South West Water Reviews 

Encourage customers to open online account.
Registration doesn’t work as wants put email address into user name and then says incorrect information.
Gave up.
Chris Turner-Robson

Initial contact with the leaks deartment was fine, but I had to go through hoops to get to someone. Now, having had to call in again, the service is non-existent; advised that I was first in the queue and should wait one minute, 30 minutes later I am still queuing

So it has taken this company months to complete what is a five minute job.

I have had to put up with lots of wrong information, being told that my drive would need to be dug up, and even people being really rude to me.

If this shower were a proper company with competition, they would not survive.

Today I have been on their WhatsApp chat for over four hours as they play ‘pass me from one person to another’.

I am keeping detailed notes on everything and saving the WhatsApp chats because I have every intention of taking them to Ofwat.

Shocking customer service over the WhatsApp chat. They take hours to respond with generic copy-paste messages (either that or they're just bots). Not helpful at all, they often go round in circles asking the same questions over and over. They use "technical difficulties" as an excuse, but these difficulties disappeared just in time for the "agent" to inform me that her shift is over and I will be put back in the queue (I had already waited 6 hours and was one step away from resolving my query). They also refused to provide a feedback form. I ended up ringing them and talking to a lovely customer service rep who sorted my query out within 10 mins.
I wish there was another supplier I could choose instead, but this is the only supplier in my area so I have no choice.

Once again we have to pay for your pathetic mistakes. Time many of you were fired.

These disgusting cretins have consistently delivered poor quality service to the area. Last year they received heavy fines for polluting our waters due to pure incompetence, and they've now put the bills up by an average of 45% to compensate for the billionaire owners loss. The CEO and all of the companies managers deserve jail time and a serious personal fine. Scum.

I see a lot of bad reviews on here, and I get that water prices have gone up, but I have to give SWW credit for being the only company that I have dealt with during my house move to make the switch extremely easy and hassle free. At a time of dealing with many people and firms, you have been by far and away the easiest and I have to thank you for that. Literally every other company has fallen short customer service wise, so cheers! Ben

Disgusting people disgusting service disgusting water I have got nothing good at all to say about self-west water you are disgraceful festival breaking the law by changing my water cycle for every three months to every six months without my saying so you will get reported for that it definitely will happen also customer services so-called saying that she will ring me back if we get cut off put me on hold and then gets cut off never bothered a ring back what a poor lousy service but like I say you will get reported for this I'm not taking no crap from you or anybody else change your ways or go out of business with any luck you will go out of business horrible company poor customer services as a previously said poor taste of water disgusting I drink bottle of water now ripping the customer off in future I will collect rain water from the Barrows and tip it in my toilet to clean it I've refused to use your so called service.

What a sham of a rip off company, while the fat cats reap the rewards with there bonuses, no wonder great britain is on its knees too much greed nowadays. they charged me £31.52 for water charges even though i used nothing,And another 33.00 fixed charge, i bet the shareholders are loving the fat bonuses whilst honest self employed businesses pay there lavish life style, what a joke of a company but all we can do is moan as they will still RIP US OFF B A S T A R D S

Greedy people, my weekly tariff was supposed to £31.78 but this greedy company have decided to raise it to £33.34 a week and expect me to be OK with it I never have any money at the end of the month as it is and now I am expected to just pay even more money that I don't have just because these people raise the tariff rate while i am still waiting for my weekly payment slips to arrive. DISGRACEFUL I never agreed to go paperless I paid of the debt I owed but somehow you expect me to be OK with you raising my tariff when I never even agreed to it being raised.

It’s disgusting that your company has profit over 700M/year for an essential service -water! It’s disgusting that takes me over 1hr to speak with someone! I would like explanation why you increase my direct debit 50% . When there are no changes in my household. The government needs to take over control!

So expensive for basic human need.

Regular leaks from there pipes and they expect us to pay for there laziness

Overcharged me for years and refused to compensate. Exploitative and inefficient so needs to be returned to public ownership do serves customers and not own interests

45 minutes waiting to speak to an advisor. Then her line was so poor she couldn't hear me and said she would phone back. It was definitely her line as I had just spoken to the receptionist who assured me there was only a 5 minute wait.

I tried the Whatsapp messaging service. I opened the chat at 10am and at 4.22pm there has still been no reply.

I tried ringing again. It took 40 minutes to get through. The advisor had so little access to my account and had so little knowledge about the system that it made the call pointless. And there was so much background noise it sounded like she was working from her kitchen.

Overcharging
I was paying £11.50 a month dues to previous overcharging. (Using me as a credit facility)
My new bill which arrived last week is £32.50. Nearly triple.
I rang them (Caroline was polite and helpful) We negotioated £24.00 a month. So they were trying to overcharge 35%. If this company hadn't historically paid so much out in dividends in the past (7-9%) it would have had the money to pay for improving their infrastructure. Now I am being overcharged to pay for it! And they are still using me as a credit facility.

No possible to contact.
Tried chat and WhatsApp, as no email option to notify of the house move. Now been waiting over an hour.
A monopolist that does not care about its customers or the environment.
Needs nationalising.

A monopoly which purports to care, it doesn’t. Water should be in public ownership. So having been knowingly overcharged once I keep a sharp eye out. New meter fitted, extremely hard to read and number of units on the removed meter not verified with me. A sum of money removed from my credit with them but no breakdown bill sent to me and but for 50p a month direct debit doubled. No explanation.

Just got my revised bill. Gone from £50 a month to £75. What a rip off!! Also stated that the reading was estimated. If it was then the person who read the meter over 2 weeks ago didn't send the reading to head office. No point in trying to complain as they don't answer their phones or make any effort to reply to letters.
Supposedly investing £2.5bn for improvements, the only improvements will be to bosses bank balances along with the shareholders. Time to nationalise and disband OFWAT.
Like many others if I could give minus star rating I would.

Impossible to contact!

I’ve been trying to contact them to add my partner to the account with no success

I’ve tried phoning to be told we are experiencing high call volumes- the standard response for years now by too many customers- if that’s the case get more staff!

Last attempt I was number 29 in the queue!

Tried the what’s app route to be told there are long waits, that they would message back as soon as a agent was free - 2hrs later I get a message and as soon as I start message I get that the agent is having technical issues and would get back to me asap - still waiting

I wonder how long it would take for them to contact me if I stopped paying my DD

Am new customer worse luck to this company, so been calling to say moved to area but every time called am on waiting list in the forties so hours wait to speak to someone, but I work so can't sit on phone while on a roof working.
Anyway tried what's app you have to speak to a robot so tried that but obviously the robot can't answer your questions. So not happy