Essex and Suffolk Water Reviews 211

Steve & Dean were brilliant, after many excavations the stopcock was found and changed with a new one. They were very polite, worked hard everyday. Very tidy, reinstating was spot on, top soil and grass seed. Thank you

Meter installed without being asked, giving a quote that average price for a meter would be £5 move then I'm paying at present, also saying that blue tooth devices can't be hacked every phone has blue tooth

They estimated my bill at over double what it usually is so I called them and after hanging on for 34 minutes was cut off . I’m assuming still working from home or abroad somewhere . Such awful service well no service in fact 🙈

This company is disgusting. They already charge obscene amount per month. This month they just decided to charge DOUBLE the "normal" amount. We are not using water any more than we did months earlier.

Ralph came to locate our stopcock outside. He talked me through everything and read the meter while he was here. A very knowledgeable man who is an asset to your company - nice one Ralph!
(ref 16069732)
- Coachman Court, Rochford

I wanted to say that I have had to deal with the customer service team when becoming a single occupant and new to bill paying, and they were so helpful and supportive and made everything clear to help me . In addition most recently when my dad passed away and I was not aware there was an outstanding bill at his property, they were very empathetic, professional and incredibly helpful to help me resolve the matter. Every time I have to call E&SW the customer service team are always a pleasure to speak to, so thank you.

ESW's account management has just caused me a major problem with my credit rating. Accidentally underpaid my April 2023 bill by 30p (on a £68 bill) due to finger problems. Received no reminders or follow-ups from ESW about this so was unaware.

They then added the 30p to my October bill which was settled in full and on time. Still wasn't aware of the 30p issue. Shortly afterwards my credit rating is severely downgraded due to a 'missing payment' to ESW.

ESW tell me that no reminders are sent for such small amounts, so for 6 months they were reporting the missing 30p to the credit agencies. This goes directly against their published policy 'Managing Debt 2022 v4'

Burst water main outside our business premises which caused a flood to the whole ground floor of our offices and warehouse. Can't be held responsible for every pipe underground but I reported it about 7.30am and they had a guy here at 8.15. This was during the recent storm. They managed to turn the water off and had a crew here digging within a couple of hours. Also called in a clean up and drying crew by 1.30. I left at 6pm and the guys were still working on the leak. Came I today, leak has been fixed and a backfill team turned up about 9am to start filling the hole in so we could get full access to the site again. All the guys I spoke with, and there were quite a few, were all very helpful and polite. Can't fault them so far.

Bad experience and disappointment. I asked essex water t turn off the water supplies in my house to locate water leakage but they couldn't find any and charged me fully for nothing. I had to arrange a local plumber, he did it within seconds. A total ripp off!

Came to fix water leak on stop cock in my garden (their responsibility) We cleared the gravel back, cut back plants and asked them to put back membrane when finished and leave as they found it. Well what a total mess!!! We have mud everywhere, crushed and broken plants, plant roots exposed and left on the surface, mud all up my neighbours wall and all over their drive way and our gravel washed out onto the pavement. Rang customer services and someone was coming out to sort it. Appointment made...no show!!!

Couldn't stop water flowing into and then out of the cistern on Saturday evening! Unable to turn off any stop cocks so contacted E and S Water. About 30 minutes later, the most wonderful ie helpful and effective man arrives and sorts us out. Excellent service ...pity I can't contact the company directly to give them this feedback so they can recognise what an amazing member of staff they have

Water is very expensive so decided to opt in for a smart water meter, turns out it’s not so smart as my bill hasn’t come down and stayed the same. We’ve used 7 cubic meters of water in 2 months which doesn’t amount to £22 a month and they’ve had 2 manual meter readings.
I also have to pay Anglia water £29 a month for drainage which is estimated by ESW, this also hasn’t been updated to reflect what we’re actually using, in fact 5 of the 7 cubic meters of water have been used on the garden, so classed as surface water, my bill shouldn’t much more than a couple of pound a month.
Please check your bills with both companies as I’ve seen discrepancies, especially Anglian water who think they can charge everyone for surface water drainage when it actually flows back to the rivers, they automatically add surface water drainage to the bill of all new customers, it’s only until you make them aware or ask if they charge for surface water they then make the changes this is deliberate fraud to maximise profits.
Both companies are con artists!
Wait until everyone realises water meters are cheaper, both companies would lose mega money and then they’ll put the prices up to compensate for the losses, their just blatantly robbing people out of their hard earned cash and flushing the waste down the rivers!

Reported me to debt company for missing ONE payment which was only ONE month late.

Bearing in mind

1. I thought there was a direct debit in place but apparently in Essex we are charged by Anglian Water as well.

2.I am not living at the property - got no letters

If someone would have called me I could have paid it would of been nice since I am a paying customer and have NEVER made a late payment!!

SO UNFAIR for this to affect my credit rating esp when I am due for a re-mortgage.

So disgusting, Money grabbers!!!

The most incompetent firm ever, I called them that I moved out, they confirmed it back, then 4 years later my credit score shows that I missed payments, then I call them they said they did a mistake but they can't fix it.
Incompetent, useless and bad people.

I would give no stars if I could, I have filled in the bereavement form, and even though they in fact owe a refund,they are still sending bills to my mothers address. Settld advised that this would not happen again, but just received another bill saying overdue payment. Totally incompetent and insensitive to bereaving family

In March paid half yearly bill as I have done before, as I knew I would be moving in the near future, only to receive on the 12th May a bill from them stating that I was a debtor which is not the case, there was also the threat of them placing a mark on my credit rating.
I immediately paid the second half and phoned them was told by a rude and unhelpful member of staff that it was my fault, I had told them that we would be moving she asked for my date of birth and I wondered why I was concerned over these threats I believe that this was intimidation and bullying as I am a pensioner, I am disgusted at the treatment I received as on my account it offered me the option to pay the full or half yearly payment what is the point of offering this when they are going to threaten customers if they choose the half yearly there service is extremely poor. Made a complaint getting nowhere.

Assigned the someone else water meter to me. Nearly 3 years i paid for someone else water. I called every time after I received the bill and asked telling them that it's impossible what one person can use so much water in a month and they keep telling me I have water leakage. For the past month, he calculated for me that he consumed 14 cubic meters of water. I live alone. When I got these numbers, I checked the water meters outside, and it turns out that the meter assigned to me does not turn when you turn on the water, and the one next to it, which has my apartment number written on it, turns, but they still say that there is a water leak.

Reported an issue regarding supply to my house. Lady said someone would be out that day. Twenty minutes later van turned up and a very helpful young man changed the stopcock supplying the house. Completed in 15 minutes.

I got a rude awakening when I checked my credit file and realized I was owning £2 and has a massive impact on my file.
I’ve always paid my bills in full and didn’t know how I missed payment of £2. No reminder was sent for me to no that I was owning them. They just went straight ahead and sticks it on my file.
Every other organisation will send you a reminder without negatively impacting your credit file. Disgusting 🤢

Just wanted to sing the praises of two engineers, Ben Smith and Gary, who attended our property late afternoon into the evening on 22nd February.
After some plumbing works in the property lead to a broken internal stop tap, we received incredibly quick and efficient service to attend to our home to switch off the mains. After finding the mains was cemented over by the council, the engineers returned within the hour to dig up the area and fit a new one.
Whilst this can be a stressful situation, the two engineers were incredibly reassuring and helpful. Providing regular updates throughout without being asked and being extremely empathetic and safe with the condition of our property.
Today they are attending to complete the works and re-cement the area following our plumbers visit.
Thank you again, great service.