Where the score comes from

Each source counts by its number of reviews. Only reviews written by people are scored.

Rating, volume, share of the score, six-month trend and fake-review risk for each source
Source	Rating	Reviews	Weight	6-mo	Fake risk
Trustpilot Imported Trustpilot reviews	4.3	192	100%		● Low

4.3 / 5 overall

192 reviews across 1 scored source

How fake risk works ⓘ

Reputation trend

Monthly average rating from reviews written by people · latest review May 2025.

Last 3 months: 3.0▼ 2.0
12-month avg: 3.3
All-time: 4.3
Category avg: 4.2

Monthly averageCategory average

How it compares

Same method for every company: overall rating, legitimacy checks, the average rating of reviews mentioning each area and the 6-month trend · Water Services.

Overall rating and review count for this company and similar companies
Company	Overall	Legit	Service	Value	Refunds	Trend	Reviews
Pure UtilitiesThis company	4.3 out of 5 (good)	100 out of 100	4.7 out of 5 (good)	2.7 out of 5 (poor)	4.0 out of 5 (good)	—	192
Wessex Water	4.5 out of 5 (good)	100 out of 100	4.8 out of 5 (good)	2.0 out of 5 (poor)	—	—	1,000
Cambridge Water	1.5 out of 5 (poor)	100 out of 100	1.8 out of 5 (poor)	—	—	—	40
Origin Energy	4.4 out of 5 (good)	100 out of 100	4.6 out of 5 (good)	2.7 out of 5 (poor)	3.4 out of 5 (fair)	—	1,000
So Energy	4.4 out of 5 (good)	100 out of 100	4.5 out of 5 (good)	3.8 out of 5 (good)	2.8 out of 5 (fair)	—	999

Bottom line: Pure Utilities is #4 of 5 on overall rating in this group. On value, So Energy scores higher (3.8 vs 2.7).

SK Davies

1 review

May 12, 2025

Featured

They have fantastic customer service

They have fantastic customer service. Over the years I have been with the company, they have always attempted to give me a great price on my bills.

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Andrew Lun

1 review

Apr 24, 2025

Featured

The worse water company ever

The worse water company ever… price is high and no customer service and support, what they wanted is take your money…

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Ian Ward

1 review

Feb 4, 2025

Featured

Customer Service request

Great service while I was a customer and efficient customer service processes. My request has been handled in one day

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Stuart

1 review

Dec 10, 2024

Featured

Spoke to accounts assistant Samantha…

Spoke to accounts assistant Samantha this morning regarding my new account. She gave clear and concise information about the concerns I had and was very polite and helpful. Great quality clear and easy to understand phone call.

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Sammy H

1 review

Nov 29, 2024

Complain to the WICS for these cowboys

Had a tiny office with a bill of £4.80 that we have tried to pay a number of times. Asked for a copy of the bill, only the first one, but no help from them. Now received a debt recovery charge of £40 for the £4.80 we are trying to pay. Complaint now going to the WICS. Anyone else with similar issues, I suggest you approach the regulator with any issues.

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Morag

1 review

Oct 9, 2024

Very poor communication

Very poor communication. Lack of transparency over charges.

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Ruth Brownlee

1 review

Aug 27, 2024

Avoid Avoid Avoid!

Can’t stress how much you have to avoid this company as they just hound you with emails and if you’re late they charge you £40 overdue payment. Can’t even read their records correctly and even hassle you for payment before due date. Please avoid! I’ll be switching asap.

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Richie

1 review

Aug 6, 2024

Harassed over and over again lawyers…

Harassed over and over again lawyers letters etc company send u bills every 2 weeks rather than every month this is so if u are disputing any charges with them they can try hit you with double the amount of debt recovery charges absolute joke of a company can’t tell u whether u do or don’t have drainage at a property but charge u anyway stay clear people try another provider

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Jules Turnbull

1 review

Jul 26, 2024

Best water Co. Scotland

Best water Co. In Scotland. Excellent customer service (callum always takes care of me). Would highly recommend.

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James Day

1 review

Jun 25, 2024

Meera is great!

Meera at pure utilities was really helpful.

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A M AP

1 review

Jun 18, 2024

Statement Enquiry

As a hard-of-hearing pensioner, Debbie was patient, extremely helpful and professional in answering all my questions and offering me useful advice.

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Colin

1 review

Jun 12, 2024

Outstanding customer service

I recently had to sign up with a water utility company as my property was identified as a gap site. I did this from the States with help from Callum McCarthy at Pure Utilities who answered my multiple questions quickly and professionally. He was a pleasure to work with and the whole experience did not feel like a typical interaction with a utility company. If only OVO would take a page out of your playbook . . .

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Gwen

1 review

May 29, 2024

Is it right for a company to be doing their job so poorly?Is it right for a company to be doing…

Is it right for a company to be doing their job so poorly? My experience of Pure Utilities is a company I would suggest you want to AVOID at all costs? Having made a complaint about zero customer service, employees who arrange a call back, but don’t, not once but several times. They are company who use threats instead of trying to listen or make some sort of effort to sort their issues out. You will receive constant harassment from them. They will lie to you and tell you cannot contact Scottish Water for assistance with their poor customer service, when you can. We will inform them that you are no longer responsible for the water charges, they will continue to invoice you and threaten you. While you are trying to sort out Prue Utilities, likely you will not be under contract therefore they will prevent you from changing company then charge you inflated invoices. Once you have spent a load of your time trying to sort Pure Utilities out and make a complaint, they will partially uphold your complaint but not compensate you for all your time and effort. You will then have to spend even more of your time taking your complaint to the SPSO. If you wish to avoid all this upset, AVOID PRUE UTILITES. Onto the Scottish Public Services Ombudsman now!

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Anon

1 review

May 24, 2024

Easy to contact and easy to sort out…

Easy to contact and easy to sort out any issue! Very personable staff! I’d recommend!

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TOMASZ TRZASKA

1 review

May 24, 2024

Worst company ever deal with

Worst company ever deal with They like charge you twice and they can't resolve problem

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Mags

1 review

May 16, 2024

Very helpful and quick to sort out a…

Very helpful and quick to sort out a query.

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Iain Foggo

1 review

May 14, 2024

Very good customer service

Very good customer service. They also offered the best deal compared to competitors.

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Neil Hopkins

1 review

May 9, 2024

A pleasure to deal with and easy

A pleasure to deal with an easy, professional and, fast service. Very competitively priced offering. First class.

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Liz

1 review

May 6, 2024

update to my feb 2023 review

update to my feb 2023 review Still a completely incompetent company to deal with. Despite providing them with who the occupier of a property was sometime ago (I own it) and them chasing the occupier over the past year i have now received a letter telling me I may be liable for a debt I have not incurred. On top of this they have got the address wrong and stated it as my own business address which I occupy and do not owe them anything for. I left pure utilities some time ago due to their ineptitude and constant harassment. Now they are chasing me for something which is not my issue. How do they get a licence to operate when they are so incapable of dealing with basic things. It's not difficult, find out the occupier, send them the debt letters, if they don't pay chase them. Maybe everyone harassed by this company should just send them a letter saying you owe us money and threaten legal action as pure utilities seem to think that's an acceptable way to conduct business. Potential customers - AVOID at all costs update to reply from pure utilities I have provided the infomration you requested to trace me and await your contact

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Robert Hörling

1 review

May 1, 2024

all organisation and billing works…

all organisation and billing works perfect

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Month	Average	Reviews
Jun 24	5.0	3
Jul 24	5.0	1
Aug 24	1.0	2
Sep 24	—	0
Oct 24	1.0	1
Nov 24	1.0	1
Dec 24	5.0	1
Jan 25	—	0
Feb 25	5.0	1
Mar 25	—	0
Apr 25	1.0	1
May 25	5.0	1

Pure Utilities reviews & trust report

Pure Utilities has a positive customer experience.

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Where the score comes from

Reputation trend

What people praise & complain about

Top praiseof 162 positive reviews

Top complaintsof 30 negative reviews

How it compares

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