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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.

Problem with leaking internal water meter...
Saturday 30th November at 1pm - Called to report the issue and was dealt with very efficiently by Tom, who booked a call to fix.
2 hours later, a lovely gentleman called Andy Kew, inspected the issue, installed a new meter outside and put in a call for a plumber to fix the internal leak and remove the old meter.
Hhe plumber came within 2 hours and resolved the problem.
Amazing service. BIG thanks to Andy Kew, especially, for getting us leak free!

Cambridge Water dug up my drive today. They didn't ask me, they didn't tell me. They said my neighbour had given them permission.
When I rang Cambridge Water they said they COULDN'T put me through to complaints...because they only have a complaints line for billing. Not for anything else. So they refused to continue my call. When I rang again, same issue, they put me on hold saying they 'couldn't find a number' for this particular complaint. Then left me on hold and didn't come back.

And to think...people complain about the water companies. Can't think why.

So now...I can never know if they will dig up my drive again because someone else might give them permission. And they have no complaints procedure to pursue it. Such a well run firm.

Horrendously ineffective.

Bills suddenly being sent x 6 higher than they originally requested. Even though THEY set the monthly amount

Customer service cal centre lines just advising due to an emergency lines are closed.

Finally getting someone (on instagram of all places!) Who promised to put the account on hold. But the bill coming out anyway!

About to report these crooks to whichever body is supposed to regulate them.

After 52 minutes of wating on the phone, I gave up. This is appalling service. If they want the payment they can wait for it!

Pray that Cambridge Water does not happen to you. Couldn’t locate external stop cock after more than 2 visits. Had to contact previous home owner after almost 20 years to find the cock. Cambridge Water will not update the cock to a boundary box to assist with underfloor leak tracing, told me the external cock is a “private issue”. The company while installing a new external cock cut the broadband cable to my house and never told me or apologise about it.

Scum of the highest level.
At least Dick Turpin wore a mask!

On two occasions in the past I've had to call them to change billing details and they have sorted it quickly and pleasantly, including last week pushing the direct debit back by a month to make sure there was no problem with the switch over. There's a fairly lengthy wait on the phone before you get through to them, but then when they answer it's all sorted quickly.

Non existent customer service. Very difficult to contact. Constantly told they will sort things out, they never do. Even when someone did finally turn up to read my meter, they managed to lose the reading. The worst water company I've known.

I had a credit on the account of £600. After 6 months of emails and phone calls and a complaint to the Water Regualtor they eventually refunded approximately half of it. There is no accountablity and they have a monopoly as such customer service is not something they need to worry about. Its a shame when when you want revenge on a big corporate but there is little I can do. They offered £25 compensation, what an insult. I am selling my house and moving abroad so that might be an opportuniy to stiff them back with an big outstanding bill.....they will never find me where I am going.

Shocking Service!! I waited about 15minutes on the phone to then be told they couldn't hear the number i was giving! I patiently repeated it but they just kept saying ‘i’m sorry, i’m getting a blank!’ Disgraceful!!! And of course they haven’t rung back! If you go on-line blank pages come up. How are we supposed to communicate? Registered letter??

Would of left a zero star if it were possible. My bill has suddenly gone up to 41.00 a month. I live on my own so phoned to query this. I was told that the bill was estimated. I requested my meter was read and was assured this would happen within the next 7 days. Of course this hasn't happened. Although the march bill arrived yesterday, which I hadn't received. My son managed to take a meter reading and the estimated reading is 115 more units than I have used. Cancelling my direct debit. Can't see any other way of getting this dealt with

In times when water companies are receiving some bad press I am pleased to say that Cambridge water, in particular their employees Joanne in the office, Andy as the on call customer liaison and Matt, Owen and David from the emergency team. All provided a fantastic response to my problem of a leak under my property. Andy in particular couldn't have done more and the excavation team led by Matt were brilliant in locating the main and stop cock. My thanks to all of them during a stressful time.

I repeatedly requested a meter reading from 2021 as i had not had one since 2019. I was assured each time this was booked and would be done. Nothing was done despite 4 requests over a year. I gave up, and then was told a new meter was to be installed in 2023 and they would read it then. Well i have just had my bill and the only reading they did was on my new meter so I still dont know what my actual consumption on my old meter was. They have estimated my bill again. I have checked the new meter and my usage is half their estimate. It makes me wonder how inaccurate my previous bills have been. Very very poor service

Cambridge Water decided to increase my direct debit by 300% - no text, no email, no letter. Only discovered by chance by logging onto my bank's website. As they obviously can't be trusted to handle direct debits honestly & responsibly I cancelled it - I eventually got through by phone & said I would pay bills in future when they became due. I was originally told I was £71 in credit the their website showed I owed £343.47 - I paid this on on 18 April to clear any arrears & was promised a full bill showing how I came to owe this amount. Nothing received. Phoned them today & asked again for receipt and bill details - instead received another bill for £95.89. No explanation about how I used this in less than a month or any bill details.

Utterly, utterly useless company. Easily the worst I've ever dealt with in any sphere. I'm not paying them any more money until they explain how I'm supposed to have run up such arrears. They can take me to court if they want, I'll happily go there and tell them how execrable this shambles of a company is.

Should have received my 6 monthly bill in March not received to date, attempted to use their website to view bill as I was hoping they may have read my meter (which on passed performance is unlikely ) couldn't get into their website.
Spent 35 minutes on the phone being told that my call was very important to them , gave up after that.

A business that does not collected it's revenue must have appalling management

This company is totally inefficient. They did not give a March bill but took payment, trying to get a copy has been impossible, copy not available on my app or web ac, they said they would post a copy on 10th April, did not arrive. They have reset my app 3 times still no March bill. They phoned me and then cut me off, I am now on the phone to them, on hold so far for 43mins
absolute nightmare company

Stuck on hold for 1.5 hours.

Been quoted £85 a month when Anglian water told me on the phone in the same week that they estimate that £25 a month would be too much.

Trying to set up a direct debit online and website never works.

Painful, so painful.

This company is an absolute nightmare they send you messages for large sums of money, but can't show you how the arrived at that figure. There is no way of replying other than phoning them, which takes hours to get through. If you get through they resolve nothing. Told them I had a stroke and couldn't pay as I was out of work they suspended payment for a month, this was their idea of help. I went on a meter over a year ago only to find that my bill went up every month. Asked them how they read the meter as I can't put readings in online. They tell me someone drives by and reads it. I said I didn't ask for a smart meter I asked for a meter as it should work out cheaper and I can put my own readings in, this way I know it's right. In short nothing was resolved I don't get a bill so can't see if the meter was read and can't put a reading in, and they just keep sending me bigger bills and expecting me to pay them without question. I want a bill that shows how much water I've used and how much I'm being charged, is it too much to ask . I can't afford to get stressed, but these people will give me a heart attack

I keep getting letter saying please sign up for Homeserve insurance, Get a letter evey 2 months. I have no idea what the customer service is like as I have been on hold now for 2 hours!!!!!

If I am waiting this long I am going to ask what the company will be doing with my stolen bank details. I was offered a service for a year but what happens after this first year. We lost your details and we do not care seems to be the cambridge water way!!!!!