South Staffs Water Avis 

get a letter from them to say that bill has not been paid, th8s is wrong bill has always been paid, they suggest that you visit web site that's not working at all, they then say if any problems call us tried that been on hold now for over 25 mins no answer what the hell are you supposed to do, all you get is an automated voice with adds what the hell use is that, total waste of time, well if they say the bill is not paid then they had better prove it I have done all that I can do in trying to contact them.

If I could give 0 stars I would . Online account totally wrong , never amended. Water meter wrongly read in April 2022, doubled my direct debit with no notice . After many emails told there must be a leak and inspection will come out . Turns out Meter been misread and I’m nearly 200 in credit . I had been telling them for months the reading must be wrong and they won’t listen . Have requested a refund , no reply . Have requested a paper bill , not received. Have asked why my online account states I don’t have a credit balance ( when it did when meter reading was corrected) , no reply . Online chat dosent work . Always off line . Tole different things all the time . Impossible to deal with

I read that South Staffs Water was hacked in July. It's obviously easier for hackers to access their systems than it is for customers.

1. I wanted to register for paperless billing but could not see any "paperless option" on the customer details part of My Account, (most times I receive a server error when using Chrome Browser, used by over 65% of internet users worldwide, but on Safari too)

2. Tried to delete a phone number, but the website just shows a spiral going round and round.

3. Per the letter I received from them a few days ago, I tried to order a Toothy Timer but there's no reference to it on their website on the "save water" tab, nor on the "get water fit" website after I registered for that.

4. There was a side tab in the website offering online chat. I don't know why: I tried online chat but it said to phone. I phoned but gave up after 20 minutes listening to a recorded voice telling me all the wonderful things I could do on the website.

5. I tried their webform to contact them but when I clicked submit it reported a "500" server side error at their end.

This is dreadful customer service by any standard. Perhaps if they could divert a few people from drafting "modern slavery" statements for their website to staffing their IT department or their call centre their customers would be better served.

Edit following SSW reply: Livechat tab still there: click account icon to get login page, the tab appears on the right hand side. I know the toothy timer "should" be on the free products page of the Get Water Fit site. The issue is that it isn't. We are new SSW customers, so no previous orders. And lastly, I really don't like the idea of being forced to use social media channels to contact my water supplier simply because SSW (a) can't provide a website that supports a browser used by 66% of the world's internet users and (b) doesn't answer the phone.

In April 2022, I got this response from SSW website when trying to access my account online (to pay a bill).
>>>>>
"Sorry, something went wrong.
Error (500)
It’s not you, it’s us. We’re experiencing an internal server problem. If you were unable to finish what you were doing, please contact us."
>>>>>
This message comes up when trying to message to them or change password etc., the web-site is BROKEN
After endless attempts and a lot of foning & moaning, I had to arrange a different method of paying.

PAPERLESS BILLING - DON'T do it.

As this same error I get today October 2022 when attempting to log-in to my account and pay my bill, so the IT department (if they have one) have not fixed the web-site in SIX MONTHS.
I know this error has been reported to SSW by many others too and still no action taken to fix their web-site - incompetent 'IT Crowd' is my only conclusion.

Wow,came back from holiday to find I'd got no water to my property ,phoned them up (no waiting on phone for a hour waiting for someone to answer).they turned up half hour later so sort out the problem .amazing service ,👍👍👍

Got put on to paperless billing Whata Mistaka to Maka!! (Apologies to Allo Allo!)
Have been unable to logon to my account for months, "Error 500" . When I phone up, endless suggestions that I should use the online services - As If!! Finally after waiting 25 minutes I got through, and, fair do, the person I spoke to was very pleasant and helpful - if I'd remembered her name, I'd have commended her. If you are going to offer online services get an adequate IT system capable of responding in a timely fashion. The current shambles, sorry "System" is not fit for purpose.

Disgraceful to contact.
I have been trying to contact this company all afternoon. To say I'm annoyed that I can't is an understatement.

Can't get online access to my account using Google, so I download Mozilla Firefox, still no joy.
I'd already tried the app. Phoning them was another time wasting effort. Looked on line it states that you can call till 8pm in the week. So I called to be told it is over a 10 minute wait,(which if it solves my query I can live with). Then I get cut off with "this line is now closed!" It's not good enough South Staffs Water!!

New meter fitted. Was paying £400 per year un metered. Now it's £420 metered estimated that's not saving money I am paying more. If I do get a refund I will have to wait 6 months at least . Not happy

Customer service is absolutely brilliant. I requested a joint account, sorted in few seconds. Very polite, kind, efficient and professional agent, explaining me every single bit of process. Offered me monthly payment and direct debit service. Overall service is exemplary.

For some reason I'm getting email saying I have an account open with them. For a property i dont even own. I never even heard of the company before. They aren't even local to me.

Spoke to a customer service adviser called Mona Ali and what can I say she was brilliant. She had excellent customer service which is rear to find these days. Please keep up the fab work and thank u so much for your help today much appreciated 😊.

SSW failed to be transparent and in process with disputing with my MP that agrees that South Staffs Water needs to be held account. please see below, they have monopoly on water and documentary I am producing will be released to bbc by April 2022.

For and idea of a well established issue please see below:

Firstly, on 26 June 2020 you quoted me £4578 for the connection which at the time I questioned and xxx from your office confirmed that this was the price which I thought was excessive.

 

Secondly, on 13 November 2020 you provided me with quotation for connection amounting to £3444.53.  After contacting you and advising that only a few months ago, my neighbour at xxxx had the connection installed by South Staff Water for £1296.72.  At this point you kindly informed that the you would be able to provide the water connection at the same price.

 

I am deeply concerned that there has been such a large difference in the price points given from June up until recently and had I not questioned this, we would have paid almost £5000 in comparison to £1296.72.  On 23 November 2020 my wife contacted you during which you mentioned that the new price was being given on the proviso that we have the job completed during the school holidays and this being the reason for the difference in the price.

 

I am confused that this difference is not stated in any of the paperwork you have provided and the option in relation to the significant difference in pricing was not explained or clarified within the paperwork you sent.

 

Finally, my neighbour at xxx has advised me that he has had the connection installed by South Staff Water for approximately £300 and he was happy with me discussing this with you. I have questioned the reason why my neighbour at xx has received the same Water connection at such as reduced price therefore I would like to request further clarification around this. Just to inform you that my neighbour at xxx is adamant that the water connection was completed by South Staff Water and that he complained about the poor water quality which led to providing the connection at such as low price point. 

 

Please can you look into the points that I have raised as I do feel confident with the varying pricing you have provided that may have had a significant financial implication had this not been questioned.

UPDATE June 2023 still haven't received money promised

I would like to thank ssw for the professional service we received today. From the wonderful lady on the phone to the gentleman who came out. What a wonderful service. Thank you again

We have been with South Staffs water for many years paying bills based on the rateable value of our property. Having used a water meter calculator tool it showed that we could make a substantial saving by switching to a water meter.
We contacted South Staffs spoke to a very efficient lady who explained everything and the whole process.
We decide to go ahead and the engineer department phoned within hours of my initial call to arrange a survey. A week later the meter was fitted in a location that was easy for us to access. The job was done neatly and quickly.
A refund of our advanced rateable payment was received within 10 days and at looking at the meter readings I think we will be making a considerable saving.
From start to finish South Staffs and all of their employees have been faultless.
Thank you South Staffs

You are very welcome to use my review on your website.

I called in today to discuss an issue on my account and I was very anxious due to the nature of my query, I must say I had excellent customer service from Maria Reid as she really went above and beyond for me. She is an absolute asset to this company, such a lovely person!!

South Staffs Water are a disgrace. They closed one lane of traffic at the Mile Oak junction, near Fazeley, set up a four way traffic light system causing huge traffic jams. It took me forty five minutes to get past them on my way to Tamworth. The salient point is they're not working on the road but on adjacent land. A South Staffs van was parked in the closed lane but it could easily have been parked off road, there was plenty of room and certainly none of their employees would have been in danger if the closed lane had been left open. Shame on you South Staffs Water!

I've given score as it's acceptable but don't know if e-mail is legit. I don't want to trust the email until I know that it's genuine. It begins with rapidl. Victim of bank scam recently so now query everything!!!

I had a complaint regarding meter readings and location of meter not accessible, wrote to the complaints team over a month ago and no reply . Really a poor complaints team .

Felt I had to write, people only rend to review, when they have had a bad experience. However I spoke to a young lady this morning, I think her name was Alex, she was extremely helpful and sorted my problem straight away, she was most pleasant and nothing was too much trouble. She is a credit to you. Thankyou