Cambridge Water  Reviews 

I received an email from this Company demanding £228 for non payment. My bank confirmed all monthly payments had been made. After a long conversation with a helpful lady at CW, it seems that an error had been made and I owned nothing. Luckily my past experience meant I could deal with it, but how may pensioned get conned into payments that are not justified?

Used to be such a good local company many years ago but not any more since being taken over a number of times. They suddenly increase your direct debit by 50% despite having very little owed and the same amount of water being used over the last six years. Shame that customers of privatised water companies have no choice of supplier either.

If I could give no stars I would, most unhelpful customer service, you ask them to put notes on your account for you so you don't have to repeat yourself to every single staff members you speak to, they won't. I pay 2 times in a month for my water. I was randomly taken off my single person discount after a year and no one said ANYTHING I was made to believe water prices had increased. I had an insane leak in my bathroom and kitchen, I reported this numerous times and Cambridge water never assisted I had to call a private company. The leak as you would imagine put me in quite a bit of debt which I am still paying off. They never discounted me for the leak and all that water I had to pay for. Now because the 2 payments don't fall of their time I am continuously sent threatening letters and emails that I am being passed to a debt collectors. I spoke to the kindest women recently who explained to me that if I filled out another form and send off some information I would be added back to the discount and my outstanding balance would decrease. Instead of reviewing my form they continue to send me threatening letters and when I tried to explain once again they just talk over you, they honestly couldn't care less and long as they get their money, not bothered about how poor their service is or how nasty the water it. It's honestly no wonder some people don't pay their water at all and no surprise people suffer from mental health. Greedy, disgusting company. Cant even switch so stuck with them.

I phoned initially to ask about my bill.was told I got sent an ebill which I hadn't received. I then asked about a water saving device for my cistern as my tiolet is so old.i was told they dont do them(they do)and to get a plumber.i already had an email about their water saving devices but she insisted they dont do them and kept telling me I need a plumber. Im not sure what training this person had but I tried very patiently to explain you dont need a plumber to drop a bag in a cistern.i eventually gave up.very frustrating phone call but more worrying that she didn't know that they do supply water saving gadgets as I'd already received some the day before but not what I really needed

The reviews & star ratings speak volumes about this 3rd rate company, which is an absolute joke calling itself "excellent". I have been locked out of my account somehow & can't even reset the password due to a fault of the company. I have tried to email them but it comes back as "undelivered" every time. I am now going to make a formal complaint as I can't even switch to another supplier so I'm trapped with this useless company.

Hello all, I have been at my home, which I own since 2008. I changed my bank account and did everything myself online a couple of days ago. I just called in to check if everything had gone through and was met by the most unhelpful, impolite person I have ever spoken to! I found out that my account had been closed by an unknown person on 28th March 2026 saying they had moved into my home, and I had been "booted" out of my own account! Not only would they not help me to find out the name of this person, who doesn't live at my home, they said that due to Data Protection they couldn't help me. She didn't seem to understand the severity of this and them not checking with the homeowner that the information they have been provided with to close the account is real and the person is not lying. I couldn't believe it. Things have gone really crazy when a stranger can close a utility bill and the company, whom you've been a customer of since 2008, can't practice due diligence to check if the facts are true. I wished to move provider and have found out that I can't you have to stay with the provider in your region. I have to stay with this terrible service. It's a bad day at the office!

Had a problem with the meter, first it was showning zero, then started showing too much. Receved a bill for 1600 pounds, called the company, explained, got a quick refund. Many thanks.

I needed my meter replaced and I have nothing but praise

Outside meter stop tap not fully turning off at a vacant probate property I’m having to look after. E-mailed in the problem to CW and within ten minutes I had a reply from Louise at customer service to say the fault had been logged for attention. Next morning engineer called from the property to say he couldn’t do it but had reported it for attention. Same afternoon a CW team turned up, dug out and replaced the meter & tap and made good around it. From my experience I can’t fault the service

Direct debits just randomly stopped. When I finnaly worked out how to create an account ( my customer ref is 10 digits not 8 ) I found that they had a DD mandate and set up but had reset the value to 0! Keeping in mind I made a manual payment when I noticed this so didnt miss anything, they new price went from £33 to £60 for NO REASON!

Possibly the worst company i have ever dealt with, have never billed us sice moving in, 40 minute wait to talk to someone, all we want to do is pay them, yet they make it impossible, quite bizzare!

I cannot believe how my bill can rise a month from £33 to £92 this is absolutely criminal and this company are doing it to others to i thought i had got behind but it isnt its just their greed to rob people many have had their bulls go up by 3X same as I absolutely disgusting avoid them if you can

I'd give them no stars if possible. No water in my home since 7am this morning - reported massive leak pumping into road three houses down at 7am, 10am, 12pm, 2pm and finally 8pm this evening. Their website says no prob in area, Reported prob by phone, app, email and text, Put on Facebook and X and sent video of water pumping out. My dog desperately needs a drink and I live in the middle of nowhere. 20.15 Friday night and still no water,. Totally rubbish.

They are so incompetent and inept it's hard to know where to start!

I’ve been waiting a year for them to read my meter , I called last month and was told they are reading my meter in July, I have just received my yearly bill and guess what it’s estimated again. I am canceling the direct debit until they read my meter.

Recently ive found cambridge water difficult to understand , as disabled vulnerable customer they sent no comunication warning of water app ,usually i simply download free the app ,but with cambridge water app, i had problems ,confuseing it seem to want charge me for this app ,i still cant download this app,cambridge water look after yoir customers sort this out,disapointing customer service.
Looking at cambridge water reviews here nearly all poor 1 red *. Do they not care ?.has cambridge stafford water made mess of this app launch ,it doesnt seem they are contacting customers with support.

Terrible service they don't answer the phone been trying to get in touch with them for a while week just to get their email address complete joke of a company

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.