Review Time
I am more than happy to write this piece to thank the leadership of Water Plus and to acknowledge the effort of one of your staff, named Paula (@customer service), who happened to pick up my call today and demonstrated the client-centered initiative to handle my issue (complaint) on a ridiculous bill that I received as my water bill. Paula not only spoke about the possibility/likely cause of such issue, but also reassured me that the team is going to look at it objectively, which has gone a long way in my worries and mental status. She asked me for the necessary documents (previous email, my bill statement) as evidence. Paula applied good understanding of her work, fortified with her professionalism, to put effort into looking at the issue. I specifically, would like to thank Paula for taking steps and also for letting me and my family feel that "Water Plus" is a reliable company. Paula has also motivated me to 'speak up' because she didn't just listen to my complaints as just any complaint but counted it fit to work on it.
Thank you, The Water Plus. Thank you, Paula.
May I request if Paula could get this feedback too?
I am more than happy to write this piece to thank the leadership of Water Plus and to acknowledge the effort of one of your staff, named Paula (@customer service), who happened to pick up my call today and demonstrated the client-centered initiative to handle my issue (complaint) on a ridiculous bill that I received as my water bill. Paula not only spoke about the possibility/likely cause of such issue, but also reassured me that the team is going to look at it objectively, which has gone a long way in my worries and mental status. She asked me for the necessary documents (previous email, my bill statement) as evidence. Paula applied good understanding of her work, fortified with her professionalism, to put effort into looking at the issue. I specifically, would like to thank Paula for taking steps and also for letting me and my family feel that "Water Plus" is a reliable company. Paula has also motivated me to 'speak up' because she didn't just listen to my complaints as just any complaint but counted it fit to work on it. Thank you, The Water Plus. Thank you, Paula.May I request if Paula could get this feedback too?
My experience with Water Plus continues, which has been nothing short of exhausting, stressful, and deeply disappointing.After 18 months of repeated phone calls regarding an unexplained water bill totalling £3,900, I was finally informed today that a burst pipe allowance has been approved by United Utilities not Water Plus. This only happened after I personally chased the issue relentlessly.To put this into perspective, I have calculated that I have spent approximately 24.7 hours on the phone trying to resolve this matter.Despite this, Water Plus attempted to present this outcome as if it were their own resolution, and then informed me they had “waived” my late payment fees of £12–£15 — while I was being pursued for £3900+ and threatened with debt collection and disconnection of my water supply during an unresolved dispute.What shocked me most was the attitude during today’s call. I was asked, “So what is it you’re after another credit?”Let me be absolutely clear:1. The credit did not come from Water Plus it came from United Utilities.2. I am not looking for “another credit.” I expect basic professionalism, accountability, and fair treatment.Over this 18-month period, I have:• Been threatened with debt collectors• Had disconnection visits arranged• Been repeatedly chased for payment while the issue was unresolved they wouldn’t accept a DD setting up less than £350 per month• Been forced to act as my own case manager just to get a legitimate allowance applied and they won’t accept my phone bill to be paid by them. The lack of ownership, communication, and customer care throughout this process has been unacceptable.This has not been a service it has been a battle.I would strongly advise anyone considering Water Plus to be prepared for long delays, poor communication, and an alarming lack of accountability when problems arise.
What a fantastic service today.Paula was amazing to deal with from start to finish so helpful and explained everything so clearly.Paula must be a great asset to the company, it’s so nice when you deal with some one like this, so understanding and knowledgeable about her job.Thank you so much Paula, it’s a credit to you .
I cannot believe that a company will not allow me to pay them a reasonable amount every month by direct debit but would instead prefer to hit me with a huge bill every 6 months. Today I wasted an hour on the phone talking (and, through sheer frustration, shouting) at Water Plus representatives. I had been meaning to phone for a couple of months because, after a completely unexpected £1650 bill at the end of last year, it was apparent that our £79 a month direct debit was completely insufficient to cover our water usage.I phoned the customer service line and, after being told during the security questions that my contact telephone number was incorrect, even though I was reading it from the my account section of the Water Plus web site, I asked for them to change my direct debit to a more realistic figure so that I wouldn't get hit with another enormous bill. After a really frustrating hour (on hold for approximately 25 minutes) I was still getting the same "We cannot change your direct debit" response from two different people who although they claimed to understand my frustration, were unwilling to do anything about it. In 22 years in business, I have never met a utility company who weren't interested in getting billing right or refused to allow me to pay them the correct amount of money. I am utterly bemused as well as being really frustrated and angry at this ridiculous situation. You couldn't make it up.
Quick response to my initial enquiry. I had a callback and quote in my inbox within 24 hours! Far quicker than other suppliers. Plus Water Plus were cheaper! Big thanks to Mandy Brennan for such a great service. Looking forward to being switched over to Water Plus.
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