Anglian Water Reviews 

I had a conversation with Shaun and he was very helpful and he explaining everything to me and make me to understand everything. The best costumer service I had ever. Well done

It was all straight forward to set up a monthly repayment plan

Was very quick response, very easy. Best experience

The customer service at Anglian Water is absolutely terrible. There are no real options to get proper support — their chatbot is useless, giving random, meaningless answers that have nothing to do with what you ask. It feels like it’s designed to push customers away rather than help them.

The WhatsApp service is even worse: you wait for more than an hour in the queue, and no one ever replies. It’s beyond frustrating and completely disrespectful to paying customers.

Because Anglian Water holds a monopoly in this area, they seem to have no interest in improving their service. It honestly feels like they’ve forgotten that customers are people, not just account numbers.

We were informed a couple of months ago that we have to change to a water meter,since then nothing,no information whats so ever,apart from when I have called,surely they have a right to inform customers what is happening and when,I have been told that I proberbly wont be billed until May,no definate answers and based on my last years usage an amount,this not a very efficiant service,I shouldn't have to contact them to see whats happening,it should be a policy to let paying customers know.

18 th of march blocked sewage between myself and my neighbour called Anglian water out they were here within 10 minutes if that was just luck as he was in the area his name was Jamie. He did a brilliant unblock us between myself and my neighbour who was polite tidied up. I left him on the property as I had to go to work, he locked Gates he tidied up he did more. Than was expected, well done Jamie you’re good at your job. You do deserve the review. Dawn

Always really helpful, thank you so much

This company has paid out £12.8b in dividends since 1989. It’s current debt gearing is 72% which puts it in the high risk range of default especially if, as expected, its capitalisation falls.

In February 2024 Anglian Water installed a smart meter. Ever since February 2024, my neighbour's heavy water usage has been registering to my water account, which I have been paying. I contacted Mark Thurston CEO at Anglian Water. He knows, I know which neighbour's water usage is registering to my water account, but it still continues.
If you believe your water usage has been crossed and you are paying for your neighbour's water usage, go to your online account.
1 Go to MY PROFILE then
2 MANAGE YOUR PERMISSION then
3 SMART METER PERMISSION then
4 TICK FOR HOURLY USAGE.
You will then be able to see the previous days hourly usage of water. Start to write down the time that you have used water, you will then be able to check if the amount of water usage is the water that you are using, or one of your neighbour's usage.
If you cannot get help, contact CEO Mark Thurston at Anglian Water. More people that complain, the sooner people will get their crossed water usage sorted. It is another Post Office do.

Absolutely horrible company who don't seem to know what they are doing with regards to billing. My water usage is double according to their smart meter to what it should be. I wrote number of emails and they respond but not willing to investigate. They now threaten me with legal action with an open complaint with them! I wish there was an alternative water company to use in the area, but sadly will just have to continue fighting them

I spoke with Shaun he answered me very kindly. Thank you!

Beware this company!
Anglian Water fit a smart meter to our water meter without asking.
6 months later our water bill was increased 430% from £40 per month to over £200!
When challenging the bill we were advised our account would be put on “hold”
What this actually means is they cancel your direct debit and treat the next bill as a missed payment.
The issue is on going, they have yet to offer to replace the meter or take any accountability for the issues.

Just endless issues with poor water pressure and no supply in our area (NN6). I'm sure the customer service is decent - they provide regular updates - but continuity of service is more important.

I have phoned to Anglian Water and they gave me 3 hr slot to make an appointment noone phoned me and phoned them 4 times and they gave me another 3 hrs for calling me back.

The person's name on the phone was Kia. There is leak in my property.

Sorted out issue very quickly

Great customer service sorted my issue very quickly

I am very unhappy with this company I would seriously like to leave too an another provider but unfortunately I can’t because of my area the online app keeps playing up all the time and I have to make an complaint 10 times but it’s never fixed so I’m leaving a bad review

I contacted Anglian Water about some issues with billing that was a major stress and I was fully helped by an agent named Evie, she went through everything clearly with me and sorted any issues I had

I am extremely frustrated with companies such as Anglian Water. They continue to increase their prices with little regard for customers who are already struggling to pay their bills. Since moving into our property, our monthly water charges have risen from £35 to nearly £100 over a six‑year period. These increases are largely attributed to infrastructure costs, yet customers should not be expected to cover the consequences of poor decisions, errors, or failures made by the company’s board. This practice feels unacceptable and unfair.

Anglian Water continues to demonstrate a level of ineptitude that would be astonishing if it weren’t so consistently repeated. Their handling of pipeline leaks is nothing short of shambolic. Issues that should be resolved promptly instead drag on for weeks—sometimes months—while customers are left dealing with the consequences of their inaction. The lack of urgency is palpable, and the communication around these failures is even worse.

For a company that charges some of the highest tariffs in the sector, the return on investment for customers is abysmal. You’d expect premium pricing to correlate with premium service, yet Anglian Water seems determined to prove the opposite. Their pricing structure feels increasingly detached from the quality of service delivered, raising serious questions about value, accountability, and priorities.

What truly compounds the frustration is the sheer disregard shown toward their customer base. Interactions with the company often leave you feeling dismissed rather than supported. Concerns are brushed aside, explanations are vague or contradictory, and any sense of responsibility is conspicuously absent. It’s difficult to avoid the impression that customer experience is an afterthought rather than a core obligation.

In an era where transparency and service standards should be improving, Anglian Water appears stuck in a cycle of complacency—overcharging, underperforming, and showing little respect for the people who fund their operations. Until they address these systemic issues, it’s hard to view them as anything other than a utility provider that has lost sight of its duty to the public and one that is in sole pursuit of profit and shareholder dividends.