csg.co.uk

Sad decline in competence and service

We have used CSG to maintain our domestic treatment plant for over ten years and, hitherto, they have been excellent.In July, however, a new engineer did the annual service and, when all was backing up and the power tripped 6 weeks later, he came back and it seems that, during his service, he had disconnected the drainage field pump. This had flooded the whole system and burned out the compressor. He fixed it, including a new compressor, and, after some protest by me, CSG agreed that this visit should not be charged.11 weeks on, this weekend, a horrible smell prompted me to inspect and I discovered that the water pipe to the compressor was not connected so untreated sewage was being pumped into my drainage field. I reported this to CSG today and was told that the engineer was sure he had left it properly fixed and that it was a normal problem for this pipe to become disconnected. Thus CSG was not at fault and would book him back to me at their normal call-out rate of £260 plus parts.I suggested this was not satisfactory and asked that the engineer manager call me back to explain. I am still waiting. I will be finding someone else to do the work going forward.UPDATE FOLLOWING RESPONSE FROM CSGIndeed, CSG did call two days later and, after considering again, still insisted that there was no fault by their engineer but they would send him back to fix it and waive the charge as a goodwill gesture. I responded that a third visit by a chap who had left it unserviceable twice before and insisted in both cases that it was not his fault, was not particularly useful, even if free. At a subsequent visit by Boxall Ward, its engineer showed me what the CSG man had done wrong and he fixed it properly.The issue is that I need an annual visit by someone who will check the equipment is working and take the worry off me for the next year. CSG seems to no longer provide this.

Date of experience: Nov 24, 2025