Yorkshire Water Avis 6 075

Outstanding customer service by Samantha who went above & beyond. Which sadly is a rare thing today.
My query was handled with great professionalism with a very warm friendly and relaxed approach. Thank you to Samantha.

Good not bad

I meant to leave this review last year but the ongoing works and delays meant I didn't get round to it.

In spring 2025 Yorkshire Water caused us more misery and inconvenience than any company I've dealt with for many years. We were warned extensive works were required in our village and we expected some delays when traveling in and out of the area but what took place is still hard to get my head around.

We woke one morning to find the only access to our street dug up and a barrier across our entrance. Yorkshire Water never told us they were effectively cutting us off apart from a complex back route no courier had any hopes of finding. Curiously they put up diversion signs for a small private business which had been set up a month or so prior to the works in our street but no diversion signs for the street itself which has been in existence for centuries. We pleaded for them to place diversion signs for our street but this request was refused.

Consequently loads of deliveries went astray and the whole experience was a complete nightmare as we had to explain the tricky route required to get to our street to friends, family and delivery drivers. Yorkshire Water did absolutely nothing to help and as a result we missed loads of deliveries. I can cope with traffic congestion and temporary lights but no consideration was given to residents of our street and we had to somehow muddle through what quickly became an extremely difficult situation.

The works went on for months and it was consistently stressful. At one point they reconnected the whole village’s water supply - apart from our house so we had a ridiculous situation of cobbling a pipe to next door's garden tap for a couple of days so we could wash.

Yorkshire Water were largely unconcerned by most of our plight and it was only the contractors who took trouble to help and were responsive. Yorkshire Water did very little so we ended up appealing to the contractors when we needed help as our emails to Yorkshire Water went unanswered.

We complained several times and, to our surprise, we ended up receiving some compensation. Disappointingly this was only because Yorkshire Water's email system had failed. They were required to pay us compensation because they didn't respond to our complaint within a certain timeframe. Had their email system been running properly we'd have received next to nothing. It was only a technicality that ensured we were compensated. In essence Yorkshire Water showed appalling lack of consideration, empathy and awareness towards the carnage they created for us and everyone else in the village.

It's rare to come across a company with such little regard for the people it was inconveniencing. Proper nightmare all round.

The lady on the phone listened and understood what I was enquiring about and explained everything to me

Very good service

I was handled with care, patience thoughtfulness, friendliness and help. Yorkshire Water are definitely taking big steps in the right direction.

The lady i spoke to was lovely friendly and very helpful she gave me a great service today for my issue credit to you

My 5-star rating is for the person I spoke to on the phone; she was courteous and knowledgeable. She informed me that work had been carried out at my property without my knowledge and that further work would be carried out in the future. It would be nice if Yorkshire Water could send a quick message to inform me of any necessary work that has to be done, but overall, they are a decent company.

I called Yorkshire Water today worried about a large bill, and the agent who helped me was absolutely brilliant. Her voice was so calm and patient, which really helped me stay calm too.

She explained everything clearly, reduced my bill because I'm a single occupant, and set up a very affordable weekly payment plan for me. She also confirmed that my landlord wouldn't be contacted due to data protection, which was a huge relief.

It's rare to get customer service this good – especially when you're already stressed about money. Thank you.

Mihai

Very good with customers

Please refer to my lengthy written communication.

Phone them in relation to my mum passing away and the bill they was sympathetic polite and professional

I recently had a phone call out of the blue from a lady who said she was calling from Yorkshire Water and wanted to arrange an appointment for someone to visit and replace my current water meter. I am not keen on dealing with cold callers, and I had no way of verifying this lady was indeed from Yorkshire Water, so I asked her to get in touch by letter. Yesterday I received a letter from Yorkshire Water and I have to say the tone of the letter is very passive aggressive. The letter blamed me for them not being able to arrange an appointment, threated to move the water meter and charge me for them doing so and gave me 14 days to respond! I have of course booked an appointment, as I am aware of my responsibilities, but customer services really needs to look at the dreadful communications they are sending out to customers! Its not like I have a choice of supplier, but if I did, I'd seriously look at moving!

Well, Aqsa, came on line to assist me. She did very well. Even though when I was calling, from the 1st step all went well.
I made a payment as Aqsa directed me. I am much pleased about her service.

I had a query about the movement of payments between 2 accounts. You team member explained all fully to my satisfaction

Yorkshire Water's telephone operative provided a call back in the time frame scheduled when I had a query about my water meter upgrade. She answered my question quickly and explained things clearly. She was polite and pleasant in her telephone manner.

Had a higher than normal bill. Phoned up. Really helpful and friendly team helped resolve the issue.

Adam got my matter resolved effortlessly x

My question was explained in detail in simple terms, with clarifications where I was unsure of certain things.
The custom service staff was very polite and respectful.

They were very patient with me anybody else would have ended my call