Southern Water Bewertungen 

I had another unexpected request for payment, equivalent for the period in question to five times my water usage, having been told I was up to date 5 months ago. My bills only appeared on the website when I started asking questions. In august 2025 I was £900 in credit, £359 of which appears unaccounted for. SW implied it was my fault because my direct debit wasn't working, though I've never had a DD with SW. The option to escalate the issue only takes me to instructions for finding a leak. The call centre staff are pleasant but cant really explain, telling me it's a catch up bill for the last 18 months. Now, confusion, frustration and anxiety about what to expect next are keeping me awake at night.

Appalling service from Southern Water. I am at stage 1 complaint level and was formally advised that all collections is on hold until 3/11/2026 whilst my case is being investigated. I also asked for all communications to be via emails as I am deaf. Despite this, I have continued to be harrassed for payment of the water bill as I have received an email, a letter and today a phone call all demanding payment. There is no communication between departments and no one reads my records that clearly states my communication needs.

This company is impossible to deal with. Irrespective you raise a complaint and that complaint is escalated to level 2 and you engage the Cousumer Council for Water, Southern Water ignores all attempts to engage and simply ploughs on with its uncontactable billing system. Offering a forever wait on hold telephone customer service line with operators with unintelligeable accents giving out incorrect email addresses for submission of water sure applications, and refusing to offer a nominated complaint handler and incorrect bills issued with no-reply email addresses it is impossible to deal with this incompetent, arrogant and obviously failing company. The sooner they are re-nationalised the better for all. Lobby your MP to demand this nonsense stops.

I recently sold my property and asked Southern water many times to provide an accurate meter reading as the meter was not visible or obvious, even when asking them for the location.

I've contacted them by 'phone many times and a over a month later there has been no contact from Southern water. I have now raised a complaint with the CCW and pursuing it via them. I still have a estimated bill that is wildly out of date.

Their whole firm seems shot to bits, what seem to be hopeless foreign call centres who don't really know what they are doing. Claiming there are going to be engineers and meter reading visits, only for none of these to materialise.

It's a failure of the system that we cannot choose a company to provide water and sewage services. We a lumbered with who we get. If you are in the area be on your guard with these guys.

Frequently dumping raw untreated sewage in thanet. Disgusting company where they pay executives huge bonuses while not fixing infrastructure.

One of the worst water companies in the US than increase their sewage charges to use by 54% last year. Pity we can't use another provider...

One whole year to fix one soil pipe. Not bad enough they dug on my property, abandoned the dig, never contacted me, utterly disgusting management that will be looking at big lawyers bills shortly😡

Probably the worst company I have ever had the misfortune to deal with . Deserve to have their licence removed. They left my vulnerable parents in law without heating or hot water for over a month in winter as we couldn't shut the water off as the idiots installed a water meter over the stophock and then didn't want to rectify the problem they created. Customer service was aggressive and unhelpful or just fobbed us off truly truly awful company

I have explained to Southern water that I am out of the uk till November and will pay then but they keep hassling me to pay . They give me a link which says request blocked so in fact they are stopping me from paying. After doubling my bill they can’t even sort out their payment system but no doubt it’s my fault. Shouldn’t be allowed to operate like this

I have had an email from yourselves, increasing my standing order by £31 a month ,I called and was told that's to make sure you charges are covered, then told my account will be in credit in your favour,I have spoken to you before about affording the payments,don't worry pay what you can afford,I'm on housing benefit,which covers nothing,and Southern Water don't seem to care, told there is another increase in the new year, but can't tell me how much.
Just another company with no thought about about pensioners.

Southern Water: An Unacceptable Level of Customer Service.

Southern Water is, quite honestly, one of the most poorly managed companies I have ever had the misfortune of dealing with. The level of customer service has been appalling, and their apparent inability to resolve even a relatively straightforward technical issue is beyond frustrating.

I moved into my home in November 2024 and set up an account with Southern Water shortly afterwards. Within a couple of months, I lost access to my online account and began receiving an error code whenever I tried to log in. Since then, I have called Southern Water more than 20 times, sent over 20 emails and contacted them via WhatsApp. Despite all these efforts, as of 16 October 2026, I still cannot access my account.

Throughout this time, my bills have continued to increase, with little to no explanation of the charges. For over a year and a half, I have been unable to access my account to properly review my bills and understand what I am being charged for.

I have lost count of the number of times I have been told to reset my password. I have probably done so over 100 times, despite this clearly not resolving the underlying issue. I even granted Jill access to my account so she could see for herself that the error occurred when attempting to log in. In May, I was assured that the technical team was working on a fix. I have also emailed the technical team directly on multiple occasions, yet received no meaningful response.

Perhaps the most infuriating part of this entire experience was finally receiving a response from the technical team, only for them to send me yet another password reset link. After months of repeated contact, countless password resets and clear evidence that the problem lies beyond a simple password issue, this response was frankly insulting. It demonstrated a complete lack of understanding of the problem and a disregard for the significant amount of time I have spent trying to resolve it.

The financial side of this situation has become equally concerning. I live with my partner, with no children in the household, yet our bills continue to rise without a clear explanation. I recently received a bill for over £1,000, which was genuinely shocking. I called Southern Water on Monday and was explicitly assured that the bill had been written off and corrected. Despite this, I have now received another email stating that the same amount, in excess of £1,000, remains outstanding.

How can a company expect customers to trust its billing when it cannot provide reliable access to their accounts, explain its charges or even follow through on assurances that a bill has been corrected?

This is no longer a minor technical inconvenience. It is a prolonged failure of customer service, communication and basic account management that has left me unable to properly monitor my water bills and with serious concerns about the accuracy of the amounts being charged.

I have given Southern Water more than enough time and opportunities to resolve this matter. I do not want another generic password reset link or another empty assurance that someone is looking into it. I want this issue properly investigated and resolved, a full and transparent breakdown of my charges, written confirmation of the status of the £1,000-plus bill, and an explanation of why this situation has been allowed to continue for nearly two years.

The amount of time and effort I have had to spend chasing Southern Water over an issue that should have been straightforward to resolve is completely unacceptable. Customers should not have to fight this hard simply to access their own accounts and understand their bills.

Should be ashamed of yourselves, utter shambles right now with so many leaks!

Any you still want to charge me through the roof...

Inconsiderate with no customer service. The noise from water repairs at 10.45 at night is making any chance of sleep impossible. No warning and no apology.

STILL NO CONTACT FROM SOUTHERN WATER REGARDING MY RECENT BILL !?
I TRIED TO PHONE SOUTHERN WATER RECENTLY AND WAS INFORMED THAT THERE WAS A 45 MINUTE WAITING TIME.......NOT GOOD ENOUGH !
I AM A VULNERABLE OLD AGE PENSIONER CUSTOMER OF SOUTHERN WATER, WHOM SUFFERS ALONG WITH CONSTANT SEVERE PAIN AND DISCOMFORT, I SUFFER SEVERE ANXIETY ISSUES. THESE ARE MOSTLY TRIGGERED WHEN I RECEIVE THREATENING LETTERS AND REMINDERS THAT MY WATER BILL IS DUE FOR PAYMENT WITHIN 7 DAYS FROM RECEIVING YOUR EMAIL ON THURSDAY 1ST OCTOBER 2026.......EVEN THOUGH I HAD NOT RECEIVED YOUR PAPER BILL !!!!!???
YOU SENT ME AN EMAIL ON 25/09 STATING THAT MY BILL WOULD BE WITH ME SHORTLY, BUT IT ONLY ARRIVED TODAY SATURDAY 3RD OCTOBER 2026 !!??
YOUR FOLLOW UP EMAIL WAS SENT TO ME ON THE 1ST OCTOBER 2026 STATING 'YOU SHOULD NOW HAVE RECEIVED YOUR WATER BILL' AND YOU HAVE 7 DAYS TO PAY !!!!!!!!!!! SO WHY DID YOU NOT CHECK WITH ME FIRST THAT I HAD RECEIVED IT BEFORE SENDING IT ??????????????????
TOTALLY OUT OF ORDER.....SHAMBOLIC INCOMPETENCE !!!!!!
THERE WAS NO PHONE CALL FROM YOU TO CHECK THAT I HAD RECEIVED MY BILL BEFORE YOU SENT ME THAT EMAIL, SO WHY IS THERE NO COMMUNICATION BETWEEN DEPARTMENTS OF SOUTHERN WATER AND THE CUSTOMER ??????????????????
YOU ARE TOTALLY OUT OF ORDER AGAIN SOUTHERN WATER TO TAKE ADVANTAGE OF A VULNERABLE O.A.P WHO SUFFERS EXTREME ANXIETY ISSUES, RESULTING IN CONSTANT PANIC ATTACKS !!!!!
YOU SHOULD BE TOTALLY ASHAMED OF YOURSELVES AS THIS IS 100% UNACCEPTABLE BEHAVIOUR !!!!
SHAMBOLIC NON-EXISTENT CUSTOMER SERVICE.....NO STAR RATING IS MORE APPLICABLE !

In 2025 we had tankers and traffic lights outside our driveway for 5 months pumping out the overflowing drains. This year they were back for another 2 months. The disruption, smell and noise were constant. We have complained on three separate occasions demanding compensation and clarity around what they are doing to rectify the situation. Each complaint has been closed without a satisfactory response. I have now suspended all payments to Southern Water pending resolution. I have been kept waiting for over 4 hours on WhatsApp and then disconnected because I didn't reply after 6 minutes (I was in a Teams Meeting!). Their customer service is awful. Claimed 'escalation' is simply moving you from one customers service agent to another. They then send me a Customer Newsletter crowing about replacing 8k of water main's in 18 months. That's less the 0.1% of what they are responsible for. No mention of the waste water issues. Furthermore they tried to overcharge me for the waste water element of our bill claiming this was to prevent us getting into arrears! Under normal circumstances Southern Water would be prosecuted as a rogue trader.

I received a call today from A southern water agent, Poorly trained and as aggressive as ever.

I had a previous direct debit in place and the submitted a card change request as my bank was closing, This request was sent 3 weeks before the direct debit was due to come out.

the direct debit that was set up bounced.. why? because southern water incompetent prats that they are decided to not even look at the request and action it.
This led to me getting called firstly by a contact center worker who said that the outstanding amount was for a missed month which i disputed because everything was paid up right until the moment they failed to update the bank details. so i made a outstanding payment to them and then it was fine.. all sorted and i told the guy to set up a direct debit on the 15th.

low and behold the direct debit auto declined and apparently and i get paperwork to that effect with a lady calling me up today demanding a £35 payment in November citing my usage had gone up.. ef that no it hasn't i use the same amount of water roughly a week on showers and washing because i have OCD and have to do things on certain days.

anyway after telling the agent to do one i set up a new direct debit myself online and look no £35 charge.. it wanted £16.

so.. whats going on at this shambles of a company that dumps waste everywhere then tries to get extra money out of me to pay for it.. scumbags.

After repeated calls ,emails and photos still no response to the 3 month fresh water leak on my street. Disgusting that this has been left untreated .

Awful company. 35 minutes waiting for the phone to be answered. Assistant tried to help and said they would phone back. They did not.

received letter stating an email address was on their website. No email address on their website.

Contacted using robot chat and robot gave a false email address

The absolute worst company to deal with. Exhausting and deeply stressful.
Southern Water is a total nightmare and has caused me endless annoyance. On top of an a duplicated account, I have been overbilled for the last 6 months, charging 3 times my usual rate.
Their customer service completely pretends to resolve issues. I have lost count of how many times I have contacted them, only to be given conflicting advice. They promise an issue is fixed, only for the exact same problem to come right back up again. Dealing with them is an endless, frustrating cycle of stress.

5 days ago they requested more info based on my TP review & I immediately supplied it so I hoped I would hear directly as weeks on I am getting nowhere but still nothing! Then I noticed everyone gets the same copy & paste response, as I said they don’t care.