Review Time
I mistakenly paid £248.76 to this service on their automated platform on 4th November 2025, and despite reaching out daily, I still have not received a refund. While the representatives are generally polite and try to assist, nothing has come of it. Their finance department lacks available contact information. This situation is now with my bank, and I anticipate significant compensation for the stress caused.
This has to be the worst water service I've ever encountered. As a disabled pensioner, I rented a flat on the vulnerable list but faced constant harassment from the company. After notifying them of my move, I received an erroneous bill exceeding £2000. I lodged multiple complaints but was given the runaround. They even threatened an engineer's visit, despite my imminent departure. When I returned to find they had sent someone, I complained again, only to face threats of bailiffs. After numerous emails to the CEO, I finally learned it was a mistake, yet I still haven't seen a refund. My emails are now blocked. This treatment is completely unacceptable. I requested to meet with them, but received no response. I contacted the press, but their advice was unhelpful. The lack of concern from the company is infuriating, and as a disabled pensioner, I now have to pursue legal action. Has anyone else faced a similar situation?
The educational session was delivered excellently by a knowledgeable team that truly engaged the students and answered all their questions. It was perfectly suited for my year 5 class, and their enthusiasm in declaring it their favorite trip speaks volumes!
I'm giving a star only to submit this review. My experience with the service today was disheartening. As a long-standing customer, I expected better. I called to arrange my account, which has never been an issue, but was informed of extremely high costs and told no arrangements could be made. This is how they treat vulnerable customers needing financial support. Truly disappointing.
I had a mandatory water meter installed, but on installation day, it started leaking. The installer drained it multiple times, but it kept refilling. He was told by his office that we had low water levels. Now there's a stream outside my house, and an inspector confirmed the leak, scheduling a repair that was later rescheduled without guarantee. My concern for my household, which includes a disabled adult and a newborn, seems to be ignored. If I could give zero stars, I would.
I wouldn't even rate them a single star! I canceled my account six weeks before moving, yet I received a bill for usage after vacating. I emailed them three times but only received one unclear response. After a disconnection during a call, the next representative was rude and unhelpful. This whole experience has been incredibly frustrating and reflects poor customer service.
I mistakenly paid £248.76 through their automated service on 4th November 2025, and despite daily follow-ups, I still haven't received a refund. While the representatives are courteous and willing to help, there has been no resolution. Their finance department has no contact details, and now I'm relying on my bank for assistance, expecting compensation for the stress this has caused.
The service has been utterly disgraceful. They cut off my water supply despite proof of payment. Their response was to ask for my account number to investigate, claiming it was unlikely they disconnected my service. I have been left without water since 24-09-2025, and their incompetence is infuriating. I urge others to avoid this company.
An engineer informed me that I qualified for the lead replacement scheme, and I received a letter confirming this. However, I was later told I do not qualify after I had already scheduled the work. Why send a confirmation letter if I'm not eligible based on my address?
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Supplying water to 750,000 people in parts of Surrey, Kent and south London. Call 01737 772000 in an emergency.
