Portsmouth Water Reviews

For the five years I have lived in Portsmouth I have needed to pay my annual water bill. The bill is due by 1st July. I have had trouble laying the bill each and every year. Their payment portal and website is rubbish and their customer service non-existant. I have been unable over five years to set up my account to function online. Each time there is a message saying there has been a problem. Please try again later. For five years! This year I have received multiple communications from them requesting payment, both electronic and by Royal Mail. Today a letter saying the bill is overdue which it is not. On 17th June my frustration at trying to pay them boiled over and I sent them an email. It was not entirely polite and read as follows: “ I have tried multiple times to pay my bill and your **** ***** website using the email pop up keeps throwing me out. Utterly useless. This has consumed a lot of my scarce time and energy. I’m totally fed up and unwell to boot. Just exactly how do you expect me to pay?” It is now four business days later and there is no response. It is dishonest to say a bill is overdue before the due date. If the managers of this company wasted less money on payment requests and sorted out their online payment portal I am sure their shareholders would heave a huge sigh of relief

How rewarding to find an organisation which solves problems effectively and quickly! I made an error paying my bill and sent an email. It was sorted within 24 hours. Thank you.

I've recently moved, and had been having a nightmare with call centres, until I called Portsmouth Water. The call was answered quickly, I spoke to a lovely, helpful man, who understood perfectly what I was saying and not only sorted everything out, actually volunteered helpful information to me. I was so amazed I actually checked my phone to see how long I'd been on the call, 3 minutes it had taken. So you see it can be done, you can get helpful people who understand you, and get dealt with quickly. So many take the time to complain, but once I recovered from the shock I felt that I had to review this, and hopefully it'll inspire other call centres.

Dealing with Portsmouth Water was a breath of fresh air, certainly one of the most efficient customer relations departments that I have dealt with for many years.

Lost for words would be an understatement. Called today and answered in good time by Kai. Really considerate, patient, understanding, super helpful and proactive. Kai is a real credit to Portsmouth Water - they are a keeper!!!!

Portsmouth water have in the last year changed the way their water bill to its customer looks. what you get now is the total of what you owe them,but no breakdown of how the bill was compiled. In my case the total i owed them on the current bill figure was almost the same as the bill total on the the previous bill,except that on the current bill i had used substantially LESS water by 8 cubic metres than the previous bill. Seemed a bit odd so i asked them for a breakdown of how the bill was compiled to see if a mistake had been made. They said that this is the way all their bills will be from now on, but they were willing to send me a copy of how my bill was compiled, am now waiting for said information,BEFORE i pay the bill. I would suggest to other portsmouth water customers that they do the same as i did which is ask for a breakdown of how the bill was compiled BEFORE paying the bill just in case Portsmouth water have made an error and to stop customers from being OVERCHARGED.

Keep proof you have paid your water bill if your with Portsmouth Water. They have been chasing Me for Junes payment which I paid in July by bank transfer. Email and you may get a reply 10 days later during which time they send you another letter for payment

Extremely poor customer service, verging on laughable. Made a simple change to my account which took more than 3 months to get done. They have an SLA of responding within 5 working days but they don't work to that, it's more like 20 days and after you've chased them 3 times. The complaints procedure through Head Office is the same, they don't bother working to SLA's as customers have no choice but to use them. I still have an open complaint that they are again ignoring me on. Joke of a company!

I am extremely disappointed with the customer service provided by Portsmouth Water My recent experiences have been frustrating, to say the least. The main issue is the excessively long waiting times on the phone. Every time I call, I am placed on hold for at least 20 minutes before I can speak to a representative. This is incredibly inconvenient and indicates either a severe lack of staffing or an inefficient call management system. Moreover, when I finally got to speak to a representative, they cut me off half way through the call so i had to ring again and wait for another 20 minutes to try to pay my water bill. A-54A8B0C3

Just had the pleasure of dealing with a lovely lady by the name of Susie. She’s gone to a lot of trouble to tailor my bill to suit my payment method and timescale. First class customer service. 10/10. M J Broom Chichester A-C323E588

I called to set up my account and spoke to Paige, couldn’t believe how simple and quick it was! She was extremely helpful, really kind and is an absolute asset to your team. Thank you Paige!

I wanted to share my recent experience with Portsmouth Water I had a real issue with a leak at my property-Jade was incredibly sympathetic, she took responsibility over my situation dedicated a lot of her time to helping me and went above and beyond. She did a lot more than was her duty and kept me well informed. She was so kind and really helped me through a tough time. Massively grateful to Jade and her management team. A very happy customer.

I rang the emergency services for my elderly mother.The lady who dealt with me was polite and reassuring and arranged a same day call out The young man (Graham) who attended and sorted out our problem was also extremely polite and couldn`t be more helpful.Thankyou Graham ,and thankyou Portsmouth water. (29/6/23)

Called to get account number to set up direct debit- The lady on the phone was so nice and helpful she completed direct debit for me and also advised that someone could come out to check water pipes as bill seems to be alot. Thank you so much for your help I really appreciated it. I hope this gets back to the lady I spoke to.

Rang emergency line 22:30, engineer arrived 40 minutes later and fixed leaking external mains stopcock, no mains water getting into the property. Ethan - Portsmouth had the problem fixed by 00:30. Many thanks for the exceptional response to the office team and special thanks to Ethan for fixing the problem very quickly. Great ambassador for the company. D. Fulton

Very helpful. I rang them due to having no water, they answered the phone within three minutes. They were extremely polite and helpful. They arrived with in Half an hour and sorted the problem.

Appalling customer service, well over a 2 months since a faulty meter increased my bill 3 fold, they have changed the meter but are still prevaricating over the last bill, they have sent an updated reading to Southern water still with readings from the faulty meter and Southern Water still sending me demands for payment of seawage charges based on the faulty readings.

This is a very unusual company in that they answer the phone straight away, no pushing option buttons endlessly, you speak to an actual person who is helpful and efficient and they send someone out, in my recent experiences anyway, straight away to try and sort the problem. Just wish all companies were like this one. Someone came round to look at our water supply within about an hour of my telephoning even in the current difficult lockdown situation. Very impressed with them.

Once again after speaking with Suzie another amazing customer service experience.

Just to say how quick, efficient and cheerful .. yes! CHEERFUL the crew were who repaired the leak on our supply in Havant yesterday. Including digging a hole in the road it was all done in less than an hour. Thanks.