Portsmouth Water Reviews 

I emailed them in a bit of a mess but the gentleman who helped me named Kyle made the process so much easier than I thought it would be right down to setting up a direct debit and making sure everything was right on my account so hopefully Kyle will see this or hear of this feed back as i am very pleased with the service i received from him 😀

spoke to fee a really lovely person, good with people and kind and helpful

they've also referred the case on to southern water, really helped, thank you!

ps date given is nominal cos not sure when rang now, might have been last month?

During the migration process,from the old to the new billing system, my telephone number, which was listed solely as an emergency contact number on my parents’ account, was transferred and recorded as the primary contact number on their account. This change was made without any notification, verification, or consent from either myself or my parents.

As a direct result of this error, my phone number was removed from my own account. When I later contacted Portsmouth Water under the new system, my phone number was automatically linked to my parents’ account. Consequently, I was provided with information relating to their account. This constitutes a clear data protection breach, as I was given access to personal and potentially sensitive information that I was not authorised to receive.

When I raised this issue with Portsmouth Water I was informed that emergency contact information was supposedly held separately from billing information. However, no explanation has been provided as to how my number was migrated incorrectly or why it was reassigned without validation. I am concern by the apparent absence of data validation checks during system migration, controls to flag when a telephone number is registered against multiple accounts, verification procedures to confirm the correct ownership and placement of contact details, audit trails explaining how and why this data alteration occurred

This situation indicates a significant failure in data governance and raises serious concerns regarding compliance with data protection principles, particularly accuracy, integrity, and confidentiality.

Noticed no water at 4 am, reported at 6.45 ish as two vulnerable adults living in our rural community of four terraced cottages. By 8.30 the water board had provided each of us with bottled water to see us through until the issue was resolved. By lunchtime all back on. Praise given for a speedy response as you don't realise how reliant on water we are until it's gone.

Portsmouth water can to our house today whilst we were at work to install a smart water meter (not requested and apparently not optional) in order to install it they turned off our water. All this happened unknown to us, when I returned home from work there was no water as they had forgotten to turn it back on and they had turned it too tight to do with normal household tools! Rang Portsmouth water they said they would send someone within two hours… 4 hours and no drink of water or cup of tea later and we’re still waiting even with phone calls with a promise of an imminent visit!!

Leaking internal water meter, reported the issue and was dealt with very efficiently. Young lad 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.

Had a problem with a seized mains water valve outside my property. I rang at 08.30 in the morning and was promptly put through to the right department. Spoke to a lovely lady called Christie, who appointed an engineer and told me they would be 20 mins. Ever the sceptic, I said thanks, put the phone down and settled down for a long wait. Would you believe it, 20 mins later an engineer (Dillon) turned up. He informed me that the valve would need to be replaced. Here we go i thought, how long is this going to take? 3 hours later another crew turned up to change the valve! All sorted in a few hours. I have to say, I was very impressed with not only the service provided by Portsmouth water, but also the proffesionalisum and friendly approach of ALL the staff I had the pleasure to come into contact with. Like most people, I pay my money every month and moan about it. Thanks PW, great job and great people, I for one, am not moaning anymore.

Phones answered very quickly and knowledgeable staff quickly sorted out my change of buy to let tenants.

Ease of paying bill online was ideal for me. Easy to use the website, quick payment and happy I was able to do it in my own time.

Once again after speaking with Suzie another amazing customer service experience.

Just to say how quick, efficient and cheerful .. yes! CHEERFUL the crew were who repaired the leak on our supply in Havant yesterday. Including digging a hole in the road it was all done in less than an hour. Thanks.

For the five years I have lived in Portsmouth I have needed to pay my annual water bill. The bill is due by 1st July. I have had trouble laying the bill each and every year. Their payment portal and website is rubbish and their customer service non-existant. I have been unable over five years to set up my account to function online. Each time there is a message saying there has been a problem. Please try again later. For five years! This year I have received multiple communications from them requesting payment, both electronic and by Royal Mail. Today a letter saying the bill is overdue which it is not. On 17th June my frustration at trying to pay them boiled over and I sent them an email. It was not entirely polite and read as follows:

“ I have tried multiple times to pay my bill and your **** ***** website using the email pop up keeps throwing me out. Utterly useless. This has consumed a lot of my scarce time and energy. I’m totally fed up and unwell to boot. Just exactly how do you expect me to pay?”

It is now four business days later and there is no response.

It is dishonest to say a bill is overdue before the due date.

If the managers of this company wasted less money on payment requests and sorted out their online payment portal I am sure their shareholders would heave a huge sigh of relief

How rewarding to find an organisation which solves problems effectively and quickly! I made an error paying my bill and sent an email. It was sorted within 24 hours. Thank you.

I've recently moved, and had been having a nightmare with call centres, until I called Portsmouth Water. The call was answered quickly, I spoke to a lovely, helpful man, who understood perfectly what I was saying and not only sorted everything out, actually volunteered helpful information to me. I was so amazed I actually checked my phone to see how long I'd been on the call, 3 minutes it had taken. So you see it can be done, you can get helpful people who understand you, and get dealt with quickly. So many take the time to complain, but once I recovered from the shock I felt that I had to review this, and hopefully it'll inspire other call centres.

Dealing with Portsmouth Water was a breath of fresh air, certainly one of the most efficient customer relations departments that I have dealt with for many years.

Portsmouth water have in the last year changed the way their water bill to its customer looks.
what you get now is the total of what you owe them,but no breakdown of how the bill was compiled.
In my case the total i owed them on the current bill figure was almost the same as the bill total on the the previous bill,except that on the current bill i had used substantially LESS water by 8 cubic metres than the previous bill.
Seemed a bit odd so i asked them for a breakdown of how the bill was compiled to see if a mistake had been made.
They said that this is the way all their bills will be from now on, but they were willing to send me a copy of how my bill was compiled, am now waiting for said information,BEFORE i pay the bill.
I would suggest to other portsmouth water customers that they do the same as i did which is ask for a breakdown of how the bill was compiled BEFORE paying the bill just in case Portsmouth water have made an error and to stop customers from being OVERCHARGED.

Keep proof you have paid your water bill if your with Portsmouth Water. They have been chasing Me for Junes payment which I paid in July by bank transfer. Email and you may get a reply 10 days later during which time they send you another letter for payment

Having previously emailed a complaint, today I telephoned Portsmouth Water to make further complaint regarding non response to my original complaint. I was on hold for an eternity prior to someone bothering to answer. After giving a whole host of answers for "data protection," one of which was my phone number. The guy couldn't help because he was working from home. Having had my phone number, he then proceded to ask my phone number for someone to call me. What is the point of working from home if, by the very nature of you being at home means you cannot deal with the issue.
This I can't go into the office needs to stop & if they don't want to go into the workplace, they can always be unemployed.
Meanwhile, I wait for someone who can be bothered to enter the workplace to phone me back. Needless to say nobody phoned.
Presumably the eternity on hold & working at home is Call of Duty - modern warfare & not work.

Extremely poor customer service, verging on laughable. Made a simple change to my account which took more than 3 months to get done. They have an SLA of responding within 5 working days but they don't work to that, it's more like 20 days and after you've chased them 3 times. The complaints procedure through Head Office is the same, they don't bother working to SLA's as customers have no choice but to use them. I still have an open complaint that they are again ignoring me on. Joke of a company!

I am extremely disappointed with the customer service provided by Portsmouth Water My recent experiences have been frustrating, to say the least.

The main issue is the excessively long waiting times on the phone. Every time I call, I am placed on hold for at least 20 minutes before I can speak to a representative. This is incredibly inconvenient and indicates either a severe lack of staffing or an inefficient call management system.

Moreover, when I finally got to speak to a representative, they cut me off half way through the call so i had to ring again and wait for another 20 minutes to try to pay my water bill.

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