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 between 8am and 6pm, Monday to Friday..

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. We’ll aim to respond within 10 working days. If you’re still not satisfied, you can escalate your complaint.

Step 2 – Escalation and review
A Customer Manager will review your case and any further information you provide and they’ll issue a final response. If we’re not able to give you a decision within 8 weeks, we’ll explain why or escalate your complaint to one of our Customer Champions to facilitate a speedy resolution.

Step 3 – Independent help
If you’re not happy with our decision, or 8 weeks has passed since you logged your complaint, you can refer your complaint to an independent body. This is known as “deadlock.”.

Independent Arbitration

Most issues are covered under the remit of the Consumer Council for Water (CCW). You can contact CCW online at www.ccw.org.uk or by phone on 0300 034 2222. We’ll tell you if your complaint doesn’t fall under their jurisdiction and point you in the right direction if there is another recognised organisation that could support you.