South Staffs Water Avis 

Having being forced onto a water meter their App constantly crashes and their online account site fails to recognise my username or password? Despite customer service resetting this numerous times!!!
How on earth can I upload meter readings to a system I cannot access? They only intend to read the meter once a year? What good is that for a customer who wants to make sure they are not running up a massive bill? Simply not fit for purpose.

I did want to leave pictures and videos I have of this problem but unfortunately it doesn't seem like I can leave any .
I have had black slime through my taps also lots of shards of stone.
I have been getting this for the last 14 years I've lived in two properties on the street and had the same problem in both properties.
Iv contacted South staff's water every single year when I have received letters asking if somebody is living at this property because they are supplying clean water
So I've rang explaining every year refusing to pay but also explained why I don't pay my bill (because of the black slime and the shards of stone I get coming through my taps) and said to them once again if you clean or replace the pipes so I get clean safe water then ill pay what I owe and start to paying my bills .
But again I get this same thing Dudley council are the ones who have to change the pipes so I called Dudley council just to hear them say what I already now it's south staffs that has to change the pipes so I explained once again to the lady on the phone from South staffs water that they will have to argue amongst theirselves and get the job done because until then they are not getting a penny off me
It's like talking to a brick wall honestly....
I am absolutely sick and tired of it...

Terrible customer service from south staffs , ring this morning waited in a queue for 35 mins to speak someone about my DD being cancelled and they had pay whole bill now or speak collection department, waited another 15 mins spoke gentleman and he said could pay by DD again . I said ok the same amount he said no it’ll be more coz missed payment but this payment going 30 percent more !

Trying to charge me for somewhere I don't live and threatening legal action if I don't pay oh and won't answer the phone.
So exactly what you would expect from them

Absolutely dreadful company. I can't get through to them, I spend 30 minutes waiting and then they put the phone down on me. Trying to put a complaint in but can't get through to anyone.

I've been a SSW customer since moving into my flat in late 2019 and I've not had a single issue with the service that I can note. As a single occupant in a two-bed flat my usage isn't that high, and I have never found my bills to be excessive. Granted, the App does log me out from time to time, but I've never not been able to regain access. It helps me see how much I've paid in a certain period and when my next bill will be taken. It also gives updates on service impacts up and down the country. On the whole SSW are just one of my utilities that tick along in the background and have yet to give me cause to worry. Long may that continue.

They deleted my account after I complained that I haven't opted for their ebill. The company they subcontract never comes to check the current meter reading and always estimate.

I had a new bill from South Staffordshire this morning and my bill was £23 and now it went up to £61 per month. I rang South Staffordshire water and I was told that I used more water. Fair enough it was summer and may be true. I love having a relaxing bath.
This guy from South Staffordshire water informed me that I should read the meter regular and send them the bill. I explained that the meter is on the road and he informed me that I should lift the manhole and read the meter to send them the reading. My words were"Are you bloody joking? as I dont even know what this manhole looks like and more important I am 70 years old" the cheeky man words were "OK I don't expect a 70 year old to open the manhole and I suggest that you ask a neighbour to do this for you" I was disgusted with his advise. What the hell do i pay my water rate for that I have to go and lift a manhole myself to read the meter.
I cannot get my head around what that guy told me to do.
I wish that I had a choice as I would go to another provider. South Staffordshire I am disgusted with you!!!

We are devastated by the service we have received from South Staffs Water. We have had an absolutely terrible time. Over 3 months of stress and worry and still ongoing!

We had our driveway dug up for no reason at all after we were told that there was a leak under our driveway, when in fact the leak was under the public footpath, and the leak was repaired under the footpath by South Staffs Water 2 days ago.

No one has ever apologised. We have heard nothing. Our block-paved drive is damaged. We had to pay for the costs of our driveway to be excavated, and a professional independent report to say that the leak was not under our driveway. But still South Staffs Water wouldn't accept responsibility. The South Staffs engineer who originally came out and wrongly told us that there was a leak on a driveway, didn't use any equipment to check for a leak. Someone at South Staffs Water made up a false story, trying to cover their own back, which now that they have fixed the leak on the footpath looks completely false and stupid. We have so much evidence.

Who is accountable for us this? Whats going on? There has been so much go on, to much to type here. We are devastated.

We have sent emails in and they have just been ignored. Shame on you South Staffs Water. You completely let us down. 

Has anybody else tried to contact South Staffs via the app regarding their bill?
Did you receive a response and, if so, how long did it take?
After having a water meter fitted two weeks ago and querying my bill, I've had no comeback.

Just had the phone slammed down on me, cause I asked the question why 2 people are being billed at my address

I would like to specially say thank you to south staff for the swift response on emergency water at Blackheath, Rowley Regis. The engineer who came not just sorted our problem out but went out of his way to resolved it in like 15 mins. Many thanks to the engineer and the gentleman who took the call out over the phone in the emergency water call line. Out standing service especially from the engineer a true asset to the company. Thank you one again

I've always had excellent customer service from South Staffs Water and this morning was no different when I spoke to Arif.
Arif was very polite, pleasant and extremely helpful when I phoned about a number of things and he took the time to explain everything, and instead of me filling out forms Arif very kindly completed everything for me over the phone.
Thank you Arif.

Appalling customer service - I guess that is what happens when you are tied to a water company and have no opportunity to leave!!!

Locked out of app and web site. Requested new password for both even though it was a saved passed so was correct. No email received.

Called customer service line and waited for 35 minutes until after 6pm before hanging up - they close at 6pm.

Worst website and app I have ever encountered - does not deliver what is promised.

Incompetent company,telephone operators and most of all people in charge of billing.
Looks like a company from the poorest third world country on earth
Unfortunately got to stay with them because there is no other around
Gladly would pay double just to get rid of
Nightmare!!!!

Reported outside water shut of valve had seized yesterday 17th of July and was told someone would be round next week, anyway a lovely man called Rob came round this morning and fixed it. Brilliant service

Useless company. Had no water, tried their 'emergency line': automated voice said 'there are no incidents in your area'. Then left hanging on for over twenty minutes until an operator answered. Operator then took a long time to do anything and clearly did not treat the report as an emergency. Left hanging on again while she tried to speak to someone else. Meantime, no water supply. What kind of customer service do you call this?

I had a lovely polite man, from customer service. He listened to my concerns, and dealt with them. Organised, an engineer who called to today. This was within the time frame I was given. Well, 👍 a fantastic engineer name mark came. He was a true gent. Sorted the problem no bother. I haven't ever received such a good service, when it's fee payable. So well done south staffs

I had a problem with my water bill and questioned the volume of water that I had allegedly used.
Both times that I rang them my call was quickly answered by customer service.
They were patient and sympathetic to my problem. They explained everything clearly. I was advised to carry out a consumption test overnight, which my advisor explained how to do.
I rang South Staffs the following day with the outcome of the test. I was put through to another advisor but comprehensive notes had been put on my account the previous day so I didn't have to go back to square one.
I was able to get to the bottom of my problem and it was resolved.
I found South Staffs customer service agents to be friendly, sympathetic and knowledgeable.

EDITED DUE TO SSW COMPLAINING TO TRUSTPILOT THAT I HAD NAMED THEIR STAFF FOR THE BEHAVIOUR & ATTITUDE. Terrible being publicly named and shamed isn’t it?! Should behave better then

Shocking behaviour - why am I not surprised this terrible company is rated so low???
After I escalated a complaint to stage 2 I was contacted by the not so delightful Lauxa Dxxxxxxe - I found her to be condescending- dismissive and rude. Completely dismissing me and the potential consequences of their actions. After telling her I wished she hadn’t called me and to put my final response in writing I hung up and contacted the ombudsman.
I sent a SARS request for them to release the call recording - they didn’t respond to me at all but told the ombudsman the call wasn’t recorded! SURPRISE SURPRISE!!!! Was the call listened too? Was it deemed damaging to the company??? Was it deemed best to bury/delete it???? Questions questions and no answers!!!
My trust in them as gone they will now only be met with the same disrespect they showed me. I know these calls are recorded they access them really easily so Laura & the water company I hope you get what you deserve KARMA and shame on you for this!!