South West Water Avis 

Whilst I have very little trust in SWW after over a month of dead end conversations yesterday I spoke to Lewis in Billing who is the very first constructive, helpful member of staff I have encountered there. I wanted to personally thank and commend him for his help and patience after a very frustrating period. Many thanks Lewis, I am very grateful to you.

Would give zero if I could. 4 hrs trying to contact them. Useless bot system, as they all are. Taking too much money monthly for a poor service. Building up a big amount in credit and not adjusting the amount.

They had a simple task which they utterly mucked up. The call centre in the Phillipines is a joke and seems the staff there will just put you on hold for hours then cut you off. My experience of several calls this week is shockingly bad. Now I think I will have to make a formal complaint to get their errors resolved.

You try to contact them on the chat facility it says transferring you will be 5 minutes and you wait and wait and wait. When you get through to someone they try to sort out your problem you thinks it's ok then realise it isn't, so again you wait and wait and wait. The phone lines are slightly quicker but they are obviously abroad, hearing is a problem and they cannot do anything to help you, the operations department couldn't even title my fault correctly, my smart meter fault could only be logged (he said) as a broken meter cover. I despair!

On the phone for 25 mins trying to get the advisor to understand that I wanted to notify them of a new tenant. Still didn't get it changed. They are so slow and just can't seem to do a simple task such as an end meter read!!!! How long can it take to close an account with a meter read. I tried their email address and that said their inbox was full. How are you supposed to get things sorted if they are so incompetent!

Terrible company, expensive, useless & dumps raw sewage in our rivers,
You know the drill, company get bought by venture capitalists, they mortgage the company almost into insolvency, steal most of the money borrowed, then were left with a water company that needs billions spent on it to make up for the decades they didn’t invest and took or siphoned off all the money, bills then need to treble just to pay interest on all the borrowed money they stole and took try to fix the water network. Criminals

I've sat in a queue and on chat for 30 mins. this service is broken, no other word for it.
Why can't they provide a call back option?
The chat was equally as bad

We were staying in a holiday cottage in Devon, when suddenly we had no water.
I rang SW water (after checking app) our area showed no issues but the operator who answered immediately said he would look into it.
He rang back in 5 mins and had despatched an engineer. The engineer took an hour which I thought was reasonable due to it being 10.40pm when I rang.
He was thorough, polite and got our water back on in less than 45 minutes.
A very good experience all round, which allowed me to get on with my holiday with minimal disruption.

They sent out an interim statement. Called SW waters accounts department to clarify the figures. After 30 minutes on the phone they could not explain the figures in the statement. In fact the figures made no sense at all.

I have submitted meter monthly readings but they are not recorded on their website. My view is check your own meter readings against their statements.

Very good service!

A 50 percent hike on my monthly bill despite not consuming more than the usual. They're a bunch of monopolistic, incompetent thieves.

Terrible service on Web Chat. Waited two hours to be connected to an agent. Reached Olivia who took my details and promptly cut the conversation off and put me back in the queue. A further two hours later I reached Sana who thankfully could help. But the conversation overall took from 9.10 am to a resolution at 1.50pm. Furthermore although I could see the history of the whole conversation including Olivia cutting me off, Sana couldn’t see the information I’d previously provided so I had to start all over again. An incredibly frustrating experience. If you’re going to offer a service at least provide sufficient staff to deal with enquiries in a reasonable timeframe.

B3212 Road closed indefinitely no warning Diversion either 30 mins on a single track road or 50 mins via A38. Buses ?
Did they work through the evening to get the leak sorted and thereby open the road ASAP...of course not !!

From £140 credit to £1750 in debt in less then 6months - they reduce a 80year old frail women to tears!
At the end of July my elderly mother's account was £140 in credit - She then moved out less then 6month later at which time they tried to bill her over £1,700

Considering a family of 5 would be expected to use approx. £1,300 for a year - how can they justify that

To add to this issue they have just reduced her to tears whilst she tried to resolve this over the phone!

I have now called multiple time to try and get this sorted and still waiting a call back form a manager -

Cant believe this is how this company is allowed to act!

My mother died late last year continued paying bill for several months then when they doubled the bill and running out of funds called SWW. They agreed to stop bill until house sold only to go back to the house to find red bill. Contacted SWW through whatsapp waited over 2 hours for response. The person that came on line was no help at all & closed the conversation when I said that I wanted to raise a formal complaint. What a joke Pennon group is.

I spend months at sea for work, for the time I'm at work my flat is empty and no water is used at all. Sometimes I'm not there for a few months at a time but I'm still charged over £50 a month for absolutly nothing.

Encourage customers to open online account.
Registration doesn’t work as wants put email address into user name and then says incorrect information.
Gave up.
Chris Turner-Robson

Initial contact with the leaks deartment was fine, but I had to go through hoops to get to someone. Now, having had to call in again, the service is non-existent; advised that I was first in the queue and should wait one minute, 30 minutes later I am still queuing

So it has taken this company months to complete what is a five minute job.

I have had to put up with lots of wrong information, being told that my drive would need to be dug up, and even people being really rude to me.

If this shower were a proper company with competition, they would not survive.

Today I have been on their WhatsApp chat for over four hours as they play ‘pass me from one person to another’.

I am keeping detailed notes on everything and saving the WhatsApp chats because I have every intention of taking them to Ofwat.

Shocking customer service over the WhatsApp chat. They take hours to respond with generic copy-paste messages (either that or they're just bots). Not helpful at all, they often go round in circles asking the same questions over and over. They use "technical difficulties" as an excuse, but these difficulties disappeared just in time for the "agent" to inform me that her shift is over and I will be put back in the queue (I had already waited 6 hours and was one step away from resolving my query). They also refused to provide a feedback form. I ended up ringing them and talking to a lovely customer service rep who sorted my query out within 10 mins.
I wish there was another supplier I could choose instead, but this is the only supplier in my area so I have no choice.