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Our toilets had all blocked up, reported to Essex water on the 6th explained on the 8th was my husbands funeral. They promised to be there on the 7th. Job assigned on the system for the 7th and later in the morning assigned to an engineer. Alas at 3pm a call to say “can’t make it today will have to be the 8th” explained the situation with the funeral . Answer oh we MIGHT be able to get there later after 6pm. Explained with no toilets working an all the people coming to the funeral MIGHT is no good . Explained if I left it till later would never get a drain clearing company to clear !! Still saying MIGHT be able to get there. Utterly useless !! Had to get them cleared and paid for myself. NO CARE, NO COMPASSION , USELESS .BROKEN PROMISES. UNDUE STRESS AT SUCH A DIFFICULT TIME. IAN you need customer service training and how to prioritise your day !! Common sense was not in place . Care and compassion MIGHT MIGHT abs useless
This company exceeded my expectations in every way. I reached out to customer service thrice today, and each interaction was more helpful than the last. Initially, I received detailed guidance, and though I requested a call back at one point, they followed up promptly within 45 minutes. They even connected me seamlessly to the emergency appointment booking line. Despite a brief wait time, their service was outstanding, and they addressed the water issue in my living room efficiently. Their emphasis on customer care truly reflects their commitment to excellence. Navigating their website was straightforward and user-friendly. Overall, their dedication and capability are truly commendable.
Essex and Suffolk water came out today (Wednesday) to fix a leak. I had called them before the weekend (Friday). The leak was on my front path one step above the location of the water meter. I knew that they would only repair the leak if it was within one metre of their meter and I pointed out that, as water did not flow uphill, they would conclude it was not their responsibility. Nevertheless, they insisted on digging a hole around the meter just in case the water was squirting up hill. I wasn’t happy so I phoned head office and asked whether I could pay to have the hole dug in the right place. But the answer was no. I would have to have a survey and a written estimate to have the hole dug in the right place. It was only free to have the hole dug in the wrong place. Meanwhile the hole was dug in the wrong place, no leak was found, and it was the end of the working day. They are going to fill in the hole tomorrow and next week it will be repaved. I now need to find someone to dig another hole one step higher. And no water since Friday. Madness.PS To add insult to injury they sent me an email saying the leak was fixed.Update They have arrived today to fill in the hole. In order to do this, they need to drain it of water. I have pointed out that when I turn the water on, which I have to do from time to time to fill the bath and my containers, their hole will be flooded possibly undermining their infill; especially once the concrete paving has been re -laid. But apparently it is policy to fill it in.Update: Following a telephone conversation with head office I have managed to delay the filling in of the unnecessary hole.
My direct debit suddenly jumped from £93/month to £180/month. Recently had a smart meter fitted and it would seem that the old meter was faulty as historic bills show a massive jump on in useage in the final months of the old meter. New meter now shows normal useage. Customer service couldn't grasp that there is no way I could possibly use that much water over the winter of 2024/2025. They agreed to put my direct debit back to £93 and monitor future useage. Last months direct debit left my account for £93 but just checked my bank and they have again taken £180 this month. Joke of a company.
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Essex and Suffolk Water is a water supply company in the United Kingdom
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