Pure Utilities Avis 

I have had to speak to customer services a number of times regarding my water supply over the past few months.
On every occasion the phone was answered promptly and the staff were always extremely friendly and helpful.
I cannot recommend them highly enough.

Jane who initially handled our account was really responsive. On her absence, Meera immediately took over our concerns and have patiently worked with us to resolve. Our refund was also processed speedily as soon as all issues were resolved.

Peter handled my call and his customer care was excellent. He was totally patient and understanding and controlled at all times. I was thankful for is knowledge and very kind assistance.

The representative that I had to deal with from Pure Utilities was excellent. She took the time to answer all my questions and nothing was too much bother.

When I set up a holiday cottage, I entered into a confusing new world of regulations which required the mandatory transfer of water and sewerage services to a private provider. The transfer of service was inhibited by covid working and problems related to the feasibility of installing a water meter by a separate Authority. It was very stressful.
However, as a result of the superb Customer Service help from Debbie and from Pete in the Finance Department, the situation was finally resolved to our mutual satisfaction.
Their help, tolerance and patience made an enormous difference in launching our "fledgling" business. They listened and took time to understand the unusual circumstances of the case. Processes and procedures were explained clearly and cogently.
I am now confident that we will now have a workable relationship.

I know that utility companies are not anyone's favourites, but we have to deal with them. Customer service at Pure, interacting with Debbie Harrop has been very helpful indeed and has got me to the end of a long tunnel in dealing with cancelling business water rates when a property reverted to residential use. Given that this was a situation that only results in loss of revenue for Pure Utilities this is all the more noteworthy. Final help in receiving refund on outstanding credit balance was the icing on the cake.

I called to ask for an explanation of a large increase in my water bill.

Peter Walczak very kindly took my through all the info I needed to understand (it was a lot!). He informed me well, explained the facts in a variety of ways, sent on useful information, provided govt sites for further reading and checked that I understood throughout.

I realised later that he stayed 10 minutes past his end of day (sorry Peter) to make sure I was a happy customer but didn't make me feel rushed.

An unexpectedly great customer experience which has given me understanding and confidence about a subject that previously seemed overly complicated.

Thank you!

A very clear and informed reply.
I had a query with Pure Utilities.
The person dealing with it responded very quickly, and clearly, clearing up the matter very efficiently

Having a small business, we had to go onto metered water. Initially we were paying via our Council tax and a separate payment for the water for the business. Eventually Pure Utilities (Jenny Carthy), put the whole property onto metered water. This has now saved us the portion of Council tax. We are now paying less for our water, than we were via the Council tax. We email a photo of the water meter monthly, we are then advised what our payment will be. Other water companies have contacted, offering a lower price, however we receive an excellent service from Pure Utilities. Having metered water, makes you more aware of the water that we were wasting.

We moved to Pure Utilities a couple of years ago after being really disappointed with the customer service of our last provider. Chalk and cheese. Customer service is great, Jenny Carthy in particular is very helpful and efficient - nothing is any bother.
Thank you - we plan on staying.

Jenny Carthy at pure utilities was polite, caring and went the extra mile in sorting out my bills and contract. As a new business about to open up, I was offered a solution tailored to my needs and I’m very happy and satisfied with the outcome. I highly recommend pure utilities to everyone.

I found them very helpful and they really went the extra mile to get us a sports club exemption. thanks once again!

Tina and Debbie were excellent, prompt and courteous. This supplier stands head and shoulders above all other water supplier! Pleasure to do business with them!

This company were allocated an account associated with us by mistake. The account had been a result of a duplication and mix up with the council. Although this has been explained and the relevant authorities notified, this company continue to send unpaid notices. DO NOT USE. They will do absolutely nothing to help resolve things, provide zero service, and will demand payment for services/allocations that are not settled.
I have now had a response from 'Jonathan' asking for further information. Would he not think to contact his customer services himself and find out what has been happening so that he may understand why we feel plagued by demands from his company and have resorted to warning others against his company. He may have all the time in the world to continue to harass others to solve their issues, other people have responsibilities and businesses to take care of.

An excellent company to deal with. The staff are all very responsive and professional in outlook. The staff work well as a team together and I have to admit that we have been offered so much assistance it is unbelievable.

Constant hasstle with these people. I own a lease that includes all utilities. I have proven this on a monthly basis to them. They still want money. They visit the site and do a survey. There is no water or sewage services on the site. So they then decide to charge for Drainage of water. (This is a private service not maintained by anyone except the landlord. There has been surveys done to prove this. Now they still think they should get money from me. Constant harassment. Avoid at all costs they don't have any interest in getting things right only in asking for money.

Poor service no understanding on where our sewers were or why my payments are over £1000 for water that lands on the roof of my building which only occupy 3 staff.
All they are interested in is getting money from you 😡
Regards Glasgow recovery

I first approached Pure Utilities about 9 years ago having had a nightmare with a different provider. They were so knowledgeable, helpful and friendly. Nothing was too much trouble and everyone I dealt with was committed to finding effective solutions. I stayed with them through a premises move which they made very easy and have just had to close my account as I have ceased to trade. I was given clear instructions to manage this process and it has therefore been uncomplicated. Throughout I have been delighted with their customer service and have no hesitation in recommending them to anyone else. Thank you to everyone involved.

Really impressed with this company so far! We were assigned to them as our business had no provider and they've been excellent from the very beginning. The communication is very quick and they are so helpful. I have has a nightmare in the past with other water companies who don't seem to have a clue and trying to sort something simple is the most difficult task. Many thanks to Jonathan Astley for being so efficient and making my life easier.