How rare these days to be able to call a company who employ people to answer the phone. Not only that, they speak and understand English. Gemma was fabulous from start to finish. Understood the query... See more
Company replied
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Review summary
Created with AI, based on recent reviews
What people talk about most
Reviews shaping this summary
I am newly back in the country and navigating my way around all the providers I have for my new house. I received a letter from Leep and didn't know what it was for so I called and spoke to a lovely y... See more
Company replied
I have just spoken to the most helpful and kind member of your staff on the phone Hannah, she spoke clearly, was very warm and explained everything to me and sorted my account and the transfer to my n... See more
Company replied
Brilliant, professional and caring staff. Michelle was very nice, answers were professional and quick. She understood my problem and hopefully it will be sorted out this week. She also explained me... See more
Company replied
Company details
Written by the company
Leep Utilities (Leep) owns and operates regulated and non-regulated multi-utility networks across the UK. With sites in MediaCityUK, Liverpool Waters and Canary Wharf, our broad range of capabilities includes electricity, water and wastewater, alongside heating, cooling and hot water services.
Contact info
2nd Floor, Metro, 33 Trafford Rd, M5 3NN, Salford, United Kingdom
- 0300 373 3540
- hello@leeputilities.co.uk
- www.leeputilities.co.uk
4.8
Excellent
2k reviews
No recent history of asking for reviews
This company hasn't invited customers recently, so reviews may not be representative
Replied to 100% of negative reviews
Typically replies within 24 hours
How this company uses Trustpilot
See how their reviews and ratings are sourced, scored, and moderated.
BEWARE OF EGREGIOUSLY WRONG ESTIMATES
I recently received a water bill where they "estimated" my water usage to be well over 250% of my actual usage when I checked my water meter. Even worse, they have recently increased my default payments to address this 'mismatch' between what I'm paying and their imaginations of my usage. Tried to call them and just get stuck on hold forever - no customer service to be found. Buyer beware, they will try to estimate your usage, and they will use this process to try and steal your money.
30 June 2026
Unprompted review
Reply from Leep Utilities
Hello Tom
Thank you for taking the time to share your feedback. We're sorry to hear about your experience and understand how frustrating this situation must be.
We'd like the opportunity to investigate your account and review the estimated meter reading and your payment arrangement. Please email Kelly, @ headofcustomerservices@leeputilities.co.uk, with your account details and a photo of your current meter reading I will personally look into your concerns and work with you to resolve the issue.
We appreciate you bringing this to our attention and look forward to helping you reach a resolution.
Kind regards
Kelly
Very helpful and frienldy
Very helpful and frienldy customer assistant, they answered to all my questions and set up my account in a few minutes.
29 June 2026
Unprompted review
Reply from Leep Utilities
Good morning Lorenzo
Thank you for your wonderful review! We're delighted to hear that our customer support team was able to answer all your questions and get your account set up quickly. We appreciate your kind words and are always here if you need any further assistance. Welcome aboard!
Have a great day!
Kelly
Issue resolved once looked at Leep on trustpilot
If I could rate Leep Utilities a zero, I would. After being on hold for 20 minutes I finally got through to a very unhelpful agent.
There is currently a small charge on our account, that I wished to pay, we sent an email of consent over 2 weeks ago & today, they've claimed they've received nothing & have not allowed me to pay the bill - yes, I don't have permission to pay a bill! Any other utility company, you're given a bank account & a reference, you pay online. But Leep insist you call them or email them - we've done both & have provided the information & consent they requested & still don't have permission from them to pay a bill! Laughable & beyond any logic
Edit - Thanks for reading this review Leep and actioning it, after your message I received payment details & have cleared the balance. Review has been updated to 4* based on this interaction
29 June 2026
Unprompted review
Reply from Leep Utilities
Good evening Ash
Thank you for taking the time to share your feedback. We're very sorry to hear about your experience and apologise that your original email was not responded to, which understandably caused frustration and unnecessary delays.
We can confirm that we have received your email of consent and your account details have now been updated, a copy of your bill has been sent as requested. We appreciate that paying your account should have been a straightforward process, and we're sorry that this wasn't your experience.
Thank you for bringing this to our attention. We appreciate your patience while we resolved the issue and apologise again for the inconvenience caused.
Kind regards
Kelly
Great customer service
Great customer service. My issue was resolved within minutes.
26 June 2026
Unprompted review
Reply from Leep Utilities
Good morning Em
Thank you for your wonderful feedback! We're delighted to hear that your issue was resolved within minutes and that you had a great customer service experience. We appreciate you taking the time to share your experience and look forward to helping you again whenever you need us.
Have a great day!
Kelly
Jade provided phenomenal customer…
Jade provided phenomenal customer service. Out of all the times I’ve called Leep, she was the only person who resolved my query within five minutes while also taking the time to listen to me.
Unlike my previous experiences, Jade genuinely treated me like a person. That level of care and empathy isn’t something you always receive in customer service. I went from feeling unhappy with Leep to actually liking the company again because of how she handled my call.
We need more people like Jade. She is a real credit to your team.
26 June 2026
Unprompted review
Reply from Leep Utilities
Good morning Chelsea
Thank you so much for taking the time to share your experience. We're delighted to hear that Jade was able to resolve your query quickly while making you feel heard and valued.
Providing empathetic, personal service is exactly what we strive for, and it's wonderful to know that Jade's support changed your perception of Leep. We'll be sure to pass on your kind words and recognition—they'll mean a great deal to her.
Thank you again for your feedback and for giving us the opportunity to make things right.
Have a great day!
Kelly
I had to get in contact with Leep…
I had to get in contact with Leep Utilities about my bill. I spoke to a very nice lady called Gemma and she managed to get my bill sorted. She was very helpful and took her time to explain anything. It was a positive experience.
25 June 2026
Unprompted review
Reply from Leep Utilities
Good morning Amanda
Thank you for taking the time to leave such a lovely review. We're delighted to hear that Gemma was able to help resolve your billing query and provide clear, helpful explanations throughout the process. We'll be sure to pass your kind words on to her—they'll mean a lot. We're pleased we could turn your enquiry into a positive experience, and thank you for choosing Leep Utilities.
Have a great day
Kelly
clowns - never reply
The worst customer service, fed up of multiple made promises that never get delivered. Hardest thing in the world to get them to do their actual job. Terrible company (sadly) to deal with - would give 0 stars if I could !!!
24 June 2026
Unprompted review
Reply from Leep Utilities
Hello Chris
We're sorry to hear about your experience and understand your frustration. This is not the level of service we aim to provide. We take feedback like yours seriously and would appreciate the opportunity to investigate the issues you've raised and work towards a resolution. Please contact us at headofcustomerservices@leeputilities.co.uk FAO Kelly, so I may look into this matter further.
I liked how the employees work to help…
I liked how the employees work to help the clients. They are polite, calm, very communicative and I immediately felt they really want to help solve the problem. I have my positive experience of cooperation with them. Thank you all for your understanding.I
22 June 2026
Unprompted review
Reply from Leep Utilities
Hello Olha
Thank you for your kind words and positive feedback. We are delighted to hear that you had a positive experience with Gemma team. Providing polite, attentive, and effective support is very important to us, and it's rewarding to know that our efforts made you feel understood and helped address your concerns. We truly appreciate your trust and cooperation, and we look forward to assisting you again whenever needed. Thank you for choosing us!
Have a great evening!
Kelly
Hannah at Leep utilities did a great job
Hannah at Leep utilities was extremely helpful I had been struggling to use the online portal to pay for my bill. She resolved the issue quickly and efficiently.
16 June 2026
Unprompted review
Reply from Leep Utilities
Good morning
Thank you for taking the time to leave this review. We're delighted to hear that Hannah was able to help you resolve the issue with the online portal quickly and efficiently. We understand how frustrating payment difficulties can be, and it's great to know that Hannah provided the support you needed. We’ll be sure to pass your kind feedback on to her.
Have a great day
Kelly
Leap ahead with Leep Utilities
Gemma was of great help on the phone and pointed me in the right direction regarding my query. Great customer care.
17 June 2026
Unprompted review
Reply from Leep Utilities
Good morning Stuart
Thank you for your kind feedback. We're pleased to hear that Gemma was able to assist you and point you in the right direction regarding your query. Providing excellent customer care is very important to us, and it's wonderful to know that Gemma delivered a positive experience. We’ll be sure to share your comments with her.
Have a great day
Kelly
Called and spoke to Deborah
Called and spoke to Deborah, she was really professional but still friendly! I couldn't fault her phone manner or knowledge. Deborah is an asset to the team.
Thank you for making the process easy and stress free.
17 June 2026
Unprompted review
Reply from Leep Utilities
Good afternoon Samantha
Thank you for taking the time to leave such a lovely review.
We're delighted to hear that Deborah provided such a positive experience. It's great to know that her professionalism, friendly approach, and knowledge helped make the process easy and stress-free for you.
We'll be sure to pass your kind comments on to Deborah, who will be pleased to hear how much her support was appreciated. Feedback like yours means a lot to us, and we're proud to have team members who consistently deliver excellent service.
Thank you again for your feedback and for choosing Leep.
Have a great evening
Kelly
Quick, helpful and efficient
I wasn’t in a queue to speak with someone, they were really helpful and sorted what I needed in a few minutes.
16 June 2026
Unprompted review
Reply from Leep Utilities
Good afternoon Anna
Thank you for your feedback. We're pleased to hear you didn't have to wait in a queue and that Deborah was able to help you quickly and efficiently. We appreciate you taking the time to share your experience.
Have a great day
Kelly
Swift and very responsive kind and…
Swift and very responsive kind and helpful
15 June 2026
Unprompted review
Reply from Leep Utilities
Good morning Michelle
Thank you for your lovely feedback. I'm pleased you found the service swift, responsive, kind, and helpful.
Have a great day
Kelly
Transfer Account due to wrong supplier
Had an issue with a wrong supplier so had to set up my account with Leep instead. Phone call went right through to a person (no AI agents or machines) and he sorted out everything within 5 minutes.
Really happy to see a company that makes it as easy as possible nowadays.
15 June 2026
Unprompted review
Reply from Leep Utilities
Good afternoon Sean
Thank you for taking the time to leave us a review. We're delighted to hear that Noah was able to quickly resolve the supplier issue and get your account set up smoothly.
Providing straightforward, personal support is something we take great pride in, so it's wonderful to know your experience reflected that. We appreciate your kind words and look forward to supporting you in the future.
Have a great evening
Kelly
Great experience calling Leep
I had a great experience calling Leep Utilities. I had to wait for a it but when Gemma picked up the call, she not only helped me answer my question but also offered to help me set up my account right away! She was very patient and pleasant. Thank you, Gemma. :)
12 June 2026
Unprompted review
Reply from Leep Utilities
Good afternoon Ivanina
Thank you for your lovely review. We appreciate your patience while waiting to get through, and we're so pleased to hear that Gemma was able to answer your questions and help you get your account set up during the same call.
We'll be sure to pass on your kind words to Gemma—she'll be delighted to know she made such a positive impression. Thank you for choosing Leep Utilities, and we're always here if you need any further assistance.
Have a great evening
Kelly
Extra mile
Michelle was so warm, friendly and very professional. She went the extra mile, Amazing service.
10 June 2026
Unprompted review
Reply from Leep Utilities
Good morning Mervin
Thank you so much for your kind words! It was a pleasure assisting you. Michelle takes great pride in providing warm, professional service and always strives to go the extra mile for her clients. We're delighted to hear you had such a positive experience and truly appreciate your feedback.
Have a great day!
Kelly
I have just moved to a new build…
I have just moved to a new build property. Called to register and set up account. The customer service was great! Knew exactly what to do and had it set up in no time at all. Great experience
9 June 2026
Unprompted review
Reply from Leep Utilities
Good morning Kara
Thank you for your wonderful feedback. We're delighted to hear that your account setup process was quick and straightforward, especially as you've just moved into a new build property. It's great to know that Hannah knew exactly how to help and made the experience so easy for you. We appreciate you taking the time to share your experience and look forward to continuing to support you in your new home.
Have a great day!
Kelly
Michelle at Leap Utilities was very…
Michelle at Leap Utilities was very polite, efficient and helpful. She gave me good advice and helped me with all my queries relating to billing. Great customer service.
9 June 2026
Unprompted review
Reply from Leep Utilities
Good morning Tim
Thank you for taking the time to leave such positive feedback. We're delighted to hear that Michelle provided polite, efficient, and helpful service. It's great to know that her advice and support with your billing queries made a positive difference to your experience. We'll be sure to pass on your kind comments to Michelle. Thank you for choosing Leep Utilities.
Have a great day!
Kelly
Michelle who was on the phone is very…
Michelle who was on the phone is very helpful and friendly. She sorted out my bills within 5 minutes!
9 June 2026
Unprompted review
Reply from Leep Utilities
Good afternoon Ling
Thank you for your kind feedback! We're delighted to hear that Michelle was so helpful and friendly. We'll be sure to pass on your compliments to her. It's great to know she was able to resolve your billing query quickly and efficiently. We appreciate your support
Have a great evening!
Kelly
Deborah was really nice and…
Deborah was really nice and informative, I really appreciated the information she provided and the level of support that she provided. Thank you again, Deborah!
8 June 2026
Unprompted review
Reply from Leep Utilities
Good morning Tania
Thank you for taking the time to share your feedback. We're delighted to hear that Deborah was able to provide you with helpful information and excellent support. We will be sure to pass on your kind words to her, and we're glad she made such a positive impression.
Have a great day!
Kelly
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