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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I’ve just moved into an area serviced by them I've tried setting up a direct debit but it fails every time because their website is broken. I've tried for weeks, across different devices and browsers and the same happens every time. I tried emailing but get no response. Each time I try webchat it fails 'to connect to server'. Waited on the phone for half an hour before having to hang up for a meeting. How do you actually get in touch?! In addition, I've just moved from a three bed house on Anglian Water where I, as a sole occupant without a meter, was charged around £20 per month. Cambridge are trying to charge me £83!!!! For one person. I could buy over 200 liters of Evian for that price!
Date of experience: November 12, 2021
Poor treatment of vulnerable customers. I got passed from one incompetent staff member, to another, managing the Facebook Messenger chat on a Friday evening. Their communications regarding accounting issues from their own finance systems is standoffish. They hide behind letters, and could not be bothered to pick up a phone to call a customer, but instead waited just over eighteen months to send me a threatening letter. They are in the same league as NPower
Date of experience: October 29, 2021
Cambridge Water website that takes you to South Staffs water has been down now for about 10 days or so. I spoke to a representative who said there is nothing they can do about it. That was the answer. So much for customer service
Date of experience: October 28, 2021
For over two years Cambridge Water have been sending me bills for a meter that is not on my property. I have been threatened with court action. I have sent them many letters with photos showing that the meter is on property owned by somebody else. The meter is not connected to any water supply. Once I got an agent to put a hold on the bills but after three months they started again. I have telephoned, emailed and written. What more do I have to do to avoid getting a bad credit rating and enable my wife and I to sleep at night.
Date of experience: August 31, 2021
Atrocious customer services; pointlessly rude & confrontational. 20 mins to answer the phone & they lock you out of the website. All I wanted to do was pay a bill after selling a property, but they made the experience as complicated as possible with their bizarre 'security' demands. Do they think they're M15? I'd recommend finding another water provider, but wait: they're a privatised monopoly!
Date of experience: November 13, 2020
We have had two installations by Cambridge water on new properties in Cambridge. Of all the utilities, these people are easily the hardest to deal with. They charge admin fees even for the quote, their costs are the highest, they took four months to complete the job, they dug up the main road (as they have given up on worm bore technology) and used 23 separate people to hook up one 25mm pipe. After the install they then charge additional "infrastructure fees" and amend the bill upwards. Cambridge Water Company purport to operate as a private company - they are joint owned/ managed by South Staffs Water - which means nothing other than your dealing with an even larger bloated bureaucracy that effectively has a monopoly over all water supplies in the area. The new MD Mr Willicott appears to have had little impact in terms of operational efficiencies of reduction of costs. I would be happy to point him in the right direction... Communications - generally erratic and poor - with some exceptions; Why not appoint one person to liaise with the customer? ... the fees justify that much. Water supply: So if you have a water meter - (I don't think you even get a choice these days) and have a leak, they charge you for the water AND the sewerage disposal price even though the leak of clean water is into the ground. Wouldn't this normally be called racketeering....? Future - I'm not sure what other water companies are like, but thank god I'm moving out of Cambridge waters' patch. They deserve a good dose of economic reality and proper competition in their operating area to reduce costs.
Date of experience: July 3, 2020
