Review Time
The outside meter stop tap at a vacant property I oversee wasn't fully shutting off. I reported the issue via email to the support team, and within ten minutes, I received confirmation that it was logged. The next morning, an engineer came but couldn't resolve it; he reported it for further attention. That same afternoon, a team arrived, replaced the meter and tap, and restored the area. Based on my experience, I have no complaints about the service.
I reported a problem with the outside meter stop tap at a vacant property I oversee. I emailed the service team, and within ten minutes, I received a response confirming the issue was logged. The next morning, an engineer assessed the situation but couldn’t fix it; however, he reported it for further action. By that afternoon, a team arrived, replaced the meter and tap, and restored the area. I can't fault the service based on this experience.
I can't comprehend how my bill jumped from £33 to £92 in just one month. This feels utterly unjust, and it seems the company is doing this to many others as well. It’s not just my situation; numerous people have seen their bills triple. This is simply appalling. Please steer clear of them if possible.
My direct debits stopped without warning. When I finally figured out how to create an account (my customer reference is 10 digits, not 8), I found they had a direct debit mandate set up but reset the amount to zero! I made a manual payment when I noticed this, yet my bill unexpectedly jumped from £33 to £60 without explanation.
If I could, I would give them no stars. I've had no water in my home since 7 am today. I reported a significant leak three houses down multiple times throughout the day, yet their website claims no issues in the area. I reached out via phone, app, email, and social media, even sending a video of the leak. My dog desperately needs water, and I live in a remote area. It's now 8 pm on Friday, and still no water. Completely unacceptable.
I've been waiting a year for them to read my meter. I called last month and was told they would read it in July, but my yearly bill has come through as estimated again. I’m canceling the direct debit until they actually read my meter.
I've found the service difficult to navigate, especially as a disabled customer. They provided no communication about the app, which I usually download without issues. However, I encountered problems and it seemed like they wanted to charge me for it. I still can't download the app. The customer service is disappointing. The reviews are mostly negative; do they even care? It appears they made a mess of the app launch and aren’t reaching out to assist customers.
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