Southern Water Avaliações 

All I needed was an email from Southern Water showing that the previous property now has a nil balance - which had to be proved to the landlord of the property we were leaving. OMG finally after 10 days and at least 6 calls I have FINALLY received what I needed. They KEPT promising that an email is on its way....the email never arrived. Today I had a lucky stroke speaking to MELISSA JANUARY- a caring girl who managed to finally sort this out - she called me a couple of times to let me know that she WILL organise my request and by jove she did...so well done to this helpful girl!! I can now eventually forward the email onto my landlord to retrieve my deposit. Its been a nightmare!!!

Bill has increased far too much for this criminal company, won't be paying them at all now.

Can I give a zero star?? Or minus ?? Company ripping off blind in daylight. Legal mafia. Plus trying pay bloody bill,site most time not working. How government let run water company like that ,I don't know. Plus no choice to change different company....

disgusting customer service , i spoke to them on the phone regarding an outstanding payment because i got a threatening letter (i was told wasn’t needed to be paid yet and as it wasn’t due til mid next year and as long as it was paid by then it wouldn’t be escalated) for it to then be passed on to a DEBT COLLECTION AGENCY only 2 weeks later . i had to pay next years balance to a debt collection agency because the payment plan that i had agreed three weeks ago had been a lie essentially . phoned to complain after paying the collection agency , woman on the phone sounded high and out of it and clearly didn’t care about the fact that the company had tried to ruin my credit rating over a debt that doesn’t exist until next year , awful attitude , no apology . she just said my complaint would be escalated , when i asked how (because she clearly didn’t think it was something she should explain without being asked) she said i’d get a callback from the complaints team in the next couple of days .

disgusting company , playing at ruining peoples financial situation for no reason at all . customer service is atrocious .

This company is appalling and a great demonstration of how privatised entities (with total monopoly in their areas) have not been held to account for years of bad corporate management and their blatant disregard for the service they have to provide. It is not the staff's, the operatives', or even individuals' in customer services fault: it is simply an unacceptable and terribly run organisation and the fault of this is the board. To all the executives, middle and senior management - a wee tip: I'd advise leaving Southern Water off your cvs for when you are seeking new managerial roles. The game will soon be up for this company and others like it.

Southern water is the worst company. It should have never been privateist under thatcher government. A disgrace , most of the profits goes to share holders, they should be paying for the infrastructure.
Hose pipe ban what a joke !
I lived in flat a few years ago. The gardener drove over the cockstop with laymoyer. Water started gush out , we phoned to southern water to advise is council land nothing to with them. Soke to council told us is southern water problem. All day water continue to gush out no one came . Early hours in morning water pipe was empty and we had no water . What a waste. I reluctant pay my water bill

Called up the first time due to a miss reading on southern water’s behalf. We were about to be charged a lot for water we did not use as only just moved in. Was also told they couldn’t garuntee they would be able to sort the price out, so most likely we will have to pay it anyway. Was on hold for an hour.
Second time, called up to confirm when the engineer will be arriving as had not received any sort of confirmation 2 weeks before. Was told 8am-12pm.
An engineer did not arrive.
We phoned up again at 1:30pm to find out if there was a delay.
The customer service team did not seem well trained for this situation and told us that the previous lady we spoke to had ”lied” to us, as there was never an appointment booked in the first place.
Total waste of a day off from work, waiting for them.
Scheduled another appointment for 3 weeks time. Fingers crossed they bother to come.

Just been billed for last three years today, why

Customer service- you wait for ages every time you ring, there has been no real improvement in the last 3 years as far as I am concerned.

They automated service just delays you further. 

Please bring in competition we are stuck bad service. 

3rd Nov web site as usual not working as they would like to tell us,

"Something went wrong loading these details"

Dreadful company 56% price increase who gets away with this unreal. Even when I rang they said nothing to stop them doing the same again next year.

The very worst company to deal with especially, the Owfat racketeering price rise with no end in sight of pollution controls. No projections on bill increase for households just a pay up or else by an unreasonable and unethical company a zero star company.

I moved to Broadstairs last year and was given a serial number for my water so I knew where to read the consumption of water I was using I rang southern water to say I was leaving and going abroad giving them enough time to prepare the water usage that I had used and was shocked to told that my water bill was over £1200 for six months which set alarm bells ringing considering that I live alone my last bill was just over £100 which I paid I have now been told it I don't pay the water company have threatened to black list my credit score .. luckily for me I found out that the serial number was for another property next door to me but they say I must still pay quite disgusting really ..This company use an agency in South Africa who haven't got a clue here in the uk it takes for ever to get through I ask for a call back the following day to give them an update as I had found the correct meter number the call was set to be at 4pm in the afternoon where I had driven to my old address southern water did not call me back, I am fuming they don't give a damn about customer service our government should be supporting the British people but this is another problem the water boards are over charging because of all there problems they have caused with sewage over the years polluting our waterways and seas

There's no customer service email link.. my general question about my bill isn't urgent so I'd be happy to wait a while for an answer and I don't fancy hanging around on the phone or live chat. Email is a convenient way for not-so-urgent questions because you know how long it's going to take...5 mins to type it..

I know that most of the time people only add reviews for bad service, and I am unfortunately one of them.
In a nutshell, selling a property and trying to close the water account using my correspondence address has been a nightmare. As with the other reviews, I have had to make countless calls and each time have to try to unpick different information given by the previous customer services rep. Each call has lasted approximately 40 minutes. All reps were polite however, but leave you with no confidence in that they have done what is promised.
Isn't it a shame that we get no choice of which company we can use (as Southern Water would NOT be in the running).

In this case I will share my concerns of unlawful financial extortion carried out over a continuous period of five years, and my household’s prolonged exposure to Southern Water Ltd’s misconduct - including data falsification, harassment, defamation, and systematic intimidation.

As a direct result of Southern Water’s actions, my family and I suffered severe material and psychological harm, long-term financial depletion, and significant emotional distress, leading to lasting damage to our wellbeing and stability.

Southern Water’s conduct resulted in the violation of our fundamental right to quiet enjoyment, a right that should protect every individual from interference, intimidation, and undue distress in their home life.

When the company’s misconduct was finally exposed, instead of acknowledging responsibility and rectifying their wrongdoing, Southern Water Ltd attempted to shift the blame onto me, the victim of their unlawful actions. This response demonstrates a conscious effort to evade accountability, further compounding the harm already caused and reflecting a troubling lack of integrity and transparency within the organisation.This is documented.

Southern Water Ltd has confirmed in writing that they (it) applied unsolicited third-party data to my household’s assessed water use account, under my name, without my informed consent and without providing any prior notification. The data in question was obtained from a previous tenant or owner -a complete stranger to my household - and contained inaccurate information regarding the number of bedrooms at the property.

As the property is unmetered and charged based on assessed use , this incorrect bedroom count directly affected the water usage calculation, leading to a grossly inflated and inaccurate billing rate. Southern Water applied this erroneous data 5 (five) months after we had moved in, despite having already received a service declaration from me on the first (move-in) day of occupancy in early 2020, which accurately reflected the property's structure and characteristics.

Southern Water disregarded my official declaration, and instead relied on unsolicited and incorrect third-party data — without ever informing my household of the change. This resulted in:

Over five years of overcharging,

Additional emotional distress,

Defamation and strategic credit loss and negative implications due to our wrongful referral to a debt recovery agency.

Harassment,

Southern Water’s regulatory and procedural breaches caused an unjustified billing increase, which subsequently triggered referral of our account to a debt recovery firm — Orbit Services (orbitservices.co.uk). This third party repeatedly harassed my household with payment demands, all stemming from Southern Water’s own mishandling of our account.

When we formally challenged Southern Water about this misconduct:

At Stage 1 of the complaint, they denied all wrongdoing, falsely claiming that they had acted appropriately and that we were at fault.

They explicitly denied referring us to any debt collection agency.

However, when presented with documented evidence, Southern Water admitted in writing that they had indeed referred our account to Orbit Services.

Despite this admission, they swiftly closed the complaint at Stage 2, marking it as “exhausted” without appropriately addressing the core issues or acknowledging their procedural failures.

This sequence of events demonstrates a concerning pattern of denial, deflection, and administrative avoidance. Southern Water's reliance on incorrect, unsolicited third-party data — despite holding accurate information from the actual occupant — led to systemic overcharging, reputational harm, and prolonged emotional and financial distress to my household.

Their handling of the matter, their lies , their blame shifting on innocent,their attempt to deny the facts and then eagerly close the complaint process after being presented with evidence, reflects a lack of accountability, transparency, and integrity.

I wish I didn’t have to share this, but it’s a real story .

Useless company racist behaviour and no consideration or empathy with a person with a disability yet they treat customers like we are cash cows and this company lets shit and all sorts into our rivers and seas without a care in the world this company is a joke how come ofwat haven't taken the licence away is beyond me

OMG what an awful and terrible service from Southern Water!!! I cannot believe how difficult it is to get hold of a customer service rep with this company. Each time I have called them the average wait time has been 40+ minutes. I suspect a leak because the water meter in the street is still spinning when all the water is turned off in the property. Their call centre is in Cape Town South Africa. I have phoned six times last week and twice this week - to get the ‘run around’ is an understatement. They say they will get some to call me back to arrange a visit which doesn’t happen. Can’t get any answers/information updates - a total waste of time. My wife and I are both 70 years old - I hope all the shareholders and CEO of the awful Company read this and all the other negative comments on this site!!!

HANGING ON THE PHONE FOR 20 MINUTES, WHEN I GET THROUGH THEY SAY WE CANT HEAR YOU, THEN CUT YOU OFF.
pathetic service
also trying to DOUBLE the water charges.
well you can try

An insight behind it all ,,, Ofgem, the energy regulator, spent almost £4m on its London office last year despite having a policy permitting staff to work from home most workdays.

The government quango pays an annual rent of £1.9m for its Canary Wharf office and another £1.8m for services such as heating, lighting and security. It also has bases in Glasgow and Cardiff.

But figures released by Ofgem show that in the past financial year, only 204 of the organisation’s 1,226 full-time staff made it into the office on an average day.

I am a vulnerable OAP and I pay my bill to Southern Water once I have received the paper bill !
I suffer from anxiety issues which Southern Water know about !!
Southern Water have sent me another paper bill although I paid my outstanding bill over 10 days ago !! Stating that my bill has NOT been paid yet......BUT IT WAS PAID OVER 10 DAYS AGO !!!
YOU THEN THREATEN ME IN THE LETTER THAT 'IHAVE TO MAKE A PAYMENT TO PREVENT ANY FURTHER ACTION BEING TAKEN'........WHY WHY WHY SEND THIS WHEN YOU KNOW FULL WELL THAT I AM A VULNERABLE OAP WHOM SUFFERS FROM ANXIETY ISSUES AND ATTACKS !!!???
SOUTHERN WATER ARE GUILTY OF COMMITTING THE SAME OFFENCE YET AGAIN......I FIRMLY BELIEVE THAT NOTHING IS LOGGED UNDER CUSTOMERS' ACCOUNTS !!!
WHY DO THAT SOUTHERN WATER ????
......TOTALLY SHAMBOLIC !!!

My complaint STILL isn’t resolved and the customer service on this issue has been appalling!! Not the agents, not the engineer but the company. How hard is it to put us on a flat rate as the water ombudsman and engineer instructed? We are on a shared supply and cannot be metered as both the engineer and ombudsman told you. Yet, you want £120 a month for a 2 bed semi with no garden or bath. Disgusting! You’ve also incorrectly charged us for 6 years!! This whole experience has been beyond stressful and very, very emotionally exhausting. But that’s of no concern to you. Appalling.