them, has also left poor reviews. Come on guys - pull your fingers out and get this right.
8 May 2025
Unprompted review
Reply from EAST MIDLANDS WATER COMPANY LIMITED
We have 99% satisfied customers, however on the odd occasion that there is an issue we do endeavor to resolve it and find a satisfactory conclusion. We have now suggested a solution that will leave this customer in a position to purchase elsewhere. With best wishes EMWC
Over priced salt tablets
I’ve just discovered, too late, that the salt tablets that I have just received from EMW can be bought from the local builders merchants for less than half the price.
In response to your reply I can say that after a year I have so far had no issues with the water softener itself, and I have always been able to talk to customer service when I have questions. So I was not rating EMW’s overall performance in my initial review above. I wasn’t however previously aware that the same tablets were available elsewhere more cheaply and that was the basis of my giving only 2 stars when asked to review the purchase.
29 April 2025
Reply from EAST MIDLANDS WATER COMPANY LIMITED
Hello Customer, we have never professed to be the cheapest supplier of salt tablets (or block) for that matter. In fact when talking to customers about a water softener purchase, we tell them that they can get tablet salt from many different places, including local builders merchants. What we do offer is a delivery direct to your door, which for many people is an essential service. In addition, when you call us, you can ask us anything about water treatment, including the performance of your water softener - we are always pleased to help. Kind regards EMWC
Reply from EAST MIDLANDS WATER COMPANY LIMITED
Thank you John. We do like to think that our fulfilment of customers orders is second to none. We carry a very extensive range of filters and cartridges as well as other water treatment units which means that we can usually get our products delivered in 48 hours! Kind regards, EMWC
Delivered on time thank you.
29 April 2025
Reply from EAST MIDLANDS WATER COMPANY LIMITED
Great to hear, Daryl. Our warehouse team work very hard to get all orders out in a timely manner. Kind regards, EMWC
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