Southern Water Avaliações 

Staff are overpaid and lie. After they knew I was unable to read the meter they didn't take a reading. A year went by, and I was told they were supposed to take it every 6 months and that "the meter was not talking to their computer but it was fixed now". Another year went by and I was told the same thing. 3 years no meter readings. Overcharged by 120 units and, after asking for the revised bills, they have mashed up my water usage to fit the higher unit rate charged from my account, with absolutely no bearing on my usage. According to them I use 3 times more since they increased their rates, 280litres a day up from 40litres, which is impossible. The customer service person apologised for their "incontinence". Because Southern Water fed incorrect data to Bournemouth water, I've also been overcharged waste water. They charged me £238.68 knowing they had not read the meter. This is going to the Ombudsman.

They sent me a bill. Nothing out of the ordinary except less than 7 days later another email! Pay your bill in 7 days! Do they not realise people are living in a cost of living crisis & are living hand to mouth waiting for each pay day to make ends meet sometimes made even more stressful by having a life ending illnesses!!!. Ive never Not paid & always clear my bill within 30 days. I feel Harassed seeing as there are customers out there that don't pay & wont pay yet they get left alone!.

They sent me an outrageous bill of £1,400 and then one of them called to threaten me very rudely about paying it as they will not be sending an engineer to generate a new reading. I am ready to challenge them this time with the Ombudsman. This has got to stop.

Now waiting for nearly two weeks for my complaint to dealt with.
I have sat on WhatsApp for many hours and received many scripted faux apologies. They know that I am in my seventies, am certified as deaf and have severely limited visual capacity.
Southern Water are a national embarrassment.
Lawrence Gosden has failed as CEO and should be replaced by the company's investment bank owners, Greensands Holdings Limited.
If customers had a choice of supplier they would undoubtedly change - but this is a monopoly and they act like a monopoly.
Shameful.
And still no reply!

I had two simple questions for the Customer Services operative and she failed to answer both.

First, I wished to know the year and date in which Southern Water had sent out a team to effect a repair to my water meter/the stopcock under the pavement outside my house. It was at least five years ago, and the only repair they have ever needed to do since I had the meter installed.

I have no email record of this. Presumably confirmation of appointment was done by SMS messages which are not kept by the phone beyond a certain period, hence my request to her.

I was alerted to the need for the repair by my own plumber at the time, as I explained to the operative. He had used a technical term to describe the fault.

I also wanted to know the technical name of the fault with the meter/stopcock which they had repaired and which my plumber had alerted me to.

The operative claimed they have no such record of any repair, and that if any repair had been carried out, they would have a record of it!

I asked her if she was implying I was lying about the repair!

I gave further details of the pavement being closed off for the area, and mentioned the name of Clancy (one of their sub-contractors) being on the yellow pavement signs temporarily put up while the work was done.

She later claimed her findings were confirmed by the "Technical Team" for which she had put me on hold for ten minutes. She insisted that no repairs had been done to the meter/stopcock at my property!

From this, I can conclude several possibilities:

1. Southern Water is inefficient, inept and not good at keeping a history of repairs at domestic properties.

2. Staff are not trained properly and are incapable of finding requested details i.e. the date of the repair and the name of the fault.

3. Staff are deliberately trained to obfuscate and put off the customer with what – to me – was obvious nonsense. This is presumably to evade liability and responsibility regarding works done, guarantees or future works.

4. Staff are not trained in other ways. Near the end of the 20 minute call, she asked me "When did the repair take place?" I replied: "That was my question to you at the start of this conversation!"

I left the operative in no doubt that I was not impressed with her ineffective and disrespectful "support".

Southern Water: a national disgrace in everything from customer support to water quality.

Just lamentable.

Totally useless company. I have had an issue with direct debit payments. They collect the payment early and the direct debit guarantee dos not seem to apply to them. Frequent calls to their customer services does not resolve the problem. They have a narrative they seem to follow but does not resolve the issue.

Another year, another drought.
The Southern Water Cycle
Spring rains -> let overflow, runoff and waste get dumped into the river because the system cant handle it.
Summer Droughts -> react slowly to water leaks, enforce? A hose pipe ban, and drain an already delicate chalk stream.

Oh yeah and my water bill keeps going up.. despite not having a house pipe, re-using my waste water and using rain barrels...

We had white cloudy water all day, I called to find out what the issue was, explained we had 30 horses, dogs and puppies and was concerned about their welfare. I was told by the person I spoke to that they would investigate and would call me back in 10-15 minutes…. Guess what, no call back, even though I had said I was concerned about their welfare of my animals!!! I then called back after 75 minutes and was told it was air in the system and the person I first spoke to should have known that… who did I believe? If they were correct then TRAIN YOU STAFF.
Absolute disgraceful service, if my animals become ill, I will be taking legal action, value of my horses is around £1 million.

Very expensive bills which keep going up, no real change in quality service, CEO on a ridiculous salary but no impact.

I have had a stage 2 complaint regarding missing guaranteed standards payments since 20 April..it’s been 3 months and no contact from them at all..i have to chase everything up myself and still no resolution!!!!

Southern Water is what you get when you have a protectionist monopoly that psychopathically destroys and drains the environment while holding its inhabitants hostage as a business model.

The people that are in the boardroom are basically sociopaths.

I am absolutely disgusted and appalled by the service from Southern Water here in Southampton! If I could leave minus 10 ⭐⭐⭐⭐⭐, I WOULD!!!

It’s been a whole week since a big leak in Settle Close, Southampton, and a number of residents, including myself, have called SOUTHERN WATER. Literally, they had no interest on the phone! It’s A DISGRACE! IT’S OK TO TAKE PEOPLE’S MONEY, MAKE HUGE PROFITS, AND PUT BANS ON USING HOSEPIPES, BUT WHEN IT COMES TO FIXING SOMETHING AS URGENT AS A BIG LEAK, YOU JUST IGNORE IT.

WHAT ARE YOU PEOPLE EVEN DOING? YOU ARE WORTHLESS AND JUST POCKET PEOPLE’S MONEY. TO MAKE IT WORSE, ONE OF THE RESIDENTS SAID YOU WON’T SEND ANYONE FOR ANOTHER 3 WEEKS. IT’S D.I.A.B.O.L.I.C.A.L.

Shocking company!!! if i could have given no stars i would have. They lie, will not address the problem they have hung up on me twice!! please note i have not been rude. Harrassed with large bills, taking advantage of the elderly, also knowing hat i am on pallative care. Absoultly outrageous been going on since march.

One star is too much! Very poor customer service. They keep you waiting ages then cut you off. They cancelled my direct debit and then accused me of missing a payment!
In response to the reply from the company, yes, the matter was eventually finalised to my satisfaction, but it should not have been necessary for me to contact the chief executive for it to be resolved.

Awful and harassing company.
Call centres full of script readers who are utterly useless and can’t even put you through to a manager.

Starting 3 months ago, I received correspondence from Southern Water - telling me they had opened an account in my name at the address I live at (bills included, and water paid by the landlord), for waste water - the house has a septic tank so there is no mains waste water.

I contacted them and they were utterly useless. Eventually coming up with the idea my landlord needed to speak with them and clarify and they told him I just needed to call up and be taken off the account (because me very clearly telling them this did nothing the first time).

I called today after being sent a text for a water bill (a bill for services not used, mind you) and I was told they wouldn’t remove me from the account, they now wanted me to prove a septic tank was in place (so, firstly this is not my responsibility, secondly they have received this evidence three times already). Why would I believe them this time when they have proven time and time again they cannot keep their word and clearly have no idea what’s going on.

They will not tell me where they got MY details from, despite the fact they have decided to make me an account holder for a account that I have no responsibility for. Just a list of vague ‘maybe here, maybe there’ responses.

I’m so fed up with this now - I’ve been dragged into this nonsense that they’re far too incompetent to sort out, but they expect me to go around in circles to fix their screw ups.

The call handlers just repeat their scripts, they’re zero actual help (can’t even put you through to someone) then they get surprised when you’re pissed off at them doing the absolute bare minimum. They need to be seriously looked into by an ombudsman and realistically fined or shut down for practicing like this.

Absolutely appalling and f**king incompetent.

I have waited over a year to eventually get my water meter, but eventually it was installed on 1/6/26, it was installed in one day, but Clancy have left a large hole with the meter exposed , I have phoned, emailed & sent photos, but to no avail!! Also, I am a 74 year old lady, living alone in a one bedroom terraced house, I was paying £47 before the meter was installed, they have just sent me an email saying it was going to cost me £92 a month, I phoned them & the young man agreed that it was absolutely ridiculous & changed the amount to £45, but even that is far too high, but no one seems interested, sadly. What am I supposed to do?
Oh no, I have just checked my bank account & my direct debit has been cancelled!! I hope Southern Water reads this!!

I have MS and this company are hounding for payment even through I’m paying every 28days a sum that I can afford and then they try passing the buck to another company which I do not have a bit of trouble with

Once Ben Maxwcu arrived on the 22/7/26 I’m pleased to say they worked tirelessly all day and night until the bulk of the work was done. They were both tidy and efficient and very polite. It has been a bit of a nightmare no one saw coming but we’re now satisfied with the outcome and are just waiting for some concreting to be done to completely finish the job. Once again thank you for looking after us and let’s hope your services aren’t needed for a while! Mr and Mrs Kelvie. Ref no. 1461 2451

Just thought I'd start with a joke , single person living on my own in a flat , 1 shower per day Washing machine on twice per week and a bit of washing up daily been told my bill for the year ahead will be over £1000 , I mean really !!! Could someone from Southern water please contact me . P. s feel for your staff having to read from scripts daily to appease your customers

I am a director of a retirement complex in Alresford Hampshire. This site has many elderly and vulnerable residents. The service we have received from Southern Water has been far from acceptable. They told us we didn’t exist even with an account number and bill information we couldn’t be located. For some considerable time we have had a water leak which we identified was a stop tap leak outside one of our blocks. After many and I mean many calls to SW eventually an inspector visited us. He agreed that SW would repair the leak and while on site he called, with our site manager present, and made the appointment for the work to be fulfilled. At 18.00 the evening before,a representative called to cancel the appointment and informed us that it wasn’t their responsibility and we were to get in touch with a plumber. The tap is southern waters and no plumber will entertain the work as the path has to be dug up to enable access to the tap which is some way underground. Apparently we were visited by a water distribution team this morning who some residents saw. We have been treated appallingly and this has left us having to find a company able to come and help us. The tap is currently sitting in 18 inches of water and SW could not care less. In the meantime our water bill is incredibly high. Where do we go from here?

Here we are a week later and not one person has contacted me with regard to my complaint. The company are useless and are only interested in their shareholders not the customers who pay their salaries.