Anglian Water
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All talk, no action
We logged a call online with Anglian Water on 21 January, and called on 22 January for sewage coming up the manhole on the driveway. The man on 22 Jan said he'd log it as an emergency and someone would be out in 24 hours. 23.1.21 AW called to say it had been delayed to someone coming by 6pm on 26.1.21. I called that morning to confirm. Lady said they'd attend, a scheduler left a VM to confirm theyd come. I called again at 4.30 to be told they weren't coming and it'd be before 6pm on 29.1.21. I called the morning to confirm. Subcontractor attended. He said the main sewer was full and would need emptying but had done what he could to clear us a bit. He said the problem would be back so he'd log it with his boss and AW as urgent. I called AW on Monday 1.2.21 as it was coming up again. An Aw employee attended on 3.2.21. he said he didn't have any equipment but had been asked by the office to assess. He also agreed it was an urgent job. He called the schedulers who said it'd be 5 days from my call on 1.2.21. There was no explanation as to why the 5 days didn't start from when the man attended and logged it on 29.1.21. I called again on 5.2.21 to check attendance at to raise a complaint. Lady assured me both a manager and the scheduler would call me that day. Neither of these people called. A lady called on 7.2.21. She said AW would attend by 8pm on 8.2.21 and that they'd be equipped to clear the main sewer. They attended, checked the pumping station and said it was working, not full and was easing and that the sewers weren't full and that he'd log a call for someone to clear the loo paper, fluid and faeces in 5-7 days time. On 7.2.21 subcontractors attended and again agreed the sewer was full, took photos and said they couldn't help any further but would log as urgent. I contacted AW via messenger on their Facebook page on 8.2.21. They assured me a manager would call within three hours. That did not happen. At no point has anyone except for the first attendee made any effort to clear raw sewage from our driveway and garden. We have had to do it ourselves on several occasions. We have two young boys, one registered as disabled and we have been unable to bath either of them. I am thoroughly fed up and believe their service levels have not been met, nor has any action actually taken place other than on 29.1.21. Nor have calls been returned as promised. The smell of urine is horrendous as soon as you open the front door. We have to walk against the house wall to get past the mess and on one occasion was so bad we were unable to get in the car on one side. The incompetencies of this company have reduced me to tears on more than one occasion and am literally at my wit's end. Complained raised with CCWater.