Cambridge Water has room for improvement based on customer feedback. Customers particularly appreciate service, though some mention concerns about customer service and communication.
I’ve been waiting a year for them to read my meter , I called last month and was told they are reading my meter in July, I have just received my yearly bill and guess what it’s estimated again. I am canceling the direct debit until they read my meter.
Recently ive found cambridge water difficult to understand , as disabled vulnerable customer they sent no comunication warning of water app ,usually i simply download free the app ,but with cambridge water app, i had problems ,confuseing it seem to want charge me for this app ,i still cant download this app,cambridge water look after yoir customers sort this out,disapointing customer service. Looking at cambridge water reviews here nearly all poor 1 red *. Do they not care ?.has cambridge stafford water made mess of this app launch ,it doesnt seem they are contacting customers with support.
Terrible service they don't answer the phone been trying to get in touch with them for a while week just to get their email address complete joke of a company
Feedback on Poor Service and Billing Issue – Cambridge Water I am extremely disappointed with the service I have received from Cambridge Water. I have been wrongly billed for another property, which is significantly higher than my usual charges. This issue occurred because your meter reader or engineer swapped the apartment number on the water meter, leading to incorrect billing. When I contacted your customer service team to resolve this issue, my experience was far from satisfactory: Disconnected Calls: I was hung up on twice during my calls to customer service, and no one called me back. Each time, I spent nearly 20 minutes on hold before being disconnected. Long Wait Times and Transfers: On my third call, although I finally got through, I was transferred to another department (the supply line), which required an additional 10-minute wait. Unresolved Issue: After all this, I was informed that a new appointment would need to be booked to check the supply pressure, despite the issue stemming from your previous error. This experience has been extremely frustrating, and the lack of efficiency and professionalism has made the situation worse. I request that Cambridge Water takes the following steps to address this matter: Review and resolve the incorrect billing issue immediately. Improve customer service processes to ensure calls are not disconnected, and follow-ups are made where necessary. Reduce wait times and avoid unnecessary transfers between departments. This situation has caused unnecessary stress and wasted a significant amount of my time. I hope to see swift action taken to resolve my case and an assurance that such incidents will not happen again.
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Problem with leaking internal water meter... Saturday 30th November at 1pm - Called to report the issue and was dealt with very efficiently by Tom, who booked a call to fix. 2 hours later, a lovely gentleman called Andy Kew, inspected the issue, installed a new meter outside and put in a call for a plumber to fix the internal leak and remove the old meter. Hhe plumber came within 2 hours and resolved the problem. Amazing service. BIG thanks to Andy Kew, especially, for getting us leak free!
Date of experience: December 1, 2024
US
Cambridge Water dug up my drive today. They didn't ask me, they didn't tell me. They said my neighbour had given them permission. When I rang Cambridge Water they said they COULDN'T put me through to complaints...because they only have a complaints line for billing. Not for anything else. So they refused to continue my call. When I rang again, same issue, they put me on hold saying they 'couldn't find a number' for this particular complaint. Then left me on hold and didn't come back. And to think...people complain about the water companies. Can't think why. So now...I can never know if they will dig up my drive again because someone else might give them permission. And they have no complaints procedure to pursue it. Such a well run firm.
Date of experience: November 28, 2024
Horrendously ineffective. Bills suddenly being sent x 6 higher than they originally requested. Even though THEY set the monthly amount Customer service cal centre lines just advising due to an emergency lines are closed. Finally getting someone (on instagram of all places!) Who promised to put the account on hold. But the bill coming out anyway! About to report these crooks to whichever body is supposed to regulate them.
Date of experience: November 15, 2024
After 52 minutes of wating on the phone, I gave up. This is appalling service. If they want the payment they can wait for it!
Date of experience: September 12, 2024
Pray that Cambridge Water does not happen to you. Couldn’t locate external stop cock after more than 2 visits. Had to contact previous home owner after almost 20 years to find the cock. Cambridge Water will not update the cock to a boundary box to assist with underfloor leak tracing, told me the external cock is a “private issue”. The company while installing a new external cock cut the broadband cable to my house and never told me or apologise about it.
Date of experience: September 1, 2024
On two occasions in the past I've had to call them to change billing details and they have sorted it quickly and pleasantly, including last week pushing the direct debit back by a month to make sure there was no problem with the switch over. There's a fairly lengthy wait on the phone before you get through to them, but then when they answer it's all sorted quickly.
Date of experience: February 19, 2024
US
Non existent customer service. Very difficult to contact. Constantly told they will sort things out, they never do. Even when someone did finally turn up to read my meter, they managed to lose the reading. The worst water company I've known.
Date of experience: November 23, 2023
I had a credit on the account of £600. After 6 months of emails and phone calls and a complaint to the Water Regualtor they eventually refunded approximately half of it. There is no accountablity and they have a monopoly as such customer service is not something they need to worry about. Its a shame when when you want revenge on a big corporate but there is little I can do. They offered £25 compensation, what an insult. I am selling my house and moving abroad so that might be an opportuniy to stiff them back with an big outstanding bill.....they will never find me where I am going.
Date of experience: October 23, 2023
Shocking Service!! I waited about 15minutes on the phone to then be told they couldn't hear the number i was giving! I patiently repeated it but they just kept saying ‘i’m sorry, i’m getting a blank!’ Disgraceful!!! And of course they haven’t rung back! If you go on-line blank pages come up. How are we supposed to communicate? Registered letter??
Date of experience: October 9, 2023
