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 hello@leeputilities.co.uk. 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 Utilities
2nd Floor, The Metro
Trafford Road
Manchester
M5 3NN

 

What happens next? Our complaints process

Step 1 – Initial response
One of our customer service 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 additional information you provide before issuing our final response. If we can’t provide a decision within 8 weeks, we’ll explain why and tell you how to escalate your complaint.

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

For Clean and Wastewater customers

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.

For Heat and Hot Water customers

Leep Utilities are registered with the Energy Ombudsman. The Energy Ombudsman are appointed to objectively review the service you have received and to make sure that Leep have followed the necessary guidance, rules and regulations when dealing with your concerns. If you are not happy with our final resolution or it’s been over eight weeks since you first logged your complaint, you can contact the Energy Ombudsman.

For more information visit https://www.energyombudsman.org/