Great service while I was a customer and efficient customer service processes. My request has been handled in one day

Spoke to accounts assistant Samantha this morning regarding my new account. She gave clear and concise information about the concerns I had and was very polite and helpful. Great quality clear and easy to understand phone call.

Had a tiny office with a bill of £4.80 that we have tried to pay a number of times. Asked for a copy of the bill, only the first one, but no help from them. Now received a debt recovery charge of £40 for the £4.80 we are trying to pay. Complaint now going to the WICS. Anyone else with similar issues, I suggest you approach the regulator with any issues.

Very poor communication. Lack of transparency over charges.

Can’t stress how much you have to avoid this company as they just hound you with emails and if you’re late they charge you £40 overdue payment. Can’t even read their records correctly and even hassle you for payment before due date. Please avoid! I’ll be switching asap.

Harassed over and over again lawyers letters etc company send u bills every 2 weeks rather than every month this is so if u are disputing any charges with them they can try hit you with double the amount of debt recovery charges absolute joke of a company can’t tell u whether u do or don’t have drainage at a property but charge u anyway stay clear people try another provider

Best water Co. In Scotland. Excellent customer service (callum always takes care of me). Would highly recommend.

Meera at pure utilities was really helpful.

As a hard-of-hearing pensioner, Debbie was patient, extremely helpful and professional in answering all my questions and offering me useful advice.

I recently had to sign up with a water utility company as my property was identified as a gap site. I did this from the States with help from Callum McCarthy at Pure Utilities who answered my multiple questions quickly and professionally. He was a pleasure to work with and the whole experience did not feel like a typical interaction with a utility company. If only OVO would take a page out of your playbook . . .

Is it right for a company to be doing their job so poorly? My experience of Pure Utilities is a company I would suggest you want to AVOID at all costs? Having made a complaint about zero customer service, employees who arrange a call back, but don’t, not once but several times. They are company who use threats instead of trying to listen or make some sort of effort to sort their issues out. You will receive constant harassment from them. They will lie to you and tell you cannot contact Scottish Water for assistance with their poor customer service, when you can. We will inform them that you are no longer responsible for the water charges, they will continue to invoice you and threaten you. While you are trying to sort out Prue Utilities, likely you will not be under contract therefore they will prevent you from changing company then charge you inflated invoices. Once you have spent a load of your time trying to sort Pure Utilities out and make a complaint, they will partially uphold your complaint but not compensate you for all your time and effort. You will then have to spend even more of your time taking your complaint to the SPSO. If you wish to avoid all this upset, AVOID PRUE UTILITES. Onto the Scottish Public Services Ombudsman now!

Easy to contact and easy to sort out any issue! Very personable staff! I’d recommend!

Worst company ever deal with They like charge you twice and they can't resolve problem

Very helpful and quick to sort out a query.

Very good customer service. They also offered the best deal compared to competitors.

A pleasure to deal with an easy, professional and, fast service. Very competitively priced offering. First class.

update to my feb 2023 review Still a completely incompetent company to deal with. Despite providing them with who the occupier of a property was sometime ago (I own it) and them chasing the occupier over the past year i have now received a letter telling me I may be liable for a debt I have not incurred. On top of this they have got the address wrong and stated it as my own business address which I occupy and do not owe them anything for. I left pure utilities some time ago due to their ineptitude and constant harassment. Now they are chasing me for something which is not my issue. How do they get a licence to operate when they are so incapable of dealing with basic things. It's not difficult, find out the occupier, send them the debt letters, if they don't pay chase them. Maybe everyone harassed by this company should just send them a letter saying you owe us money and threaten legal action as pure utilities seem to think that's an acceptable way to conduct business. Potential customers - AVOID at all costs update to reply from pure utilities I have provided the infomration you requested to trace me and await your contact

all organisation and billing works perfect

The lady Jenny who helped me was outstanding in her helpfulness and friendliness.

Debbie was great at resolving our issue Thanks