Asset Jane the lady I was dealing was so helpful nothing was too much of a bother, she got issues dealt with quickly and efficiently .. great company to deal with Morag

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.