Another Amazing Customer Service Experience
Once again after speaking with Suzie another amazing customer service experience.
3.8
Great
23 reviews
5-star
4-star
3-star
2-star
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
Information provided by various external sources
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Contact info
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Website
www.portsmouthwater.co.uk
All reviews
23 total • Write a review
Showing 11 - 19 of 19 reviews
GH
I wanted to share my recent experience…
I wanted to share my recent experience with Portsmouth Water I had a real issue with a leak at my property-Jade was incredibly sympathetic, she took responsibility over my situation dedicated a lot of her time to helping me and went above and beyond. She did a lot more than was her duty and kept me well informed. She was so kind and really helped me through a tough time. Massively grateful to Jade and her management team. A very happy customer.
Date of experience: February 4, 2024
SS
I rang the emergency services for my…mother who is elderly and we were treated with kindness respect and efficiency.
I rang the emergency services for my elderly mother.The lady who dealt with me was polite and reassuring and arranged a same day call out The young man (Graham) who attended and sorted out our problem was also extremely polite and couldn`t be more helpful.Thankyou Graham ,and thankyou Portsmouth water. (29/6/23)
Date of experience: June 30, 2023
S
SAM
US
Great customer service-Thankyou
Called to get account number to set up direct debit- The lady on the phone was so nice and helpful she completed direct debit for me and also advised that someone could come out to check water pipes as bill seems to be alot. Thank you so much for your help I really appreciated it. I hope this gets back to the lady I spoke to.
Date of experience: March 14, 2023
DF
Rang emergency line 22:30
Rang emergency line 22:30, engineer arrived 40 minutes later and fixed leaking external mains stopcock, no mains water getting into the property. Ethan - Portsmouth had the problem fixed by 00:30. Many thanks for the exceptional response to the office team and special thanks to Ethan for fixing the problem very quickly. Great ambassador for the company. D. Fulton
Date of experience: September 8, 2022
cw
Very helpful
Very helpful. I rang them due to having no water, they answered the phone within three minutes. They were extremely polite and helpful. They arrived with in Half an hour and sorted the problem.
Date of experience: May 12, 2022
GB
Appalling customer service
Appalling customer service, well over a 2 months since a faulty meter increased my bill 3 fold, they have changed the meter but are still prevaricating over the last bill, they have sent an updated reading to Southern water still with readings from the faulty meter and Southern Water still sending me demands for payment of seawage charges based on the faulty readings.
Date of experience: March 1, 2022
AD
Very impressed on several occasions
This is a very unusual company in that they answer the phone straight away, no pushing option buttons endlessly, you speak to an actual person who is helpful and efficient and they send someone out, in my recent experiences anyway, straight away to try and sort the problem. Just wish all companies were like this one. Someone came round to look at our water supply within about an hour of my telephoning even in the current difficult lockdown situation. Very impressed with them.
Date of experience: May 28, 2020
ME
valued member of staff
I would like to publicly thank Customer Services Sandra James-Lennon for her swift attention to my requests and the detailed response i received..it has gone some way to restoring my faith in organisations..
Date of experience: August 7, 2019
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