Staff so helpful.
Staff so helpful.
3.3
Average
819 reviews
5-star
4-star
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1-star
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Review summary
Anglian Water has mixed reviews from customers. Customers particularly appreciate service and professional, though some mention concerns about customer service and communication.
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Based on reviews, created with AISee what reviewers are saying
Constant problems with no water
Constant problems with no water can't replace the pipes but can pay their shareholders
Entering day 4 without mains water
Entering day 4 without mains water. No end in sight. Apparently they can’t find the cause of the supply failure.
Dreadful service
Reported a domestic water leak almost 3 weeks ago. An initial visit confirmed it was the company's responsibility to repair but a follow up visit was needed. 3 weeks pass & the same technician turns up to take photos of the leak he saw 3 weeks before. In the interim no.proactive communication from the.companu. Promised callbacks never came. And.booked visits never happened. Awful! And I have no alternative provider.I can switch to. Simply.awful service
Company details
Information provided by various external sources
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Contact info
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Website
www.anglianwater.co.uk
All reviews
819 total • Write a review
Showing 651 - 660 of 815 reviews
PH
A week with human faeces over the back…
A week with human faeces over the back section of my property. I was told it could take up to 5 days to resolve. On the 5th day, was called to say it will be another week. I explained my mother in law is immuno suppressed, and that we literally have crap at the door. Was assured it would be dealt with in 24 hours. This has proven not to be the case. Will have to complain to OFWAT. I don’t believe they take these situation seriously. If they are that far behind, why are they not hiring private contractors to resolve the issues. The excuse we are given is the extreme weather. Last week maybe, and I am getting sick of companies blaming COVID. It’s been a year now, adapt, like thousands of businesses have had to do. Very poor.
Date of experience: February 20, 2021
A
This is the worst service I have ever…
This is the worst service I have ever received. We have been left with dirty sewage water all round our house for over a week and repeated phone calls telling us you would help and then doing nothing. We are now left with a filthy back yard and toilet roll and despite saying you would come today to clean up you have not turned up yet again. I realise it has been difficult with the amount of rainwater but at one stage couldn’t get out of our house without stepping into dirty water.
Date of experience: February 19, 2021
DM
I’ve had nothing but stress since July…
I’ve had nothing but stress since July 2018 to date with estimated bills because Anglian water couldn’t find the meter until late in 2020 they lied to say the meter was being read by remote reading they said I owed an amount to be paid to clear an outstanding unknown debt then changed the amount months later to twice the original value they also said the monthly DD would by £33 then changed it to £44 two months later even though the usage was less than 2018 2019 2020, they also don’t accept emails and use expensive phone contact numbers to stop any complaints which can be recorded or stored by customers.
Date of experience: February 18, 2021
S
STV
US
A difficult start but excellent results
Absolutely terrible service. Our basement has been filling up with water for 4 days (at this point) and we are still being told they'll have someone out within 24 hours. Phoneline was busy and recommended the website, live chat on the website recommended the website and the website was down for 2 days. Edit: after a rocky start, the team has been doing a fantastic job on site to get this problem sorted and we are very grateful for their assistance.
Date of experience: February 17, 2021
BH
The worst customer service
The village where I live has been without water for 9 hours Anglian water can not be contacted and they have not told us what is happening or when the supply is reinstated, Very poor customer service and we are stuck with them as there is not an alternative , Just about a third world company
Date of experience: February 16, 2021
EL
Experienced absolutely fantastic…
Experienced absolutely fantastic customer service from Anglian Water, really helpful and friendly and went above and beyond to ensure I was kept informed.
Date of experience: February 16, 2021
LD
Don't bother registering as having a medical need
We have an ongoing issue with a shared drain which is regularly blocked. My neighbours are never affected however it leaves us being unable to flush toilets, have a shower and generally have a life. I called Anglian Water last night and spoke to a really lovely guy - Luke - who took all the details and explained that in the worst-case scenario it could take 5 days for this problem to be resolved. I have phoned today and spoken to Lydia. I explained the problem and reiterated that my son has a medical condition which requires ready access to a toilet. I was told that at the moment even priority cases are taking five days but she would attempt to escalate the issue. In a first-world country, how can it be the case that someone is left unable to keep clean or, have use of a toilet for 5 days? I would also like to know why myself and my family have to put up with a reoccurring problem which has been on going for years? Why can't Anglian Water take some proactive rather than reactive action? Why ask people to register as having a medical need if there is no priority given to their call? I see lots of responses on Trustpilot which say there are infrastructure issues however Anglian Water made a pre-tax profit of £68m in the financial year ended 2019 so how much is being spent on infrastructure in comparison to paying shareholders? As an aside, the weather conditions currently are not unprecedented there was, I believe, 13 weeks of snow in 1962 so why after so many years is Anglian Water so ill-prepared? The call centre staff are generally helpful and the guys that turn up are lovely but there is clearly something wrong with the management and systems at Anglian Water if so many people are expressing the same frustrations.
Date of experience: February 11, 2021
AJ
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.
Date of experience: February 8, 2021
CM
My house is now flooding and has been…
My house is now flooding and has been for two days. You promised me someone would call today and help. The Technician turned up at 7.30 pm went to a house that is not flooded and then drive off leaving me on the door step. I am Disgusted with the way I have bern treated. However the following day we had a visit from two of Anglian water Technicians who gave us some advice and explained the problem and were very helpful. Thank you.
Date of experience: February 7, 2021
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