Anglian Water Avis 

Chris came to assess a leak situation. Knowledgeable, charming and helpful.

All staff i have dealt with over this issue have been fabulous

I had a great experience with Kyle today. He was incredibly professional, patient, and efficient. He corrected a spelling error on my account that had been causing me concern and confirmed that a revised bill is on its way. His communication was clear and very helpful. Excellent customer service!

Terrible company. Being out of water for days and still nothing is done to fix the issue. Please avoid them by all means terrible company. Bad service

Issue dealt with quickly

Water has been off in my village and a large part of the surrounding area since yesterday evening (it's now 2 pm). There have been no updates on the issue whatsoever on the Anglian Water website - it just confirms there's an issue with one of their pumps and it's taking longer than expected to fix. It says that they'd prefer to fix the issue than make other arrangements to provide alternative sources of water. This isn't good enough when you've been completely without water for more than 18 hours. I tried calling but the line is engaged. I tried the chatbot but that just gives the same standard answer (totally useless) to any question I ask. You only get to accurately evaluate the quality of any supplier when something goes wrong and you can see how they deal with it - suffice it to say, Anglian Water hasn't covered themselves in glory!

just used their call back service with 30 seconds of logging the request - received a call back from Emma - Needed to know where my AW stopping tap was and she guided me through - still haven't found it but Emma suggested to book a technician to visit in a couple of days time if not- Cannot beat this service - Utility companies out there listen and learn! Thanks Emma

I had a conversation with Shaun and he was very helpful and he explaining everything to me and make me to understand everything. The best costumer service I had ever. Well done

It was all straight forward to set up a monthly repayment plan

Was very quick response, very easy. Best experience

The customer service at Anglian Water is absolutely terrible. There are no real options to get proper support — their chatbot is useless, giving random, meaningless answers that have nothing to do with what you ask. It feels like it’s designed to push customers away rather than help them.

The WhatsApp service is even worse: you wait for more than an hour in the queue, and no one ever replies. It’s beyond frustrating and completely disrespectful to paying customers.

Because Anglian Water holds a monopoly in this area, they seem to have no interest in improving their service. It honestly feels like they’ve forgotten that customers are people, not just account numbers.

We were informed a couple of months ago that we have to change to a water meter,since then nothing,no information whats so ever,apart from when I have called,surely they have a right to inform customers what is happening and when,I have been told that I proberbly wont be billed until May,no definate answers and based on my last years usage an amount,this not a very efficiant service,I shouldn't have to contact them to see whats happening,it should be a policy to let paying customers know.

18 th of march blocked sewage between myself and my neighbour called Anglian water out they were here within 10 minutes if that was just luck as he was in the area his name was Jamie. He did a brilliant unblock us between myself and my neighbour who was polite tidied up. I left him on the property as I had to go to work, he locked Gates he tidied up he did more. Than was expected, well done Jamie you’re good at your job. You do deserve the review. Dawn

Always really helpful, thank you so much

This company has paid out £12.8b in dividends since 1989. It’s current debt gearing is 72% which puts it in the high risk range of default especially if, as expected, its capitalisation falls.

In February 2024 Anglian Water installed a smart meter. Ever since February 2024, my neighbour's heavy water usage has been registering to my water account, which I have been paying. I contacted Mark Thurston CEO at Anglian Water. He knows, I know which neighbour's water usage is registering to my water account, but it still continues.
If you believe your water usage has been crossed and you are paying for your neighbour's water usage, go to your online account.
1 Go to MY PROFILE then
2 MANAGE YOUR PERMISSION then
3 SMART METER PERMISSION then
4 TICK FOR HOURLY USAGE.
You will then be able to see the previous days hourly usage of water. Start to write down the time that you have used water, you will then be able to check if the amount of water usage is the water that you are using, or one of your neighbour's usage.
If you cannot get help, contact CEO Mark Thurston at Anglian Water. More people that complain, the sooner people will get their crossed water usage sorted. It is another Post Office do.

Absolutely horrible company who don't seem to know what they are doing with regards to billing. My water usage is double according to their smart meter to what it should be. I wrote number of emails and they respond but not willing to investigate. They now threaten me with legal action with an open complaint with them! I wish there was an alternative water company to use in the area, but sadly will just have to continue fighting them

I spoke with Shaun he answered me very kindly. Thank you!

Beware this company!
Anglian Water fit a smart meter to our water meter without asking.
6 months later our water bill was increased 430% from £40 per month to over £200!
When challenging the bill we were advised our account would be put on “hold”
What this actually means is they cancel your direct debit and treat the next bill as a missed payment.
The issue is on going, they have yet to offer to replace the meter or take any accountability for the issues.

Just endless issues with poor water pressure and no supply in our area (NN6). I'm sure the customer service is decent - they provide regular updates - but continuity of service is more important.

I have phoned to Anglian Water and they gave me 3 hr slot to make an appointment noone phoned me and phoned them 4 times and they gave me another 3 hrs for calling me back.

The person's name on the phone was Kia. There is leak in my property.