Another Amazing Customer Service Experience
Once again after speaking with Suzie another amazing customer service experience.
3.8
Great
23 reviews
5-star
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1-star
💬Hasn't replied to negative reviews
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Review summary
Portsmouth Water has mixed reviews from customers. Customers particularly appreciate service, though some mention concerns about customer service and communication.
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Based on reviews, created with AISee what reviewers are saying
Leak-Fixers ... Quick, Efficient & Cheerful
Just to say how quick, efficient and cheerful .. yes! CHEERFUL the crew were who repaired the leak on our supply in Havant yesterday. Including digging a hole in the road it was all done in less than an hour. Thanks.
An absolutely infuriating and complacent company
For the five years I have lived in Portsmouth I have needed to pay my annual water bill. The bill is due by 1st July. I have had trouble laying the bill each and every year. Their payment portal and website is rubbish and their customer service non-existant. I have been unable over five years to set up my account to function online. Each time there is a message saying there has been a problem. Please try again later. For five years! This year I have received multiple communications from them requesting payment, both electronic and by Royal Mail. Today a letter saying the bill is overdue which it is not. On 17th June my frustration at trying to pay them boiled over and I sent them an email. It was not entirely polite and read as follows: “ I have tried multiple times to pay my bill and your **** ***** website using the email pop up keeps throwing me out. Utterly useless. This has consumed a lot of my scarce time and energy. I’m totally fed up and unwell to boot. Just exactly how do you expect me to pay?” It is now four business days later and there is no response. It is dishonest to say a bill is overdue before the due date. If the managers of this company wasted less money on payment requests and sorted out their online payment portal I am sure their shareholders would heave a huge sigh of relief
How rewarding to find an organisation…
How rewarding to find an organisation which solves problems effectively and quickly! I made an error paying my bill and sent an email. It was sorted within 24 hours. Thank you.
Company details
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Contact info
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Website
www.portsmouthwater.co.uk
All reviews
23 total • Write a review
Showing 1 - 10 of 19 reviews
RS
Portsmouth Water
I've recently moved, and had been having a nightmare with call centres, until I called Portsmouth Water. The call was answered quickly, I spoke to a lovely, helpful man, who understood perfectly what I was saying and not only sorted everything out, actually volunteered helpful information to me. I was so amazed I actually checked my phone to see how long I'd been on the call, 3 minutes it had taken. So you see it can be done, you can get helpful people who understand you, and get dealt with quickly. So many take the time to complain, but once I recovered from the shock I felt that I had to review this, and hopefully it'll inspire other call centres.
Date of experience: April 29, 2025
MA
Outstanding
Lost for words would be an understatement. Called today and answered in good time by Kai. Really considerate, patient, understanding, super helpful and proactive. Kai is a real credit to Portsmouth Water - they are a keeper!!!!
Date of experience: February 4, 2025
Ct
bills have changed,no breakdown of how the bill total was compiled
Portsmouth water have in the last year changed the way their water bill to its customer looks. what you get now is the total of what you owe them,but no breakdown of how the bill was compiled. In my case the total i owed them on the current bill figure was almost the same as the bill total on the the previous bill,except that on the current bill i had used substantially LESS water by 8 cubic metres than the previous bill. Seemed a bit odd so i asked them for a breakdown of how the bill was compiled to see if a mistake had been made. They said that this is the way all their bills will be from now on, but they were willing to send me a copy of how my bill was compiled, am now waiting for said information,BEFORE i pay the bill. I would suggest to other portsmouth water customers that they do the same as i did which is ask for a breakdown of how the bill was compiled BEFORE paying the bill just in case Portsmouth water have made an error and to stop customers from being OVERCHARGED.
Date of experience: February 1, 2025
RL
Keep proof you have paid your water…
Keep proof you have paid your water bill if your with Portsmouth Water. They have been chasing Me for Junes payment which I paid in July by bank transfer. Email and you may get a reply 10 days later during which time they send you another letter for payment
Date of experience: November 8, 2024
SG
Working from home.
Having previously emailed a complaint, today I telephoned Portsmouth Water to make further complaint regarding non response to my original complaint. I was on hold for an eternity prior to someone bothering to answer. After giving a whole host of answers for "data protection," one of which was my phone number. The guy couldn't help because he was working from home. Having had my phone number, he then proceded to ask my phone number for someone to call me. What is the point of working from home if, by the very nature of you being at home means you cannot deal with the issue. This I can't go into the office needs to stop & if they don't want to go into the workplace, they can always be unemployed. Meanwhile, I wait for someone who can be bothered to enter the workplace to phone me back. Needless to say nobody phoned. Presumably the eternity on hold & working at home is Call of Duty - modern warfare & not work.
Date of experience: October 31, 2024
RM
Extremely poor customer service
Extremely poor customer service, verging on laughable. Made a simple change to my account which took more than 3 months to get done. They have an SLA of responding within 5 working days but they don't work to that, it's more like 20 days and after you've chased them 3 times. The complaints procedure through Head Office is the same, they don't bother working to SLA's as customers have no choice but to use them. I still have an open complaint that they are again ignoring me on. Joke of a company!
Date of experience: August 6, 2024
M
MS74
US
I am extremely disappointed with the…
I am extremely disappointed with the customer service provided by Portsmouth Water My recent experiences have been frustrating, to say the least. The main issue is the excessively long waiting times on the phone. Every time I call, I am placed on hold for at least 20 minutes before I can speak to a representative. This is incredibly inconvenient and indicates either a severe lack of staffing or an inefficient call management system. Moreover, when I finally got to speak to a representative, they cut me off half way through the call so i had to ring again and wait for another 20 minutes to try to pay my water bill. A-54A8B0C3
Date of experience: July 31, 2024
MB
First Class Customer Service
Just had the pleasure of dealing with a lovely lady by the name of Susie. She’s gone to a lot of trouble to tailor my bill to suit my payment method and timescale. First class customer service. 10/10. M J Broom Chichester A-C323E588
Date of experience: July 10, 2024
RG
I called to set up my account and spoke…
I called to set up my account and spoke to Paige, couldn’t believe how simple and quick it was! She was extremely helpful, really kind and is an absolute asset to your team. Thank you Paige!
Date of experience: March 11, 2024
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