We’re committed to getting things right the first time, but if something doesn’t go to plan, we’ll do everything we can to put it right quickly and fairly.

 

How to make a complaint

By phone
The quickest way to resolve most complaints is by giving us a call. Our team can often sort things out immediately, and if a more detailed investigation is needed, we’ll let you know the next steps and expected timeframes. Call us on 0300 373 3540 during standard office hours.

By email
Prefer to write? You can email us at [email protected]. Please include all relevant details to help us investigate and resolve the issue promptly.

By post
If you’d rather contact us by letter, you can write to:

Leep Networks (Water)
2nd Floor, The Metro
Trafford Road
Manchester
M5 3NN

 

What happens next? Our complaints process

Step 1 – Initial response
One of our Water Specialists will try to resolve your complaint straight away. If that’s not possible, they’ll open a case and provide you with a complaint reference.

Step 2 – Complaint review
A dedicated Complaints Specialist will take over and aim to resolve the issue within 10 working days. If you’re still not satisfied, you can escalate your complaint.

Step 3 – Escalation to Customer Manager
A Customer Manager will review your case and any further information you provide. They’ll issue a final response. If the issue still isn’t resolved, this is known as “deadlock.” At this stage, you can refer your complaint to an independent body.

Step 4 – Optional Further Review
You may also request a final review by one of our Customer Champions. This is available for deadlocked complaints or those unresolved after 8 weeks.

 

Independent Arbitration

If you remain unhappy after our final response, or if it’s been more than 8 weeks since you submitted your complaint, you can contact the Consumer Council for Water (CCW):

0300 034 2222
www.ccw.org.uk