Southern Water Avis 

The customer service is an absolute joke! Called to make a payment and was sent an email to a very weird payment method through a link. I checked the name of that payment method and it is an online payment company based in Kuwait with 2 google reviews. Honestly, this is an absolute joke...

my single person discount wasn,t applied despite me sending my council tax bill proving that i get a single person discount on my council tax, they just removed it and issued me a bill for over £800 then when i sent my council tax bill for 2026/2027 they applied the discount,then because they generated a new bill they didn,t reinstate my monthly direct debit,they wanted two instalments of £270,so i had to ring them up to set up the direct debit again,they have caused me so much stress this company,i have only one wage coming in,this is daylight robbery what they charge for water.

very bad company to deal to, removed cause I forgot to confirm that I have disability for life!!! so my bill went £400 to £607!!!!!!!!!!!!!!!!!! If I'm disable for life, why you sent me a letter? to see if a miracle happens???

I would give this company zero stars if I could. They're not satisfied with polluting our seas and rivers and killing so much wildlife. They almost double their charges and give us a non functioning website out of the 1990s. Every time I went on to pay my bill on their rubbish website it said no payment required yet they were bombarding me with texts and emails telling me to pay and all the different ways in which I could pay. I eventually managed to pay the bill one week before its due date but it still doesn't show on their website which is still requesting the full bill. Is there anything this rip off company can do properly apart from paying your managers and shareholders billions upon billions for absolute failure? You make me sick! Bloody sort your website out! A student could do it better than you lot. Grrrr!

Yo don't care what the customer wright's in the reviews you put the water up last year and spent thousands on new vans that just sit on drive ways doing nothing raw sewage running down the road in margate done nothing for 3 days then used water to flush it away you didn't do anything to find the problem now you put the water up again to get bigger houses and better holidays bet only a fraction will go to getting work done the rest will go in your pocket

Honestly I've got to say probably the worst customer experience I've had with any supplier, multiple phone calls needed to resolve the issue, staff ill equipped to help or resolve the issue, staff unable to issue an email somewhat unbelievable in this time, threatening letters sent to a vulnerable pensioner, I don't expect to get a response given the other reviews, all in all unbelievable but if southern water do feel like they want to review my customer reference number is 00 22 92 0 590

Southern Water beggar belief. Not content with ramping up bills by extraordinary amounts they constantly hound me for payment when the bill is not even due until 1st April! If they think I am going to bankroll this bunch of thieves by paying any sooner than I have to then think again! .......... and you are fooling NO-ONE with all the adverts about the work you are doing - newsflash! we all know you are just lining your own pockets

Robot person texter offered to put me through to 'an agent', and I thought, "Wonderful!".... And then there was a flurry of messages saying not available / call back / opening hours etc .. do NOT offer something if you can't do it. NOT happy. Only trying to send a death certificate as I need to change to me paying the bills (nearly two years and it still bites you). Point I am making is robot-person shouldn't make suggestions they can't uphold - tell robot the opening hours.

I called to find out why our bill had increased so dramatically. I was told it was due to me having a credit??? That is the wrong use of the word so confusing. Basically I am on metered water but they did not take enough in my dd calculations for a whole year so added £249 onto my bill??? This still did not make the amount correct. I checked we were on the essentials package. Again they assured me I was. I now have a copy of my bill and I am not. Someone was supposed to call me back. they did when i could not pick up the phone. I called back but you cant be put through to them? They will call you three times and if you are busy and cant pick up they wont call back after that?

In February, I rang Southern Water to complain about increasing my water bill by 51% when I pay by water meter and just pay for my usage. I argued that I was actually paying for repairing their infrastructure which the agent didn’t seem to understand. I got nowhere with the agent and then on the 21st of March I received a threatening letter saying I haven’t paid my direct debit which I’ve paid for the last 28 years. I rang Santander today and they said Southern Water have cancelled the direct debit. This company is beyond belief and even though I’ve contacted my MP about them nothing‘s ever done.

Shockingly bad customer services. The first agent could not understand and get to the bottom of the issue I was experiencing and the impact it was having on me. A DD set up for each month....3months went by and I received an outstanding bill...but I pay by DD. Then I receive a letter asking for 1 missed payment!
The first Agent had no idea how to communicate and understand what questions I needed answers to, she just wanted and insisted on me completing a transaction!!!
Then she couldn't tell me the date id set up a DD and trace the call handler!
These were basic questions. I called back the following morning, a little progress as she we was able to trace the DD with dates and amounts!
And please dobt tell me it was the SYSTEMS ERROR!!!!!
Why wait 3 months to contact me.
Not to mention sending voicemails to "discuss my account!"... asking me to call back....but I didn't know who was calling and in this age of scammmers I was happy to just call them back ....who were they????!!....

My water bill has gone up from £514 in 2024 to £879 last year to £965 this year. Absolute disgrace. I laughed at the sentence "the change in your water bill will vary depending on the service you get from us". Service should be good overall not just in areas - idiots :(. They should have been delivering improvements years ago. Needless to say I will use my hose this year even with a ban as I have liquid gold water apparently :(

What an absolute shower, pardon the pun. You now need to give them your life history and full personal information before you can do anything. The entire phone system is designed to be as useless as possible, and you cannot even complain as they won't connect you or give you the number. The term "customer service" has totally dropped out of Southern Waters vocabulary. After over 30 years of dealing with this company they have utterly lost the plot.

Not wasting my time phoning as your staff do not understand English. Your robot is just as bad. So letting you know this way. I will make up the difference next month. Its only £15 i will be owing.

Southern water just tried to scam me out of £1700, they had set up a new account at my current address with the same name, but a different postcode, and they claimed that I hadn’t paid my water bills for the last 4 years. But I knew that I had paid every single bill to date, and that I didn’t owe them anything. Luckily I had kept all my invoices and receipts over the last 4 years at the same address, with a different customer number to their non paying account, so I could prove that they were in the wrong. They have now, after keeping me on the phone for 30 minutes, admitted their mistake and removed the £1700 bill & confirmed that I owe them nothing. They have been harassing me with phone calls and letters every day over the last week in trying to get me to pay this £1700. Total Scammers and fraudsters, watch out for them. It’s lucky I’m not a poor old confused person that didn’t know any better.

Disgraceful company ethic.
My account was in credit £534. I got in touch with them, for a refund
Call centre in India!
My request not on their script!!! But was told a refund would be generated in 21 days
A month later & more phone calls, nothing.
Today, They have now paid the credit to my water account not my bank as promised.
They said this is for future use!
Unbelievable. Wish I could dig a well & have nothing more to do with them.

Charged me for water i couldnt use. Over £80 for a month. Customer service is unhelpful. Dump untreated sewage into our sea and up our bills to pay their fines. Disgusting company

Reading these reviews I’m looking forward to not receiving a reply to my complaint last week, £608.48 for wastewater when previously we’ve paid around the £300 mark for water and waste!! What we not paying enough money for you to poison our waters and wildlife? Or is it a contribution towards Lawrence Gosden CEO bonus? Well until they Southern Water respond to me they’re not getting a penny from me!!

Unbelievable billing inefficiency. Told me my bank had cancelled monthly DD - untrue since Southern Water had not originated it properly following an increase. Then followed by 3 letters all inaccurate and out of date. Final one says account in credit but the balance needs immediate payment! Utter madness.

This company is the worst u have had to deal with. Want me to pay nearly 300 pounds for water every month in a house hold of 3 people, my children are in school and I am at work during the day. Who on earth is using the water? First received email then received a call, I disputed this and complained still not contacted by anyone, chased up today and was informed someone will call back and still nothing. Be very ashamed of yourselves, very poor customer service.