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
The company is living in 1900. Bills get generated every 6 months. No way you can submit meter reading every month. It is annoying when u receive a bill of £600 after 6 months. And if u go for direct debit each month(this is based on their approximation) - your account will be in credit - and I'm sure while you leave the house, it will be a challenge to get the credit amount back. What a shame where everything is moving towards smart using technology - this company is living in 1900s and differ to change their policies.
Date of experience: December 15, 2022
US
Complete failure of 'due diligence' by Cambridge Water: Letter received in December, informing me that 'my details could be on the dark web due to a cyber security breach' - in AUGUST ! Together with extra pages informing me what 'I' should do to protect myself from fraud. Isn't this called 'PASSING THE BUCK' ? Here's the comforting information on their site: “Consumers can have complete confidence that the water we supply is safe. "We understand that customers trust us to keep their data safe and I’d personally like to say sorry to all those customers impacted – we’ll be doing what we can to support you through this. "We will continue to invest in protecting our customers, our systems, and our data.” Andy Willicott, managing director of Cambridge Water. ~ It's worth noting that only 'businesses' can switch provider, otherwise I'd be long gone ! (n.b. -The one star is one too many)
Date of experience: December 9, 2022
Terrible company can't give meter reading on line no one answers when you call I've cancelled my direct debit if they want some money they will have to call me
Date of experience: November 16, 2022
I tried to call , waited for almost 48 minutes for someone to answer but no answer !! Extra payments for wrong readings ,and when i ask for refunds no answer at all !!
Date of experience: November 14, 2022
I noticed that my bank account shows Direct Debit taken 14th September. It's a variable amount, so requires 10 days' notice. They claim they sent an email on 13th. It appears to have vanished without trace..... anyway, that is far too short notice. Am unable to view the detailed bill online, as they cannot create the image. Rather contradictory explanations as to exactly when they discovered these problems, when I rang up. No time to wait for a "call back in the next 48 hours", so will check where I stand with the Direct Debit regulations. Regardless of their ongoing problems, I think they have failed to comply. Long queue waiting for a response from the COOP to find out what to do next, but that's another matter. A dreadful waste of time and incompetent. Feeble management of billing if a bill cannot be viewed that seems to have been made up on 22nd August. Updated 24th September: Just noticed that an email came in on 23rd September telling me that my billed amount 'will' be taken out on 14th September......! They lied to me on the phone about sending it out on 13th September. The awful thing is that we are stuck with one company - there's no competition for the customers to flee to.
Date of experience: September 16, 2022
US
I drove nine miles unnecessarily yesterday to reach home, because Cambridge Water's work in my village wasn't adequately marked with diversion signs. If I had been collecting a child or old person, or trying to meet an appointment, I would have been in serious trouble. As it was, I had "ONLY" the high cost of fuel on a low-income budget.
Date of experience: May 20, 2022
We had a problem with the outside stopcock and all was worked on and sorted within 2 hours. The rest of the work was done in 2 days. Most impressed.
Date of experience: February 20, 2022
The website has been down for weeks now (probably longer). However after much hard work, I managed to get onto the app hoping to enter a water meter reading. I now find you can only enter a water meter reading twice a year - why!! I would like to enter a monthly reading to keep check on my water usage. I entered a reading in May and one in October, so now cannot enter another meter reading until May 2022. Quite useless. This is what happens I guess when a private company is allowed to run a monopoly, they just don't care about customers.
Date of experience: December 12, 2021
Website is still down after 2 months
Date of experience: November 26, 2021
