SES Water

Recent bill in September 2024 stated my direct debit (which has worked fine for the past 7 years) would be taken in October 2099. Thought it was an error but money not taken and October has come and gone. Can’t get through on phone and my account page on their website gives an error message. Tried emailing but got an automated reply stating it will be a while. Clearly they don’t want bills to be paid. Edit:- as I mentioned I’ve tried calling but not answered and I’m not going to hang on for hours. Also tried emailing but no reply. Interesting I got a reply on trustpilot but no reply by email.

Jan 23 I had water meter which i requested to be activated in March23 this never happened. I understand I should have bee asked for two meter reading around 2 weeks apart then my bill would be re assessed. Around June 23 I became aware that i had a leak on my pipework which got fixed and SES informed given meter reading. I had several phone calls with Customer service one a very confused young man, then around 3 weeks ago another phone call and the operator a very nice lady told me I wasnt on a meter my request wasnt activated when requested in March. I have been offered up to a 50% reduction in the water that was wasted due to the leak at this present time, told bill co only be assessed every 6 months. My contention is why should I pay for water that was wasted due to not being on a meter as requested the knowledge of the leak would have been discovered and march and I would fix it. Complaint went to level 2 the next step can take 75 days even to be reviewed with CCS The whole situation is easy to resolve but nobody is listening and certainly sees that the company has any responsibility in this situation Does anyone actually care not to my experience

I am with ses water I pay all of my bills and still they keep sending me letter to pay what terrible company I I could I would give zero star I Keep calling them still no answer

Have had the worst experience ever with SES, it's really affected my mental health. I wrote an email to SES in April 2022 advising my income had not changed in response to correspondence asking me to update. I also updated that I was now divorced and could they remove ex husband off the bill. Next thing I know for this year's billing I have an updated bill claiming back the low income portion of last years bills whilst charging me full price for new bill so suddenly taking over £100 per month from my account! I told them I sent email updating them. They claimed several times to never receive the email despite them actioning it as they removed my ex husband off the bill.. I gave them the date the email was sent and eventually they acknowledged they did actually receive the email but still charged me as if I was above the income threshold. They said I didn't send proof of still being low income. I said they didn't ask for further support at any point. From the email I sent confirming I was still low income they should've at that point asked me for proof to continue on the scheme but they didn't. That's their error not mine but I'm being penalised and being charged over £100pm now! It's ridiculous. How can you half action an email and deny you received it and then not rectify accordingly. Advised on the phone back in May I could show proof with tax returns my income had not changed. Was told no good as that should've happened before so can't do anything about last year's bills or this years until proof of income... well why didn't you ask for it before when I first applied or at any other time since. You just decided to remove me off the support scheme without requesting proof of income!! I've now been told fill in the form and you can get it moving forwards but won't back date their error!! Why am I being charged extra for SES errors!! It's ludicrous and I'm at the end of my rope mentally with this. I've done nothing wrong. SES don't care how this affects people's mental health so long as they get their money and over charge you.

We needed new panels for our boiler case. Pedro, the engineer, noticed that the new, replacement panel was broken so he contacted the Leatherhead office. No luck so he went out of his way to drive over to Woking. He took the trouble to check that the panels were in tact and could not have done more to give a professional impression of your company. A keeper!

SES Water made an agreement to pay off a bill over a period which I adhered to completely. They then sold my data, long before the end of the agreed payment plan to a bottom-feeder debt collector. Sharing my personal DATA completely without my permission. And continued to take money on the payment plan whilst demanding it also via this debt collector. I would stress I have missed no payments at all. The customer service team just talk and follow nothing up, it's disgusting. I am in the process of contacting OFWAT and the ICO. I have never failed to respond to them, I am at the end of the phone, if they needed more money they could have called me. I am absolutely disgusted at there underhand and borderline immoral and illegal behaviour. This has caused me a great deal of distress. It would be great if I could use another company but its a captive market and they think they can do what they want. Even if you have things in writing they don't honour their statements. DO NOT TRUST ANYTHING THEY SAY OR WRITE

I had to give a rating of 1 as 0 was not available. I am hoping that as per the other 1 star review it may evoke a response from the company who I have been contacting for over three months to resolve my situation, with amongst others, false promises every time of calls back, misinformation recorded on my account. You cannot speak to a manager or escalate the problem to anyone senior; their Head of Customer Care does not accept calls! The billing department apparently have a long response time - they sure do.

Phone enquiry answered quickly and with intelligence. Kind, helpful and efficient staff. My only grouse is the low water pressure in my area.

the absolute worst company i have ever dealt with. appeared from nowhere after covid saying we owed them over £1,600 in water charges that needed paying immediately. we asked for a payment plan and they refused, they then proceeded to send us solicitors letters and debt collecting letters without even speaking to us. we paid the bill and were told that we would be on a £60/month direct debit, this happened twice before we got another bill for over £600 that again, needed to be paid immediately. absolute zero customer service.

Not a professional company received calls from them which I was convinced was from scammers but it was them. Maybe the Scammers out there could give them some customer training. Payments website is the worst application I have ever seen is like something developed in the 90's has just charged me 3 times (Gets Server 500 Error) for an £3.01 apparent outstanding bill. Will chase them to the end of time now for a refund and thankfully are no longer with this lot!!

Complete incompetence. After being with them for 5 years I moved into a new build property and was the first person to live there. I was told I owed £70 that was already on the bill and then almost £500 for something else, of which nobody at this company can explain. The woman I spoke to on the phone says she'd email me an itemized billing as to why from may 2022 to October 2022 the water bill amassed to almost £500. This did not happen and has still not happened more than a week later. Their complaints department are no better, it takes 10 working days, yes, two weeks for them to respond. Having this linger over us is causing unwarranted stress yet no one is available to explain. Probably the worst run service company I've ever come across.

This water utility company is utterly incompetent. I have had the misery of five interactions with them to sort out a simple problem, but several months later, I am still receiving incorrect bills. • Briefly, in August We received a bill that was hugely over the usual amount.(£234, rather than around £150). At first, I thought we may have a leak! •I contacted them and they arranged to have the water meter re-read. I examined the meter myself and discovered that it was filled with caked on sand and mud, and had never been read. I cleaned it, and photographed the meter face to reveal an actual consumption of around £160. •Their meter reader concurred with this. The bill should have been £159.96. A call to them confirmed this and we spoke to J...... We spoke to her on three separate occasions. •We eventually received a statement showing both the original incorrect amount PLUS the correct amount. Now the problem was even worse. • We called again, and again speaking to both J, and L. The customer service team (are always friendly, kind and attempt to be as helpful as they can) BUT, the problem that they have is that when they raise this problem with the accounts team, the complaint eventually gets closed down even though the problem has not been addressed. • I eventually wrote a brief outline of the problem to the CEO of SES, and did not even receive a reply. This morning, someone rang me randomly fro SES to say that the bill has been reduced to £89 (approx). • This is still wrong. I have paid the portion of the bill that IS correct, and owe SES zero. Despite this, still no corrected bill. Mr Iain Cain (CEO) is a complete letdown. What a way to run a company! A truly shockingly bad company.

Just had a call with with SES water and wanted to say what a positive experience it was. I rang to adjust my direct debit as was paying slightly too little and didn't want a big bill in 6 months time. Such a helpful man on the phone who checked I was listed on priority customer register with correct details. He also checked I was on correct tariff and directed me to social tariff form. I couldn't have asked for more.

Where to Begin? My experience with SES water has been bad for over a year and a half. 1. I only received my bill every 6 months, since my meter can only be read by an SES Water employee. 2. The bills were high and even after following all their water-saving tips, they didn't change almost anything (£10 difference from one bill to another). 3. Although I have an online account and requested my bill to be sent electronically, I still received the Bills in the mail. Except for the last 2 bills that I paid but I haven't receipt by any means, just the money deducted from my account. I tried to call them several times without luck and you have to send several messages in order for them to reply to your queries after 14+ days of waiting. This is outrageous.

Totally rubbish company with rubbish customer service (don't even think they know what it is!) Claim to help people in difficulties but don't!!

I moved home recently into an area serviced by SES Water and I am seriously regretting that I have. After 28 phone calls to SES, my account is still not sorted out. Each person I speak to has given me totally different information from their colleagues. It is as if I am calling a different company each time. Some customer service agents have been trying to be helpful, but still have gotten nowhere and have given me misinformation. Other customers service agents have not tried to help at all. In particular Julia, who I spoke with today 06/10/20. I asked to be transferred to a gentleman I had spoken to a dozen times and who was attempting to sort out my account. While I was speaking, Julia interrupted and asked "are you done yet?". She was the height of rudeness when I told her that it was unacceptable to speak to anyone like that. Julia represents customer service at it's worst and lowest. Unfortunately, I don't think any amount of coaching or reprimand will correct Julia's nasty attitude. Fingers crossed my account problems will finally be resolved and I won't have to make call number 29 to this shambles of a company. How I miss Thames Water!