Essex and Suffolk Water レビュー 210

(stop cook used as wont allow correct description) First, I do believe they employ some very lovely and capable people, who deal face to face or on the phone to us customers. However, this was my experience. 1)10th April receive call from E&S Water to tell me, the meter is really high, I could have a leak. They have a procedure to follow, they sent instructions via text, 2) 14th April, waited over 25 mins on hold, ended up putting phone down and called back, informed them that stage 1 of procedure is complete, the result is the meter is still running when no water is being used on the property. Stage 2 can not be complete as both the stop cooks on my property are frozen.

Now this is where I have an issue... they were informed this was a leak and the meter was running and that I had no way of turning it off. yet they just left me with telling me to get a plumber to put in a new stopcook. I was not advised to stop the leak by turning off the mains. They let the leak continue.

3)15th I get plumber in to search for leak in garden and house. Taking up floor boards and carpet. (this is at my expensive, no liability confirmed, not able to isolate as no stop cook in the property works)Carpets now need refit. No leak was found! I turn the stop cook/mains off on the public path, which only supplies my property.

4) 17th April I was on the phone for 2 hours and had to talk to three people because they didn't understand what I was saying because is was not part of their 'procedure' I kept explaining I had turned the mains on the public foot path to stop the leak... They were not interested in any conversation about stopping the leak, all the support on the phone is for them to repeat, the 'procedure' to determine who's responsibly the leak's was, they are focused on isolating, not stopping it temporarily ... I kept repeating myself and informing them the stop cooks on my property were frozen.. they said I need to get a plumber to put a stop cook in. Of course to find out were the leak is coming from but still no 'advice' to stop the leak. THEY WERE HAPPY TO LEAVE ME WITH THE LEAK AND THE METER RUNNING FAST. Not at any point did someone say, turn it off from the mains on the street to stop the water continually running over night, no practical advice was given at all. However, on the 15th April, not in their 'procedure' I just turned their tap off from the mains on the public foot path, left the tap off for 4hours, then turned it back on -this confused the support on the phone because they kept replying as if this was stage one of their procedure, it was nothing to do with their procedure. I asked, what would you have to do if I wasn't in the country and they said, you need to complete part 2 of the procedure. Anyway when I turned this tap on the public path back on, the meter was running ok. It seemed to be fixed and working. So from the 15th April it started working again not the 10th or 14th April, which they were trying to tell me I was still using a lot of water.. So not only could it be their equipment at fault (not confirmed), I have had a plumber lift carpet and floor boards on my property, without finding a leak. Poor chap on the phone kept asking if I feel it was resolved and if it happens again it will be a new case. Absolutely not... I have to monitor this now. I will get a new stop cook so if it happens again it can then be isolated to determine where it is coming from so if it is the company's equipment ...they should not have left me with a leak and no advice to stop it by turning the mains on the public path off or not sending someone out because it wasn't part of their procedure.

4) 20th April Called them to check they are refunding me the cost of the water, as they can do this even if the fault is at my end. As it is water has not been used.

So lots of my time and money gone into finding a leak that is yet to be found on my property... I appreciate the legal obligation they have to tell customers a if a bill raises sharply but What have Essex and Suffolk water done? They are still waiting for me to complete stage 2 of their procedure. The leak could have gone on for months.. not one person has suggested I turn it off from the public footpath..

This company does have intelligence and articulate people who deal with the public, however, I am not sure how much the company teaches them about plumbing and allowing conversation or actions away from their 'procedure' which can lead to nothing being done about a leak

Last year I had to ask them to read my meter after a year of estimates. They had to refund nearly £300 to me. It’s now 15 months since that reading and all I get is estimate again. I was lucky last time that they owed me money. It could have been worse and I owed them money. I have asked for a smart meter but they ignore me. I’m a pensioner and these things worry me. Instead of giving fat bonuses put some of our money into running the company correctly.

Probably the least professional website of any of our critical national infrastructure. No information. Rejects customer numbers. Cannot create an account. No guidance and the consumer has no choice. Essex and Suffolk Water is majority owned by a Hong Kong consortium CK Infrastructure Holdings Ltd.

Easy to contact via WhatsApp and Molly arranged an engineer visit for next day.

Contacted them about a broken stop valve to the property (out the front by the water meter) that wasn't fully shutting off the water. Once I got through the website to actually contact them, Molly on the WhatsApp chat was very helpful and an engineer came and fixed it the next day. Joe the engineer was professional and got right on with it. I was worried it was going to be a huge faff dealing with the company but it was quick and easy.

What a load of rubbish! All this app is good for is to tell you that they are working hard to resolve issues with the app…but they never do. It’s completely not fit for purpose, does not show monetary values, smart meter values always out of date, always says you are using too much water (suppose they have to justify the extortionate amount they charge every month) and zero customer service when you call to enquire when the app will be fixed. I would 100% not recommend this app!

Got my water bill on the 23/02/2026 telling me my new monthly charge is £29.00 a month it’s gone up from £17.00 a month this is the second time my bill has gone up same as last year phoned them up on the 23/02/2026 and spoke to Luke he told me the reason my bill has gone up I,m using more water he’s talking a lot of nonsense and tells me the reason the extra charges is to pay for the infentstruture it’s not down to me to pay for the infentstuture and the fines Thames water got fined for letting sewage going into the lakes and rivers that’s down to the share holders to pay for the infentstructure and the fines not me had the same problem last year as well with my bill the first woman I spoke to last year she said I,m using more water the next woman I spoke to says I,m being charged for the infentstrucure which is not down to me to pay and the advisor Luke I spoke to this year he told me it’s to with Thames water there price increases I phoned Thames water on the 24/02/2026 the person I spoke to he told me they are nothing to do with my water charges he told me it’s Essex and Suffolk water who supply my water and are responsible for my sewage so I won’t be paying the £29.00 a month I will continue to pay the £17.00 a month as I went to ccw they won’t do anything as it’s offset by offwatt so the government need to step in now and sought these crooks out over charging for peoples water bills and also did some research on Essex and Suffolk water it’s owned by a Hong Kong Company Lika - Shing so is my water charges funding Hong Kong or giving money to Africa funding there water aid as they are clearly not spending it on there infentstructure as all there water pipes are still the old Victorian cast iron pipes that’s why there’s so many water leaks in the roads they have had over twenty years to put replace all the Victorian pipes with plastic pipes which they haven’t done so what have they been doing with all the money they have been getting from customers have they been putting it in there own pockets as a couple around the corner from me are only paying £14.00 a month same size property as mine but has two toilets so I won’t be paying the increased charges I will carry on paying them £17.00 a month

What an absolutely awful company. Since Anglian water cosied up with Suffolk water after polluting God knows how many river's they hiked their prices. I was paying £3 and £4 a week to each of them then when they joined forces it was hiked up to £13 week for both so just short of double -well somebodys got to pay their fines why not the poor customer!!. I have a water meter --a dodgy one. I live alone and im not here much as i do a lot of child minding for my daughters and son. I often take showers at their propertys . Essex and suffolk have me down as using more than a similar household - im down as one person which is somethinh they got right -similar meaning 1 or 2 people i expect.They say i use 3 times more than any other similar household. im supposed to be using 352 litres a day while similar households use 126 litres a day while water wise households --- THATS ME --- only use 105 litres aday I dont waste water and i dont bath i shower , quick ones at that. Ive stopped paying what theyre asking and will continue to pay much less until they check their meter as its wrong or they have a leak. My daughter worked for a housing association several years back and a resident had a similar problem. She handled it and got the resident a refund and compo for all the over payments and stress she had been through and il do the same, im not paying it end of. Ive already been in contact with Ofwat, CCW and the Water Ombudsman. I have written to essex and suffolk but my letter was ignored and their online contact is non existant .

Very fast reply. Dealt with my query speedily and to my total satisfaction
Seemed very pleasant and it made a change to be dealing with a person and not a “bot”
Very happy and would recommend

Today I reported a problem,from my point of view not an emergency but I am glad that someone will come to have a look at this issue. Molly was great to deal with.
I am very satisfied until now for the outcome . I will see what it happen in 5 days time amd how happy I will be then :)
Today is 18 Apr 2026. I,ve found out myself where the water is running from and I am very upset on the water company and their workers. Do not trust them they will sort out your problem or they will help you to do that. Rubbish people apart of the lady Molly. She was nice but could be nicer.
SORRY TO BE THEIR CLIENT.

E and S Water staff were so helpful. I explained a difficult situation to them which was not related to them directly, more to do with plumbing and they advised that they would send out a technician to check out the mains supply. Truly grateful for their help.

Why do Essex & Suffolk Water let Homeserve send details through them of their service, not making it clear Essex & Suffolk Water are just AGENTS for Homeserve. Total misrepresentation.

Our toilets had all blocked up, reported to Essex water on the 6th explained on the 8th was my husbands funeral. They promised to be there on the 7th. Job assigned on the system for the 7th and later in the morning assigned to an engineer. Alas at 3pm a call to say “can’t make it today will have to be the 8th” explained the situation with the funeral . Answer oh we MIGHT be able to get there later after 6pm. Explained with no toilets working an all the people coming to the funeral MIGHT is no good . Explained if I left it till later would never get a drain clearing company to clear !! Still saying MIGHT be able to get there.
Utterly useless !! Had to get them cleared and paid for myself. NO CARE, NO COMPASSION , USELESS .BROKEN PROMISES. UNDUE STRESS AT SUCH A DIFFICULT TIME.
IAN you need customer service training and how to prioritise your day !! Common sense was not in place . Care and compassion MIGHT MIGHT abs useless

This company exceeded my expectations in every way. I reached out to customer service thrice today, and each interaction was more helpful than the last. Initially, I received detailed guidance, and though I requested a call back at one point, they followed up promptly within 45 minutes. They even connected me seamlessly to the emergency appointment booking line. Despite a brief wait time, their service was outstanding, and they addressed the water issue in my living room efficiently. Their emphasis on customer care truly reflects their commitment to excellence. Navigating their website was straightforward and user-friendly. Overall, their dedication and capability are truly commendable.

Had Molly reply to my query quite quickly, and has put me in touch with the right department for my query

Fast response and very clear what to do.

Incorrect meter reading-said they had read the meter when they clearly had not and doubled my monthly payments. No way to correct it in my account so will have to wait hours on the phone!

Essex and Suffolk water came out today (Wednesday) to fix a leak. I had called them before the weekend (Friday). The leak was on my front path one step above the location of the water meter. I knew that they would only repair the leak if it was within one metre of their meter and I pointed out that, as water did not flow uphill, they would conclude it was not their responsibility. Nevertheless, they insisted on digging a hole around the meter just in case the water was squirting up hill. I wasn’t happy so I phoned head office and asked whether I could pay to have the hole dug in the right place. But the answer was no. I would have to have a survey and a written estimate to have the hole dug in the right place. It was only free to have the hole dug in the wrong place. Meanwhile the hole was dug in the wrong place, no leak was found, and it was the end of the working day. They are going to fill in the hole tomorrow and next week it will be repaved. I now need to find someone to dig another hole one step higher. And no water since Friday. Madness.
PS To add insult to injury they sent me an email saying the leak was fixed.

Update They have arrived today to fill in the hole. In order to do this, they need to drain it of water. I have pointed out that when I turn the water on, which I have to do from time to time to fill the bath and my containers, their hole will be flooded possibly undermining their infill; especially once the concrete paving has been re -laid. But apparently it is policy to fill it in.

Update: Following a telephone conversation with head office I have managed to delay the filling in of the unnecessary hole.

My direct debit suddenly jumped from £93/month to £180/month. Recently had a smart meter fitted and it would seem that the old meter was faulty as historic bills show a massive jump on in useage in the final months of the old meter. New meter now shows normal useage. Customer service couldn't grasp that there is no way I could possibly use that much water over the winter of 2024/2025. They agreed to put my direct debit back to £93 and monitor future useage. Last months direct debit left my account for £93 but just checked my bank and they have again taken £180 this month. Joke of a company.

At the end of my phone call she never hung up the phone then starting talking bad about me calling me weird to another college. Very unprofessional and should be fired.