Essex and Suffolk Water Reviews 210

Great response from ESW when I couldn’t find the stopcock in my drive. Operator came out same day late evening and found it. He was a lovely chap so courteous and helpful. Full marks to ESW

Returned from holiday to find pavement outside house dug up and broadband cables being laid. My wife asked them to be careful as they were close to water meter cover, should not have bothered . broke it into 4 bits. Phoned ESW at 10am to report it, man had repaired it by 1pm. Thats what you call service!

I had an issue with water pressure in my house. Essex and suffolk water booked in for an engineer visit. Engineer named Tom was very helpful in investigating the issue and raising a ticket to get the mains stop cock replaced. I had an issue soon after and ended up with no water supply. Another engineer, Daniel, who was around inspecting the leak came around and spent a good amount of time investigating the issue and getting the team on a priority basis to look into the matter. The issue was resolved in a couple of hours. Quick thinking and very responsive engineers. Great job!

I wish I could give more than 5 stars.
I moved into my house 6 months ago and noticed that every water bill I receive is estimated. I decided to find my meter and give an up to date reading.
Unfortunately I couldn't find the meter where it was supposed to be. I phoned E&S Water but the automated voice gave a ridiculous waiting time so I hung up.
After searching around on their website I found a facility for sending the company a message, which I did. I received an automated email reply advising that replies could take up to 10 days. To be honest I thought that I may not hear anything back.
Today, 7th October, about a week after sending the message, I received an email advising that an engineer would call within the next 4 weeks.
I couldn't believe it when, 5 hours later - yes the same day, an engineer knocked on my door. He had cleared away the gravel from the lane outside my property. He showed me the meter, took an up to date reading, covered up the meter with gravel and even gave me a card where he had drawn a little sketch showing where my meter is.
It is easy to get annoyed when it takes so long to speak to someone on the phone, as I often do, but I take it all back when the service given is as outstanding as this experience has been.
E&S Water, thank you for such first class service and please give your engineer my thanks, he was very helpful.

Threatened to have the £11.00 monthly bill recovered even thou my account is £43.54 in credit please sort it out Essex and Suffolk water 😡😡😡😡😡😡

Took an hour and 10 minutes to have my call answered. Unacceptable in anyone's view I would think!

Wish it could be a 10! We are elderly serious health issues . On Saturday night we had a burst main in West Horndon and lost our water. Within an hour (remember bank holiday) Sam was with us after an hour and a half he said it was a big job as we had lower pressure than we should do will get a team within an hour and a half. We are all elderly so asked them to come back Sunday they were here from 7 - 11. All polite friendly couldnt fault them superb customer service I’ve had texts from Darren an all back to normal with no mess. Senior managers your Brentwood team work load up 300% but still they smile and are polite.

I have suffered from depression since October 2020, when my daughter was taken from me when her Mum moved out as she was now in a new relationship. Since then I encountered difficulties with costs, my ex not paying her share of mortgage for 7 1/2 months, the Child Maintenance Service taking more monies than they were entitled from my salary and refusing to pay back, Chelmsford County Court holding hearing and making decisions in my absence when they did not have jurisdiction, my Mum being diagnosed with cancer in August 2021, her health rapidly deteriorating in October, and sadly passing away in November, with her funeral in December 2021.
I got myself confused with water payments, and in December received a court order relating to payment outstanding to NS Water. I responded immediately, apologised and proposed a repayment plan.
I was contacted on 7/1/22 and agreed to pay full balance on 20/1/22, which I did.
The lady I spoke to, Carol, was very nice and empathetic, given my circumstances, and said she would speak to her manager about removing the default. I never heard back, despite her taking my email address.
I made a further payment on 20/6/22, and moved out of my property on 4/7/22, ahead of sale on 18/7/22.
Having not heard anything about default notice, I contacted NS Water, as my ability to get a mortgage or indeed rent has been impacted by this default notice.
Today, some 7 1/2 months later I received a reply from Claire in their customer care team. She claims to have listened to the call on 7/1/22, yet refers to non-existent conversations last year. She also claims I only agreed to pay the outstanding monies if they removed solicitor fee. This is an absolute lie - Carol offered to waive it, I said that was not necessary as fault was mine.
Claire then said they won't remove it as they had followed the correct process and it wouldnt be fair on other customers in similar situations. The following of their process for registering the default was never in dispute - Carol offered to talk to her manager due to my personal circumstances.
If my personal circumstances don't warrant consideration, say so, don't lie about it. More importantly, don't offer to speak to your manager about removing it when you don't take personal circumstances into consideration.
To cap off Claire's very insensitive response, she advised they owe me £200 and wanted my address so they can send me a cheque. Firstly, I don't have a fixed abode, and secondly, I didn't pay them via cheque, so I don't want a cheque in response. They've had my monies for 2 months - transfer it back to me immediately.
Finally, I don't think for a minute other people's situations are better than mine, and I have no doubt many are far worse. My message to NS Water is don't pretend you care, then when you get your money, stick two fingers up to your customers. I wouldn't wish my personal experience on anyone, but more importantly, I wouldn't want you being treated by NS Water in the same way.

been a water leak near me a whole week now, running down road like a stream,
its reported on their website but the live chat doesnt work so presuming theyre not looking at reported leaks eiter.
so id give better marks but given the ignorance of saving water.
not all that impressed.

Excellent service from Matt Jones and Sally Bennett from the Basildon Team, helpful, efficient, and professional! Fab service provided.

After my water hardness level, phone was answered quickly and promptly information given in all form that l may require excellent service Thank you

Very helpful, polite and on time, 10/10

I cannot praise E&S Water enough for their prompt attention to a leak outside our house,they were there in just over an hour. We are all suffering with water shortage during this drought period..Well done.

The officer that came to my house was very pleasant and explained things excellently.

Very helpful person (Assie man didn't get his name ) sorted my problem out very quickly thanks mate !

Absolutely wonderful service, I really cannot fault it. I knew when they they arriving, they were polite and told me exactly what was going on. I’ve had a few trades people in my home over the the last few months and these by far were the best x

There was a leak in my road .. I got a message saying there maybe interruptions to my supply and all updates I would get and true to word they did and my water was only of for a very short time dealt with extremely quickly so well done guys @gals and Thankyou for your hard work so this is a lesson essex water keep your staff on and pay them well as there’s an old saying you need to feed a donkey to work 😁 Mary .. Essex

I had to telephone ESW to request help for my mum. I was able to speak to a phone operative in 10 minutes. The operative was polite, he listened, no ifs or buts and was extremely helpful and understanding. An engineer was despatched immediately and was at my mums premises in just 45 minutes. The engineer was also very polite and helpful. The whole experience was extremely efficient. Thank you ESW

Good experience with Essex and Suffolk water