Northumbrian Water Group plc Avis 172

On 24th August 2022 I received a reply to a discussion I had with this company on 7 January 2022. That reply contained lies and inaccuracies.

On that call in January, the litigation advisor, Carol, started with expressing her empathy about the past 18 months in my life when I suffered severe depression, placed on antidepressants due to suicidal thoughts, resulting from my daughter taken from me, divorce petition based on lies, Chelmsford County Court allowing the lies as it related to their employee, unlawful court judgments, corrupt child maintenance service, debt, but most of all, my Mum being diagnosed with cancer in August 2021, her health rapidly deteriorating in October 2021, and very sadly passing away in November 2021, with her funeral in December 2021.

Carol said she would talk to her manager about the default registered on my file and let me know if it could be removed. I said I would pay the balance on 20th January 2022, which I did.
I never heard again from Carol, despite us agreeing for me to call her on 20th January to make payment.

My house is sold now, I'm temporarily living with my sister whilst waiting for financial order to be resolved. The default is affecting my credit file and I reached out to this company. They responded saying they won't remove the default as they've done nothing wrong and it wouldn't be fair on other customers in similar situations.

I genuinely hope no-one is in a similar situation to what I was in, but I also appreciate people have been in far worse situations.

The reason I'm posting this is because this company has lied, is dishonest, and do not care about the customer. Carol went to talk to her manager about the default due to my personal circumstances - there was no discussion about whether they had done anything wrong as there was no dispute.

Claire Loughlin, who sent the response told me they owe me £200 as I no longer live at the address, but made payment on 20th June 2022 which was in excess of what I owe. Claire asked for my address so she could send me a cheque. Why would I want to wait for a cheque, at a time when we have the highest inflation rate for decades? I never made payment by cheque.

I replied immediately with my bank details requesting my monies are returned immediately. It takes no more than half an hour to transfer the money, but 3 days later I don't have it.

In summary, they claim to care, and ironically Claire is in the 'Customer Care Team', but all they care about is getting their money. They took mine on 20th January 2022, didn't bother to reply about the default notice on my credit file, and stuck two fingers up to me.

They took over 2 weeks to reply to my chase up, and their response was full of lies and inaccuracies. Now I have asked for my money back direct to my account, they stuck their fingers up again.

Dishonest and Uncaring.

These guys are honestly wonderful. Doing the water bill is so simple compared to everything else. It was incredibly fast and easy to set up a direct debit for the duration of my stay and I never have to think about it.
Letters are fine, very informative and pleasant. I genuinely couldn't ask for more.

ARon Johnson came to look at a blockage he was great very thorough found the issue and sorted it within 30 mins. He is certainly a credit to Northumbrian water

They take your block drive up to repair collapsed pipe ,and say you'll never no its been up , oh yes it does and won't do anything about it , they come back to to have look 20th April 2022 and said they would get back to us with what they are going to do ,my wife phoned up today and ask what's happening ? Guess what they rang up and said they are going nothing about it 16.45hrs , took them all that time ,they just thought we would forget , utter rubbish service ,block drive never they same ,

A GRIM experience. Called to sort out a problem and automated response advised possible 55 minute wait.
I gave up after 30 - - - What has happened to what was an excellent service. I'm not sure which nation owns it now but they need to sort their act out.

Around November time we had a blocked joint drain between our neighbours and our house, phoned up NWL and they sent someone out to have a look, next day they jetted the line but said they would have to come back to finish it within 3 weeks, nobody came back so I phoned them up and was told I would get a phone call to arrange again, never received the call so ended up buying draining rods and drain cleaner and cleaned it myself, what a waste of time and money the whole situation was, just had them back and they’ve done a great job

What a complete waste of oxygen these people are. I have contacted various people with regard to a query about adding another toilet but they all send me to a link online which explains nothing. I have explained on numerous times that I am not a developer just a householder and the link they keep sending me too is obviously for businesses. Ive given up tyring to get info off these numpties Pointless the lot of them.

After having a leak from my boiler and discovering that my soil pipe was backed up to the point where the condensate pipe connects to the soil stack. We called Northumbrian Water out to try and resolve the issue. Hours later a Northumbrian Water contractor turned up in a van with a young lady in the passenger seat who stayed in the van on her phone (I’m still wondering if this company has insurance to carry private persons in the their works vans). The contractor did nothing other than lift the manhole cover on my two neighbours properties and then stated that the matter was a private issue. I therefore had to pay £230 for Dynorod to come and clear the blockage. The Northumbrian Water contractor seemed to spend more time trying to find excuses why he couldn’t resolve the matter so that he could get back to his female passenger before leaving us in the proverbial! However, the Dynorod contractor who attended was brilliant and provided us with a report saying that he had to use 10m worth of rodding equipment to resolve the blockage which would place the problem outside of the boundaries of my property and have provided us with a written report to that effect but Northumbrian Water are still insisting that it wasn’t their responsibility and the written report of 10m is irrelevant.

Amazing customer service experience! My nana was having trouble getting through on the phone so I used the Facebook messaging service and spoke to Jenny. She arranged to call my nana the same day at a time suitable for her and called exactly when she said she would. Such a positive experience.

I don't know what has happened to this company , thier call centre is so hard to reach. I can't do what I need online. I think they need a good shake up at top levels. 🤔

Spoke too a Calvin and Vikki they where excellent help.about a name change and always I have over paid they sorted it out for me straight away they where so helpful they need a pay rise 👌

Ive jst spoke to a lady called Jane-ann at northumbria water regarding me changing my name bill as lve been married and l carnt thank this lady enough she was so helpfull and polite and expalined everything properly to me well done Jane-ann for all your help and advice

Excellent service, someone attended to my call out within an hour and was very helpful and took more time than he needed to to explain what had happened as the issue was inside the property
Call staff were excellent too

Really unimpressed with the incident yesterday where everyone was told to boil water. They knew about the problem early in the morning, but people put leaflets through the door in the evening (without ringing the bell) telling people that water must be boiled. Many people had been drinking it all day not knowing. They have our contact details, but we got no notification. Apparently they put it out on social media - but what about older people who don't use that? We don't, and we expect in the case of a health issue to be notified by phone call, email or text message. They also said, if you are ill, contact your doctor and tell them about the water. Completely unacceptable and frankly potentially dangerous for vulnerable people. I don't know how they can get away with treating people like this. Furthermore, I suddenly thought, I wonder if there is anything on twitter? I don't use it and never have but suddenly thought it's the kind of thing they might do. Then I find out that we may need to boil our water for another two days. Thanks for letting us know (not).

To say I am annoyed
Northumbria water has a problem and all water should be boiled
Due to coronavirus we are isolating
Rang Northumbria water to see if we could get some bottle water
We can’t get out to purchase water
We have to try and take food out of fridge boil water put water in fridge to cool drink repeat
Food will be left on worktop to ruin
A/ who pays my extra gas bill
B/ who pays for ruined food
Seems we are not vunerable even though we are not allowed out
Our fault for getting covid even though 3 injections
Our fault something went wrong at Northumbria water water works

Thank you Northumbria water
If we could have got out we would not have contacted you

Jenny the advisor cold transferred me in order to avoid discussing my query further. She laughed at me and was sarcastic when I was unhappy. She also lied and told me a direct debit couldn't be cancelled. It can be cancelled, she just made someone else do it. As whole, the company billed me wrong which they were at fault for. I wish I was relocating so I didn't have to pay these cretins any money. Honestly, I've seen better customer support from children doing early years role-play as shop keepers. Get a new job or try harder.

Link sent by NWL did not work, but the work carried out recently was 5 star, as were the staff who carried out the work. Great service in replacing Mains stop cock.

If I had not been up early, I wouldn't have been aware of our lack of a water supply. As I was talking to a very helpful lady, the problem was already being dealt with, and the water back on moments later.

When you have the Monopoly of water you can treat yoir customers like garbage

The drainage outside my house is not working properly,every time it rains hard it floods and the water reaches my electric gates and ruins my motors.

This has happened 3 times now,I have contacted Northumbria water many times,sent them videos,they owe me £2000 in damages,I refused to pay my bill until they fixed the issue outside my house and pay me my damages,bare in mind my first contact with them regarding this was in 2017 (3/4 years go)
So they put on a default on my credit file and force me to pay them and the issue is still there,they are not providing me with the service they charge for (water and drainage from my property) water should be opened up for other companies to supply,it shouldn’t be a monopoly for one company who go around shafting they customers,they have ruined my credit for 6 years now which will cost me hundreds of thousands in losses,I wish I could go to another provider but sadly I’m shackled to these gangsters

Garbage customer service, send me a text message saying they had tried to contact me saying i suddenly was using 3000 litres a day of water (1 week after they read my water meter!), explained to them that a i am out of the country, and b. there is no water leak in my top floor flat in a block and that there must be an issue in the connecting pipework from the meter to my property of which i have no access or control over...........so in other words i reported a leak, they done nothing , and claimed i was infact suddenly using an olympic pools worth of water a day in my flat (when i am not there), and that the water meter does not lie , completely ignorant to any discussion about a leak or a technical fault with the meter reader, which is still going round and round as we speak even after i have turned off the water stop in my flat, joke company out to try and rip you off owned by chinese con men