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
Company replied
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Review summary
Created with AI, based on recent reviews
What people talk about most
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
I have just spoken to the most helpful and kind member of your staff on the phone Hannah, she spoke clearly, was very warm and explained everything to me and sorted my account and the transfer to my n... 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
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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Non existent customer service.
Non existent customer service.
No replies to any emails
Overcharging every single time.
18 February 2026
Unprompted review
Reply from Leep Utilities
Hello Marcin
We’re really sorry to hear about your experience. This certainly isn’t the level of service we aim to provide. We understand how frustrating it must be not to receive responses and to have concerns about charges. Please contact us directly at headofcustomerservices@leeputilities.co.uk so we can investigate this properly and put things right as quickly as possible.
Kind regards
Kelly
Sarah was extremly efficient and polite…
Sarah was extremly efficient and polite and helpful.
18 February 2026
Unprompted review
Reply from Leep Utilities
Good evening Barbara
Thank you so much for your kind words! We're thrilled to hear that Sarah was extremely efficient, polite, and helpful. We'll be sure to pass along your feedback to her — she’ll really appreciate it!
Have a great evening
Kelly
NOAH was great & very efficient
I spoke to a lovely helpful guy called NOAH today (18/2/26). He was very polite, efficient, patient and explained everything I needed to know. He got my account, name changed and password sorted and was really lovely. It was a pleasure to talk to him on the phone! 😌
18 February 2026
Unprompted review
Reply from Leep Utilities
Hello Tammy
Thank you so much for your wonderful feedback! We’re delighted to hear that Noah was polite, efficient, and patient while helping you update your account details. It’s great to know he explained everything clearly and made the process smooth for you. We’ll be sure to pass along your kind words — he’ll be so pleased to hear them!
Have a great evening
Kelly
super helpful helpline 👍🏻
18 February 2026
Unprompted review
Reply from Leep Utilities
Hello Andrew
Thank you for your kind words! We’re so pleased to hear you found your experience with Michelle super helpful. That’s exactly what we’re here for!
Have a great evening
Kelly
Spoke with Michelle about some issues…
I spoke with Michelle about some issues on my account. She was attentive, communicated effectively, and successfully resolved my concerns. She was also courteous and professional. Thanks for the excellent service.
17 February 2026
Unprompted review
Reply from Leep Utilities
Good afternoon Prayer
I spoke with Michelle regarding some issues on my account, and she was extremely helpful throughout the process. She listened carefully, communicated clearly, and resolved my concerns efficiently. I also appreciated how friendly and professional she was. Thank you for the excellent service!
Have a great evening
Kelly
Great customer service
Great customer service. They helped me out immediately, and they were very polite and courteous on the phone, which is kind of rare these days. I really appreciate all the help they gave me.
17 February 2026
Unprompted review
Reply from Leep Utilities
Good afternoon Eric
Thank you so much for your kind words! We’re glad to hear that Mike was, polite, and courteous service. Providing helpful and friendly support is very important to us, and we truly appreciate you taking the time to share your experience. Please don’t hesitate to reach out if you need anything in the future!
Have a great evening
Kelly
Staff 5* Sem
Spoke to Sem earlier with regards to my water bill with leep. Sem was very helpful and supportive regarding my enquiry. Very professional in his line of work . It was a pleasure talking to him.
Thank you Sem, much appreciated.
12 February 2026
Unprompted review
Reply from Leep Utilities
Good morning Paula
Thank you so much for taking the time to share your kind feedback.
We're delighted to hear that Sem was able to assist you with your water bill enquiry and that you found him helpful, supportive, and professional throughout your conversation. Providing clear and courteous service is very important to us, and it's wonderful to know that Sem made such a positive impression.
We’ll be sure to pass your kind words on to him — I’m sure he’ll really appreciate it.
Thank you again for your feedback and for choosing Leep.
Have a great weekend
Kelly
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!
11 February 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
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!!!
10 February 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.
10 February 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.
9 February 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
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.
9 February 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.
4 February 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!
6 February 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!
5 February 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
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.
5 February 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
5 February 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.
5 February 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 !
3 February 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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