Your unit is installed by a qualified Culligan engineer at the start of your rental. For mains-fed models, this includes all plumbing connections and any additional pipework required to position the unit in the right location. Our engineers carry out a site assessment before installation to confirm the best placement and ensure everything is set up correctly from day one.
Regular service visits are included throughout your rental. During each visit, our engineers carry out a full inspection of the unit, clean and sanitise all internal water contact surfaces, replace filters as required, and conduct performance checks, including flow rate and temperature testing. You do not need to request a service visit; these are scheduled automatically and carried out without disrupting your workplace.
Filters are replaced during each scheduled service visit as part of your plan. For mains-fed units, this typically means filter changes every six months, in line with industry guidelines. For units with UV purification, UV lamps are also replaced on a scheduled basis. There are no additional charges for filter replacements on a rental plan.
Sanitisation of your water dispenser is carried out as part of every scheduled service visit. Our engineers use food-approved sanitising fluid to disinfect all internal water contact surfaces, pipework, taps and dispensing points. For bottled water coolers, this includes all internal components. For mains-fed units, the system is flushed with sanitising fluid and thoroughly rinsed before being returned to service.
If something goes wrong between scheduled visits, call-out cover is included in your rental plan. Contact Culligan’s customer support team, and our engineers will attend to repair or replace your unit as quickly as possible. In most cases, issues are resolved on the first visit. If a unit cannot be repaired on-site, we will arrange a replacement to minimise downtime.
Service visits are scheduled automatically based on the frequency set for your unit type and usage level. Most water coolers and dispensers are serviced every six months, in line with industry guidelines and WRAS requirements. You will receive advance notice before each visit so you can ensure access to the unit is available. The visit itself typically takes around 20 to 30 minutes and does not require you to shut down the machine or vacate the area.
During a scheduled service visit, your Culligan engineer will:
The servicing process is broadly the same for both mains-fed and bottled water coolers, but there are a few differences worth knowing.
For mains-fed water coolers, each service includes cleaning and disinfecting internal water contact surfaces and taps, replacing the inline filter, flushing the system with sanitising fluid and rinsing with fresh water, replacing the UV lamp where applicable, and conducting flow and temperature function tests.
For bottled water coolers, the engineer cleans and inspects the unit, disinfects all internal water contact surfaces, pipework and taps using a food-approved sanitising fluid, and carries out function tests. There is no filter to replace on a standard bottled cooler, but the dispensing mechanism and all contact surfaces are thoroughly cleaned on every visit.
Culligan’s service plans for instant boiling water taps and hot water dispensers cover regular servicing, filter replacements, system checks and safety inspections. Given the additional safety considerations of units dispensing water at boiling temperature, our engineers also carry out specific safety checks on thermal components, safety shutoffs and dispensing mechanisms during each visit. If any component shows signs of wear or potential failure, it is replaced before the unit is returned to service.
Sanitisation is the most important element of water dispenser maintenance. Under UK industry regulations, bottled water is classified as a food product and is subject to food hygiene legislation throughout the bottling, storage, delivery and dispensing process. For mains-fed units, Water Supply (Water Fittings) Regulations apply. In both cases, regular sanitisation is a regulatory requirement, not just a best practice.
Culligan’s sanitisation programme uses food-approved sanitising fluid to disinfect all internal water contact surfaces, pipework and dispensing taps. The process takes around 20 minutes and is carried out without disrupting the normal use of your workplace. Rental customers do not need to request sanitisation; it is scheduled automatically as part of the standard service visit cycle.
Between scheduled service visits, there are a few simple steps your team can take to keep your water dispenser in good condition:
Filters play a critical role in the quality and safety of the water your dispenser produces. Over time, filters accumulate the impurities they have removed from the water supply, including chlorine, sediment, limescale, heavy metals and organic compounds. Once a filter reaches saturation, its performance declines and bacteria can begin to build up within the filter media itself.
For this reason, filter replacements are carried out on a fixed schedule rather than waiting for performance to noticeably decline. On most Culligan mains-fed water coolers, filters are replaced every six months as part of the scheduled service visit. For units with UV purification, the UV lamp is also replaced on a scheduled basis to ensure consistent pathogen-free output.
If you are renting your water dispenser from Culligan, all filter replacements are included in your monthly plan at no additional cost. There is nothing to order, track or organise. Our engineers bring the correct replacement filters to every scheduled service visit and fit them as part of the standard service.
If you have purchased your unit outright, filter replacements are available through Culligan’s service plans for purchased equipment. Alternatively, filter cartridges for Culligan units can be ordered through Culligan’s accessories and consumables service. Our team can advise on the correct filter specification for your model and arrange a replacement service visit if required.
If your water dispenser develops a fault between scheduled service visits, Culligan’s call-out service is available to rental customers as part of their plan. Here is how to raise a call-out and what to expect.
Call-outs can be raised through Culligan’s customer support team by phone or through the customer portal. When you get in touch, have your account number and the make and model of your unit to hand. This helps our team assess the issue and allocate the right engineer as quickly as possible.
Once your call-out is logged, our team will assess the issue and schedule an engineer visit. In most cases, faults are resolved on the first visit, as our engineers always carry a stock of the most common replacement parts for Culligan products. If a part needs to be ordered, a return visit will be arranged as quickly as possible. If your unit cannot be repaired within a reasonable timeframe, a replacement unit will be provided to ensure you are not left without a working dispenser.
Most water dispenser faults fall into a small number of categories. Here is a guide to what they commonly indicate and whether you should call out immediately or wait for a scheduled visit.
Culligan’s servicing and maintenance programme is designed to meet or exceed the standards set out by the relevant industry and regulatory bodies governing water dispenser hygiene in the UK. Understanding these standards helps businesses ensure they remain compliant and that their water provision meets the health and safety expectations of staff, visitors and customers.
All Culligan mains-fed water dispensers and boiling water taps are WRAS-approved (Water Regulations Advisory Scheme), confirming they meet the requirements of the Water Supply (Water Fittings) Regulations 1999. These regulations govern the design, installation and maintenance of fittings that connect to the mains water supply to prevent contamination of the public water supply. Culligan’s installation and servicing practices comply with WRAS requirements as standard.
Bottled water dispensed from a cooler is classified as a food product under UK food hygiene legislation. This means the equipment used to dispense it is subject to food hygiene regulations, including requirements for regular cleaning and sanitisation. Culligan’s approved sanitisation programme is designed to comply with these requirements. Rental customers are automatically covered by Culligan’s scheduled sanitisation visits.
For water dispensers installed in healthcare environments, Legionella risk management is an additional consideration. HSG274 guidance from the Health and Safety Executive sets out requirements for water system management in healthcare settings to control the risk of Legionella. Culligan’s WRAS-approved products and managed service plans support compliance with Legionella risk management requirements. Speak to our team if you need specific guidance for a healthcare installation.
Culligan holds relevant industry certifications and accreditations covering our installation, servicing and maintenance practices. Our engineers are trained specialists in the installation and maintenance of water dispensers, coolers, boiling water taps and drinking water fountains across a wide range of commercial and public sector environments.
This table gives a quick reference guide to the recommended maintenance frequency for common Culligan product types. Rental customers do not need to manage this themselves; all items marked as included are handled by Culligan as part of your plan.
For most Culligan water coolers and dispensers, scheduled service visits take place every six months. This covers sanitisation, filter replacements and performance checks. The frequency aligns with industry guidelines and regulatory requirements for water dispenser hygiene. Rental customers do not need to book or track these visits; they are scheduled automatically by Culligan.
Yes. All Culligan rental plans include scheduled servicing, sanitisation, filter replacements and call-out cover as standard. There are no additional charges for routine maintenance on a rental plan. The only costs are your fixed monthly rental fee, which covers everything from initial installation through to the end of your contract.
Rental customers can raise a call-out through Culligan’s customer support team by phone or via the customer portal at mywater.culligan.co.uk. Our engineers aim to attend as quickly as possible and resolve the fault on the first visit where possible. If your unit cannot be repaired on-site, a replacement will be provided to keep you up and running.
No. Filter replacements are scheduled as part of your regular service visits. Culligan’s engineers bring the correct replacement filter to every scheduled service and fit it as a standard part of the visit. If you notice a reduction in water flow or a change in water quality between visits, contact our team, and we will arrange an interim visit.
Yes. Culligan offers service plans for purchased units that include the same scheduled maintenance, filter replacements and call-out cover as a rental plan. Speak to our team to get a quote for a service plan based on your unit type and usage. Filter cartridges for Culligan products can also be ordered separately through our accessories and consumables service.
A standard water dispenser service visit typically takes around 20 to 30 minutes. The engineer will carry out sanitisation, filter replacement and performance checks during this time. The machine is returned to service at the end of the visit. In most cases, the visit causes no disruption to the normal use of the surrounding area.
Sanitisation involves disinfecting all internal water contact surfaces, pipework and dispensing taps using a food-approved sanitising fluid. For mains-fed units, the system is flushed with sanitising fluid and thoroughly rinsed with fresh water before being returned to service. For bottled water coolers, all internal water contact surfaces and components are cleaned and disinfected. The process complies with UK food hygiene regulations and WRAS requirements.
If you are a Culligan rental customer, your service visits are scheduled automatically, and you will receive advance notice before each one. Between visits, signs that your unit may need attention include a change in water taste or odour, a reduction in flow rate, temperature inconsistency or any visible leaks. If you notice any of these, contact Culligan’s customer support team rather than waiting for the next scheduled visit.
Culligan’s managed service plans are designed specifically for Culligan products and are not generally available for units supplied by other providers. If you are considering switching to Culligan from another provider, our team can advise on options and discuss whether a Culligan product replacement would be appropriate for your requirements.
Keeping a water dispenser or cooler properly maintained is not complicated when you have the right support in place. Culligan’s rental plans are designed so that everything, installation, scheduled servicing, sanitisation, filter replacements, call-out cover and account management, is included in a single, fixed monthly cost. There is nothing to book, track or arrange separately.
For businesses that have purchased their equipment outright, Culligan’s service plans provide the same standard of ongoing maintenance and support. And for customers who want to handle day-to-day care themselves, our maintenance guidance and customer portal make it straightforward to stay on top of the basics between Culligan visits.
Key things to know:
