We have used zip for many years even though some other similar products are cheaper. The engineers are second to none and are always on time. Our recent call out due to leaking unit was handled e... Se mere
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Se, hvad kunderne siger
Booking the service was very simple and the engineer called before arrival then arrived on time. The service was carried out very professionally and the area was left as found.
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We've used Zip Water UK for our ZipTap servicing on several occasions and have always been impressed with the service. The team are consistently polite, professional and reliable, making the whole p... Se mere
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The engineer arrived within the expected time and completed the task to be done efficiently and was courteous. The issue with the tap was resolved and the engineer explained what caused the issue clea... Se mere
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Virksomhedsoplysninger
Skrevet af virksomheden
Zip Water are creators of the world's most advanced drinking water solutions. Founded in Australia in 1947 (and operating in the UK from our Dereham base since 1991), we are now in over 70 countries around the world and millions of people use Zip Water systems – both drinking and hot water – in homes, workplaces, hospitals, schools and industrial buildings. We have been perfecting our product range for over 70 years; utilising the latest in technology and design. As well as our innovative range of filtered boiling, chilled and sparkling drinking water systems, we also offer a range of hot water solutions for a variety of applications and we are the recognised market leaders in our field. Our high performing product ranges have been designed with longevity in mind. With only the highest quality, most robust products tested to rigorous manufacturing standards, our customers trust in the durability of every single system produced. We are backed by numerous third-party accreditations, including WRAS and other essential building standards, demonstrating our ethos as a trusted brand across the globe. We work with some amazing businesses around the UK & Ireland – the NHS, Marks & Spencer, ITV and Cala Homes, plus many, many more and we set the pace in time saving, energy efficient, water conserving and user safe technology; constantly innovating to our customers feedback and requirements. Because of this, our business has grown exponentially over the years, both organically and through acquisition. Instanta branded boilers are also available through Zip Water and we are now part of Culligan Group - a US based worldwide leader in water treatment solutions, making us a truly global solution for all water requirements. We have consistently employed over 250 people in the last 5 years and have over 95 directly employed technicians and engineers in our HydroCare team giving us the largest support network in our industry.
Kontaktoplysninger
Norfolk, Storbritannien
- 0345 6 005 005
- specify.zipwater.co.uk
4,6
Fremragende
2 t anmeldelser
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It was easy to get through to you
It was easy to get through to you, and everyone is friendly & knowledgeable, the engineer contacted us before turning up and was on time.
8. september 2026
Besvarelse fra Zip Water UK
Good morning John,
I hope you're well,
Thank you for this brilliant review!
I'm glad to hear that you received the friendly and knowledgeable service we aim to deliver to all our customer! And that the engineer was punctual for his attendance. I will make sure that this is fed back to the relevant team leaders!
Kind regards,
Bradley
Courteous service by engineer
7. september 2026
Besvarelse fra Zip Water UK
Good morning,
I hope you're well,
Thank you for this great review!
I'm glad that Cordell provided the quality of service we expect of all out engineers. I will make sure that this is passed onto his manager!
Kind regards,
Bradley
Colin turn up on time and performed the…
Colin turn up on time and performed the service expertly.
7. september 2026
Besvarelse fra Zip Water UK
Good morning Keith,
I hope you're well,
Thank you for this brilliant review!
It's great to hear that Colin arrived on time and delivered the exceptional service we aim to provide! I will make sure that this is passed onto his manager!
Kind regards,
Bradley
Booked in a day earlier than originally…
Booked in a day earlier than originally stated and was completed in a timely manner
10. september 2026
Besvarelse fra Zip Water UK
Good morning Jenny,
I hope you're well,
Thank you for this great review!
I'm glad to hear that your callout was booked in a timely manner, and the works needed were also completed as such! I will make sure this feedback is passed onto the relevant teams!
Kind regards,
Bradley
Professional!
The chap who came was very professional - got on with it he was efficient, polite and friendly!
2. september 2026
Besvarelse fra Zip Water UK
Good afternoon,
I hope you're well,
Thank you for this great review!
I'm glad to hear that Paul delivered a fantastic level of service! I will make sure that this gets passed onto his manager!
Kind regards,
Bradley
You eventually mended my Zipwater…
You eventually mended my Zipwater machine after it had been seriously damaged by one of your engineers doing a service on it. The repairer dis. Good job but I felt the time it took for Zipwater to complete this repair was not as good as usual!
3. september 2026
Besvarelse fra Zip Water UK
Good afternoon Mike,
I hope you're well,
Thank you for providing this feedback!
I do apologise for the issues following the service visit, I can see that this was due to some broken screws which meant the front cover was unable to be refitted correctly. This new cover had to be ordered in as our engineers do not carry these as spares on their van, which along with the lead time for repairs in your area, appears to be the cause as to why a resolution took as long as it did.
I will feed this back to our service team, to see how we can better our service so this does not take as long to resolve in the future. In the meantime, thank you for your patience.
Kind regards,
Bradley
It took 24 hours from reporting the…
It took 24 hours from reporting the fault to getting it resolved with the engineer. Excellent service.
3. september 2026
Besvarelse fra Zip Water UK
Good morning Helen,
I hope you're well,
Thank you for this fantastic review!
I'm glad to hear that your fault was resolved as quick as it was! We always aim to respond to faults as soon as possible, so it's great to hear that this was the case and everything is now as it should be!
Kind regards,
Bradley
Besvarelse fra Zip Water UK
Good morning Richard,
I hope you're well,
Thank you for this great review!
I'm glad to hear that the replacement with Jamie went positively! I will make sure that this is passed onto his manager!
Kind regards,
Bradley
Prompt and efficient
27. august 2026
Besvarelse fra Zip Water UK
Good morning Michelle,
I hope you're well,
Thank you for this great feedback!
I'm glad to hear that we delivered the efficient service we aim to provide! I will look further into this and pass the feedback onto the relevant teams that dealt with your enquiry!
Kind regards,
Bradley
We are extremely disappointed by the level of service
UPDATE – 11th September 2026
Following my original review, Richard, one of Zip Water’s National HydroCare Managers, contacted me directly with a detailed response. I appreciate how quickly my concerns were escalated and the openness of his explanation.
Richard confirmed that the recent delays were caused by increased regional demand, long-term sickness absence and engineer training. He also confirmed that:
• Zip typically aims to attend HydroCare Plus reactive call-outs within 48–72 hours, where possible;
• HydroCare Plus customers are prioritised ahead of standard chargeable service requests;
• our call-outs were reviewed and had been allocated the earliest appointments available at the time; and
• the contradictory information we received about our six-monthly servicing will be investigated.
I have therefore increased my rating to three stars to reflect the prompt and constructive response from Richard.
The engineer Chris arrived today promptly for the scheduled works on two of our taps and the issues were resolved before he left.
While we appreciate the extra six months extension on our contract free of charge, we hope service levels return back to next day or 48 hours maximum for an engineer to come to our site so this doesn't affect our business.
ORIGINAL REVIEW:
We are extremely disappointed by the continuing decline in service from Zip Water.
When Kite first started using Zip, an engineer would generally attend within one or two working days. We now pay £5,937.61 plus VAT annually (£848 per unit) for HydroCare Plus cover across seven units. This plan promotes “fast and reliable service”, unlimited reactive callouts, six-monthly servicing and “priority response”.
Unfortunately, the latest delay is not an isolated occurrence:
• An issue reported on 22nd June was not booked for attendance until 30th June.
• An issue reported on 9th July was not booked for attendance until 14th July.
• A fault reported on 2nd September was not booked for attendance until 11th September—a wait of seven working days!
In the latest instance, we have no instant hot-water drinks facility available for our staff. No troubleshooting support has been offered, and we have not been offered an earlier appointment should a cancellation become available.
There is no published attendance target explaining what “priority response” means. If a wait of up to seven working days is considered priority service, how are HydroCare Plus customers distinguished from standard customers, and what meaningful benefit are we receiving for the amount we pay?
We would like this complaint formally escalated and ask Zip Water to:
• Explain why its response times have deteriorated so significantly
• Confirm its attendance target for HydroCare Plus customers
• Explain how priority customers are distinguished from standard customers
• Confirm how priority was applied to these callouts
• Offer an appropriate service credit or other remedy for the disruption and overall level of service received
A separate issue from the callouts; we have also had to remind Zip about the six-monthly planned servicing included within our plan. When we queried why the next service was scheduled a full year after the previous one, the response acknowledged that our plan included two services per year but continued to advise that the next service would not be due until September 2026. This contradictory response suggested that the person dealing with our enquiry did not understand our service plan or what we were querying.
We would welcome direct contact from a senior member of the team to resolve these repeated service concerns.
Regards,
Jocelyn Hibbert
Kite Packaging Ltd
2. september 2026
Uopfordret anmeldelse
Besvarelse fra Zip Water UK
Good morning Jocelyn,
I hope you're well,
Thank you for providing this feedback.
I can see that my colleague Richard, one of our National HydroCare Managers, has responded to you via email and addressed the points that you have raised regarding response time. If there is any further communication needed, please do feel free to contact himself.
Kind regards,
Bradley
Besvarelse fra Zip Water UK
Good morning Debi,
I hope you're well,
Thank you for this brilliant review!
I'm proud to hear that Luke demonstrated the friendly, competent and punctual service that we aim to deliver! I will make sure this is fed back to his manager!
Kind regards,
Bradley
the actual service was great , however trying to pay for the service was a big problem and very time concuming, and felt it was my fault although the lady admitted the fault was your end
the actual service was great , however trying to pay for the service was a big problem
25. august 2026
Besvarelse fra Zip Water UK
Good afternoon Paul,
I hope you're well,
Thank you for taking the time to provide us with this feedback!
I do apologise for the issues with making payment, our team are made aware of any issues with this so we can look into the cause and stop this from happening again.
I'm glad to hear that apart from this issue, the service was completed to a good quality! I will make sure this is passed onto the relevant team!
Kind regards,
Bradley
Great service
Great service - engineer is always very professional and accommodating
1. september 2026
Besvarelse fra Zip Water UK
Good afternoon Tracy,
I hope you're well,
Thanks you for this brilliant review about our engineer Luke!
I'm glad to hear that he consistently delivers a professional level of service, this is exactly how our engineers should be! I will make sure this is fed back to Luke's manager!
Kind regards,
Bradley
Besvarelse fra Zip Water UK
Good afternoon Imran,
I hope you're well,
Thank you for this brilliant feedback about our engineer Gary!
It's always positive to hear that our engineers are conducting themselves in a helpful and polite manner, I will make sure that this is passed onto Gary's manager!
Kind regards,
Bradley
Charlie came to sort out the problem we…
Charlie came to sort out the problem we were experiencing he knew exactly what it was and dealt with it in a polite and efficient manor.
He is a credit to ZipTap "Top Man"
30. august 2026
Besvarelse fra Zip Water UK
Good afternoon Martin,
I hope you're well,
Thanks you for this great review!
I'm proud to hear that Charlie delivered the top quality service we aim to provide! I will make sure that this is passed onto his manager!
Kind regards,
Bradley
Service engineer and his professional…
Service engineer and his professional attitude.
24. august 2026
Besvarelse fra Zip Water UK
Good afternoon Gzim,
I hope you're well,
Thank you for this brilliant review!
I'm glad to hear that Karam demonstrated a professional service while on site, I will make sure this is passed onto his manager!
Kind regards,
Bradley
Very helpful and prompt service call
Very helpful and prompt service call. Also gave additional unsolicited advice. Very pleased
20. august 2026
Besvarelse fra Zip Water UK
Good afternoon Sian,
I hope you're well,
Thank you for this great review!
I'm glad to hear that the service call was arranged promptly and we were able to rectify the issue. I will look further into this so that the feedback can be passed onto the relevant team manager!
Kind regards,
Bradley
Vile Engineer
I have no idea what these products are like, but I was extremely distressed to see one of their engineers treating his dog appallingly today in Tynemouth. He was dragging and yanking the dog around, threw it in his van and when the dog came to greet him when he got in the van, he hit and shoved it hard (aside from the fact the dog shouldn’t be loose on the front seat of the van) Disgraceful behaviour of your engineer
3. september 2026
Uopfordret anmeldelse
Besvarelse fra Zip Water UK
Good morning Samantha,
I hope you're well,
Thank you for taking the time to make us aware of this issue.
I have reported this to the area manager to have a conversation with the member of staff we believe this to be. This is absolutely not the representation we want of our company, and I'm sorry that you witnessed this.
Kind regards,
Bradley
Prompt response and resolution.
The response to my query was prompt and a very satisfactory resolution was presented. The Engineer arrived on site as expected and conducted the work efficiently and without any issues.
27. august 2026
Besvarelse fra Zip Water UK
Good morning Philip,
I hope you're well,
Thank you for this brilliant review!
I'm glad to hear that you query was responded to in a timely manner and the resolution was satisfactory. It's also great to hear the engineer that attended resolve the issue with no delay!
I will pass this feedback onto the relevant teams!
Kid regards,
Bradley
Besvarelse fra Zip Water UK
Good morning Kieran,
I hope you're well,
Thank you for this great review!
I'm glad to hear that Mark attended as advised and demonstrated the polite and friendly service we want to deliver!
I will make sure this is fed back to his manager!
Kind regards,
Bradley
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