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Our expert guide to Pure Utilities
Pure Utilities is a licensed water retailer in Scotland, regulated by the Water Industry Commission for Scotland. They provide retail water and wastewater services to business customers, while Scottish Water owns the network and delivers the physical supply.
Pure Utilities was founded in 2015, aiming to provide a customer-focused alternative to the default provider Business Stream.
If your business is currently paying default pricing for a Scottish water supply, it could be worth reviewing your supply options.
See how much your business could save by entering your postcode above.
Pure Utilities customer service
Here’s how to reach Pure Utilities customer service team:
Pure Utilities contact number
You can call Pure Utilities on 0330 113 3050. Phone lines are open Monday to Friday, 8am-5.30pm.
Pure Utilities customer area
Pure Utilities has a customer area on the website. While there is no traditional account login, businesses can use this section to submit meter readings, request copies of bills, and make payments online.
Pure Utilities email
Pure Utilities customers can email customer services at enquiries@pureutilities.co.uk for support, complaints, or general enquiries.
Pure Utilities prices
Pure Utilities does not publish the fixed business water rates offered to new customers on its website, although it does make its out-of-contract rates available.
To receive a bespoke price, use our business water comparison service to get quotes from Pure Utilities alongside other trusted business water suppliers.
Below is a summary of the published 2025/26 default tariffs for a typical small business with a standard-sized water meter.
Full details of all meter sizes, usage bands, and additional charges are available in the Pure Utilities Services and Pricing document on their website.
| Default Tariff charge | Fixed charge | Volumetric charge per m³ | Drainage charge per £RV |
|---|---|---|---|
| Water charges | £191.63 | £2.8752 for first 25 m³, then £1.0784 | N/A |
| Sewerage charges | £185.08 | £3.2158 for first 23.75 m³, then £1.9338 | N/A |
| Property drainage | N/A | N/A | £0.04932 |
Pure Utilities tariffs
Pure Utilities offers different tariff arrangements depending on whether a business has agreed a contract or remains on standard default pricing.
Default contract
If your business has not agreed on a specific tariff with Pure Utilities, your supply will usually be charged under a default business water tariff. Default rates ensure your water services continue without interruption.
Pure Utilities charges the maximum amount allowed by the Scottish water regulator, meaning that the default contract is typically significantly more expensive than a fixed contract.
Fixed contract
Under a contract with Pure Utilities, pricing is structured as a percentage discount against the published Default Tariffs. The default rates represent the maximum charge allowed, and your agreed discount is applied to those standard water and wastewater charges.
The level of discount offered depends on factors such as your annual water consumption, meter size, number of sites, and contract length. Discounts are quoted individually and are not published online.
Pure Utilities contract features
Pure Utilities fixed contracts are supported by standard terms of service that outline how billing, payments, and customer responsibilities are managed throughout the agreement period. These terms apply alongside any agreed fixed-term contract.
Payment methods
Pure Utilities issues bills monthly or quarterly, and payment must be made by the due date shown. Direct Debit is referenced as a standard payment method within their terms.
If invoices are not paid on time, Pure Utilities can apply interest at 8% above the Bank of England base rate, raise recovery charges, require an account deposit, or begin formal disconnection procedures in line with market rules.
Billing
Bills are typically issued on a monthly or quarterly basis, depending on the account setup. Charges are calculated using meter readings, estimated consumption, or assessed usage where a meter is not present. Businesses are responsible for paying invoices by the due date shown on each bill.
End of contract and renewals
When a fixed-term contract ends, services usually continue under a default tariff unless a new agreement is put in place or the business switches retailer. Default tariff rates may then apply until a new contract is agreed.
Credit checks and deposits
Pure Utilities may request an account deposit when starting or continuing services, particularly where there are credit concerns or payment risks. Deposits are refundable once the account is settled and all outstanding charges have been cleared.
Non-payment and disconnection
If bills remain unpaid or account obligations are not met, Pure Utilities may begin formal debt recovery procedures. This can ultimately lead to suspension or disconnection of services following the required warning notices and industry processes.
Switching suppliers
Businesses can transfer to another licensed water retailer in line with market rules once contractual obligations have been met. Transfers may be delayed where outstanding charges remain or where an active contract is still in place.
How to get a Pure Utilities quote
At AquaSwitch, we specialise in helping companies compare business water suppliers and find the best deals. If you’re looking to compare Pure Utilities with other business water suppliers, our simple three-step process makes it easy to switch and save.
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Start by entering your business postcode above and a few simple details about your business.
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Review quotes from Pure Utilities and other business water suppliers to find the best rates and contract terms for your needs.
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Once you’ve found the right deal, you can switch business water suppliers quickly and easily, ensuring you get competitive rates and the right service for your business.
Pure Utilities customer reviews
Pure Utilities has an Excellent Trustpilot rating of 4.4, based on feedback from business customers reviewing their experience with billing, customer service, and account management.
Pros
- Responsive customer service: Many reviewers highlight positive experiences when contacting Pure Utilities directly, noting that queries are handled quickly and communication is clear.
- Helpful account support: Customers often mention that staff are approachable and willing to assist with billing questions, tenancy updates, or account changes.
- Issue resolution: When problems arise, such as account or billing queries, reviews frequently note that matters are being investigated and resolved within a reasonable timeframe.
Cons
- Billing clarity: Some customers report confusion about charges or invoice structures, particularly when accounts are transferred between occupiers or contracts change.
- Account administration delays: A small number of reviews mention slower updates when processing tenancy changes or account amendments.
- Limited online account functionality: While an online customer area is available, some businesses would prefer a full login portal with more detailed self-service account management features.