Southern Water Omdömen 

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.

Really disappointing customer service. I started a live chat to sort out my enquiry and was left waiting with no replies. I had to message "Are you there?" and "Hello????" before anyone answered. When the agent finally came back, I was told they were "handling multiple chats at the moment". That's not my problem as a customer. If I'm going to be stuck on chat for hours and still not get my enquiry resolved, then the service isn't working. Customers shouldn't have to chase an agent just to get basic attention. Unprofessional and frustrating. I expected much better.

If I could have given Zero stars then I would have.
Their customer service is shocking, I phoned to ask a simple question, I was on hold for 25 minutes then was put through to , I can only assume was a call centre in India, but I could not understand a word she was saying, then she cut me off . Shame on you and your company

The lowest reviews I have ever seen for a company, and quite justified. I called their customer service line today and had to go through tortuous irrelevant recorded messages before getting connected to an agent, who sounded like they were in India or the Phillipines. I wanted simply to change the name on my mother's water account as she had died, and replace it with my name as I had been the bill payer for a considerable time. After 15 minutes of security questions and having to continually repeat myself, I got cut off just as the procedure was ending. I called back only to be told it was impossible to be reconnected to the same agent, so had to go through the entire procedure again. When finally finished, I checked the account only to discover my dead mother's name still as the main name, with me added as a secondary name. This level of customer service is like having dental work without anaesthetic whilst listening to Kier Starmer. A thousand curses upon this company.

We have had an email from Southern Water reminding us we are still in a water hose ban as the River Test water level is low. Yet, we reported a leak which is spilling 3 times our household usage ( of 4 people), and 6 weeks on they have done absolutely nothing about it..
Well, they have tried to put the blame onto us saying it’s on our property and yet after us digging up our garden and giving them firm proof it’s on their side they are still in no hurry to sort out the leak.
So, it appears our hose pipe ban is down to pure incompetence by Southern Water, not just because the river level is low!

I am extremely disappointed with the way Southern Water handled a leak at our property.

A leak was identified when our smart meter was installed in March 2026, but we were not made aware of the issue until August 2026. During this period, the leak continued and our water consumption was significantly higher than normal.

I find it extremely concerning that such an issue could be identified but that we were not made aware of it until several months later. Had we known in March, we could have taken steps to investigate and arrange the necessary repair much sooner, potentially avoiding months of excessive water usage and charges.

When I raised my concerns, I was advised that the responsibility for arranging the repair sits with us as tenants (landlord). I appreciate that responsibility for the physical repair may depend on where the leak is located, but the lack of timely communication is what I find particularly unacceptable.

I would strongly encourage Southern Water to review its communication procedures so that customers are notified promptly when a potential leak or significant issue is identified, rather than several months later. People’s financial circumstances and living situations can change considerably, and timely communication allows customers to take appropriate action.

I hope Southern Water takes this feedback seriously and considers improving its processes to prevent other customers experiencing the same situation.

Daylight robbery, stupidly expensive and we have no choice but to pay it.

Still no response from them. I think customer service has disappeared. No phone call. Looks like I will have to take the newspaper route.

Neighbours Water meter replaced 2 weeks ago, Southern water have left an awful mess of cement and mud outside my house. X3 phone calls have said it will be jetwashed - nothing happens and in the meantime it’s now trodden into my drive. I believe it’s Clancy that are supposed to be doing it !

If I could give a minus I would as from my last comment about southern water I can now see how we are over charged for our services ! It took 8-9 weeks to repair a small leak it started and ended by approximately 15 guys to do a 1 man job ! The actual job was done by 2 guys that came out first to dig a hole out side my house and never covered the hole properly ! Then another guy to come and have a look then 2 guys to repair a meter that was in the same place as the leak but never repaired the leak they said it was another job ? So a couple of days went by so I contacted them and they were under the impression that it’s all been done ! So yet another guy came out and had a look ! Then the same 2 guys who dug the hole repaired the leak ! Leaving barriers slung in my drive ! Then a couple of days later 1guy came and tarmac the hole ! Then 2 guys came and picked up the barriers ! Then another guy came and cleaned the mud and dirty water all over the drive badly and that’s how they left it .so now you know why we’re getting massive water bills and very poor service!!!!