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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www.cambridge-water.co.uk40 total • Write a review
Would of left a zero star if it were possible. My bill has suddenly gone up to 41.00 a month. I live on my own so phoned to query this. I was told that the bill was estimated. I requested my meter was read and was assured this would happen within the next 7 days. Of course this hasn't happened. Although the march bill arrived yesterday, which I hadn't received. My son managed to take a meter reading and the estimated reading is 115 more units than I have used. Cancelling my direct debit. Can't see any other way of getting this dealt with
Date of experience: September 10, 2023
US
In times when water companies are receiving some bad press I am pleased to say that Cambridge water, in particular their employees Joanne in the office, Andy as the on call customer liaison and Matt, Owen and David from the emergency team. All provided a fantastic response to my problem of a leak under my property. Andy in particular couldn't have done more and the excavation team led by Matt were brilliant in locating the main and stop cock. My thanks to all of them during a stressful time.
Date of experience: July 17, 2023
US
I repeatedly requested a meter reading from 2021 as i had not had one since 2019. I was assured each time this was booked and would be done. Nothing was done despite 4 requests over a year. I gave up, and then was told a new meter was to be installed in 2023 and they would read it then. Well i have just had my bill and the only reading they did was on my new meter so I still dont know what my actual consumption on my old meter was. They have estimated my bill again. I have checked the new meter and my usage is half their estimate. It makes me wonder how inaccurate my previous bills have been. Very very poor service
Date of experience: June 8, 2023
US
Cambridge Water decided to increase my direct debit by 300% - no text, no email, no letter. Only discovered by chance by logging onto my bank's website. As they obviously can't be trusted to handle direct debits honestly & responsibly I cancelled it - I eventually got through by phone & said I would pay bills in future when they became due. I was originally told I was £71 in credit the their website showed I owed £343.47 - I paid this on on 18 April to clear any arrears & was promised a full bill showing how I came to owe this amount. Nothing received. Phoned them today & asked again for receipt and bill details - instead received another bill for £95.89. No explanation about how I used this in less than a month or any bill details. Utterly, utterly useless company. Easily the worst I've ever dealt with in any sphere. I'm not paying them any more money until they explain how I'm supposed to have run up such arrears. They can take me to court if they want, I'll happily go there and tell them how execrable this shambles of a company is.
Date of experience: May 11, 2023
US
Should have received my 6 monthly bill in March not received to date, attempted to use their website to view bill as I was hoping they may have read my meter (which on passed performance is unlikely ) couldn't get into their website. Spent 35 minutes on the phone being told that my call was very important to them , gave up after that. A business that does not collected it's revenue must have appalling management
Date of experience: May 4, 2023
US
This company is totally inefficient. They did not give a March bill but took payment, trying to get a copy has been impossible, copy not available on my app or web ac, they said they would post a copy on 10th April, did not arrive. They have reset my app 3 times still no March bill. They phoned me and then cut me off, I am now on the phone to them, on hold so far for 43mins absolute nightmare company
Date of experience: April 20, 2023
US
Stuck on hold for 1.5 hours. Been quoted £85 a month when Anglian water told me on the phone in the same week that they estimate that £25 a month would be too much. Trying to set up a direct debit online and website never works. Painful, so painful.
Date of experience: April 13, 2023
This company is an absolute nightmare they send you messages for large sums of money, but can't show you how the arrived at that figure. There is no way of replying other than phoning them, which takes hours to get through. If you get through they resolve nothing. Told them I had a stroke and couldn't pay as I was out of work they suspended payment for a month, this was their idea of help. I went on a meter over a year ago only to find that my bill went up every month. Asked them how they read the meter as I can't put readings in online. They tell me someone drives by and reads it. I said I didn't ask for a smart meter I asked for a meter as it should work out cheaper and I can put my own readings in, this way I know it's right. In short nothing was resolved I don't get a bill so can't see if the meter was read and can't put a reading in, and they just keep sending me bigger bills and expecting me to pay them without question. I want a bill that shows how much water I've used and how much I'm being charged, is it too much to ask . I can't afford to get stressed, but these people will give me a heart attack
Date of experience: April 12, 2023
I keep getting letter saying please sign up for Homeserve insurance, Get a letter evey 2 months. I have no idea what the customer service is like as I have been on hold now for 2 hours!!!!! If I am waiting this long I am going to ask what the company will be doing with my stolen bank details. I was offered a service for a year but what happens after this first year. We lost your details and we do not care seems to be the cambridge water way!!!!!
Date of experience: February 6, 2023
US
Since Cambridge water was taken over by South Staffs it has gone the way of most large companies - inflated bills, incompetent delivery of services, non-existent customer services. I write this while on hold to their complaints team - so far, I have been waiting for 19 minutes, listening to Mozart interspersed with a recorded voice lecturing me on how to 'save water and help the environment' - this, from a company that wastes millions of gallons a year through unfixed leaks... I have had to contact the company FIVE times in the last 2 months, asking them to read my meter. The meter was replaced last year in the context of a replaced water main - it is now underground and I cannot read it myself. Since it was installed, nobody has read it, I receive what to my mind are inflated estimates and high bills based on them. I naturally want to check my consumption, to see if anything is wrong - such as a leak. Each time I call, I am promised it will be done within 5 working days - I have been waiting since 14 November. Every time I have to wait 20 minutes in a queue, only to be fobbed off with pathetic excuses about them being 'very busy'. (Of course they are busy - like all profiteering companies, they put as few staff as they can get away with onto their core services.) Then, this morning, I receive forwarded mail from my old address, among which is a letter warning me of a serious cyber attack dated 29 November 2022 but referring to an incident in August - other reviews on this thread also complain about this incident. Of course Cambridge Water have my current address, but instead sent a warning about security to an address I left in July 2020! Cambridge Water is negligent, incompetent and a disgrace to the industry. I am still in a queue - it has now been 28 minutes. What a shambles.
Date of experience: December 29, 2022
