"I had a water leak"

I had a water leak. SES water came in the morning and discovered a blocked sewer.
Thames water arrived early afternoon and fixed it. All in a few hours.

"SES WATER Where the DRIPS work"

This has to be the most ridiculous situation I have ever come across!
I have just moved house, a representative of SES Water informed me that I needed to take a water meter reading on the day we moved out, that is exactly what I did. I have just called SES to give my last meter reading, oh and I didn't pass the security questions!! Those questions were 'What is the name on the account?' I guess I ought to know that, right!
Then the second question: 'What's the address of the account? Well, having lived at the address for 21 years and reading the address of the last bill, I must have got that right.
However, the representative told me, " I can no longer discuss this with you as you haven't passed the security questions". I told the representative, "I'm reading it off the bill...my answers must be correct, what question did I get wrong?" " I can't tell you thast you must call back when you have the correct information".
I then lost the plot and ended the call.
So, I cannot give the final meter reading for the address I have lived at for 21 years because, apparently I don't know my own name or the address I've lived at for 21 years!!
Well SES Water please don't try to bill me for any usage as you won't get payment...WHY? because according to you I don't exist!

"Great school trip"

Very informative with a range of activities to keep the children motivated. The adults were all knowledgeable and had a great rapport with the children. Overall a great experience. There was good feedback from the children

"I have never been a customer of SES yet…"

I have never been a customer of SES yet they are chasing me for a debt from previous tenants. They say they have been sending bills to my address - they have not! DFespite me asking on multiple occasions for the outstanding bills so that i can review they will not share (they say they will on the phone but they never arrive). I have shared all of my up-to-date contact details... does anyone have any experience with this company in court? If so it'd be great to hear from you. You can't reply here but i'm easily contactable through my business (Must & Lees Wine Merchant)

"Left an appalling mess after repairs…"

Left an appalling mess after repairs thick cement everywhere over cars and pavements clearly the area they fix isnt of importance to SES
Update to the reply:
I have already "reached out" when I called the ses telephone customer support line and also emailed you.
All I received was : could take up to 10 days.
This is not only a dangerous spill of significant cement from your works but a health hazard to families with young children and older persons.
You should be ashamed to leave this mess.

"Had a horrible experience this morning…"

Had a horrible experience this morning with a boy with a funny accent called Daniel. Very patronising and sarcastic over the phone, didn’t want to listen to anything I had to say and was just clueless! Once passed over to the manager I was able to have my issue resolved.

"Reported a leak in garden beginning of…"

Reported a leak in garden beginning of last week to be told not there problem sent email with pictures not heard a word losing 1000s lurkers of fresh water a day and not there problem great work SES don’t mind taking out money

"Well pitched"

Well pitched, informative and fun - everything science teaching should be.

"This company is a joke - good luck to everyone having to deal with their non existent customer service "

This company is a joke. I cannot get my head around the fact that they are in business. Reading other reviews going back 4 years people are still experiencing the exact same issues.

Is there a point writing this review? Probably not! People wrote the same things 4 years ago and I am experiencing the same 4 years later so will anything change or improve! Of course not!

This review will be ignored equally as other’s was 4 years ago!

They pay people “ to assist customers “ who don’t do anything but lie to you, make false claims, they say they did what you asked, corrected their own error, etc and when you call next they claim there is nothing on your account. So your 5 calls spending 30min to 1 hr on the call with them was COMPLETELY POINTLESS. The next time you call your name won’t even be on the account so they REFUSE TO SPEAK TO YOU, but!!!! They are very happy to have your email address on the account (which is your name) or your phone number that you called from and they can see or your bank details and name on bank account is also yours but you are not the account holder! They said send an email from the email address, and when I did 10 days later I got a response that they can’t reply to me because I am not the account holder - the email address that is registered on my account! How else can I describe this other than a JOKE??? This company is a joke!
There is also a concern around overcharging- I was issued 4 bills as my closing bill at my previous property. They ignored my final readings and they instead estimated. Then after 5 calls I managed someone to press Save after amending details on my account and got a new bill ( with my final readings which was less than the estimated - charging me even more!). - the concern is real!

I called and someone told me if I don’t pay the bill ( incorrect with estimated readings) my credit rating will be affected. Instead of offering correction and sorting their error ignoring my final submitted readings I was threatened! I have never been asked by any company to PAY AN INCORRECT BILL OR ELSE MY CREDIT RATING WILL SUFFER!!!!!!!!!!!!! ( and this person even lied about his name because he knew I will make a complaint).

Unfortunately we don’t have an option to just dump this awful company and get water from elsewhere and this is why things are happening this way and nothing will ever improve.

I made a final call today and spoke to an English girl who finally sorted everything. I cannot believe how you can speak to several people ( all were male and with Indian accent) who didn’t do anything, made up things, refused to send someone to take my opening readings to start with as my meter is under the main road and I cannot access it. How on earth can this feel like that every 3rd of 4th call is answered by a real customer service agent and the rest are just scammers?? I think calls should be monitored and those who are there to pass time without doing any work should be fired.

Took me 3 weeks of back and forth calls to sort my old and new account just to complete a move out and move in request that should have been able to completer on the website without having to call at all if any of my submitted details weren’t completely disregarded.

"Totally Incompetent Water Company"

Further Update 18 09 24
I have received another shocking bill from SES asking for even more money £70 per month for five months this time: £350. This is after I have payed £490 and received a credit of £40 which totals £530, surely this amount is enough to:
1. Pay off x5 missed payments of £25.16 due to SES cancelling my Direct Debit.
2. A water leak which was for only x1 month.
3. Continued payments up to Sept this year 2024.

£490 (already paid)+£350 (to pay) = £840
My bill used to be £301.92 per year approximately, how come it has jumped to £840

There seems to be something seriously wrong with the calculations.
Also the water is so chalky, it leaves a film of white powder on everything and ruins the bathroom fittings.

I live in a small house we don't use a lot of water.
It seems Pennon acquired SES water last year, they are the owners of South West Water, one of the UK utility firms fined for illegal sewage dumping in the previous year. It's all gone down hill since they took over and they are trying to scam customers out of money.
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New update 26/04/24 16:30 pm, got through to someone at SES, they have no record of the SES person that came to check for a leak 23 04 24 and took a meter reading. They will now send another person on the 1st of May to take a reading and then another on the 16th of May to take another reading so they can be sure I am not using water the equivalent of 8 people living in my house. The reading they took this week and the other in March will not suffice for some reason, I'd like to know why, however the person on the call had some bizarre round the houses answer that made no sense, if fact many of the people I speak to at SES make non sense, what training are they given??? What on earth is going on with this company, they have no record of things and staff do not seem to know how to answer questions.


Latest update 26/04/24 SES came round to check the water meter and they have made a mistake. I am not currently using x8 peoples worth of water a day. I have tried to call them and get asked a selection to be put through to and it says lines are busy and it cuts me off line goes dead. This company is a joke. Please SES can you update my bill as I cannot get through to you!!!!!!

Summary:

1. Staff are blaming customers for not paying their direct debits and saying you need to renew your direct debit? When in fact it’s a clerical error on their part.
2. The water bill has clerical errors saying the next payment is £0.00 and will come out in the year 2999.
3. The complaints email address is bouncing back
4. The phone lines are down today
5. It takes ages to speak to anyone and you are sent all round the houses
6. There are serious admin and technical issues going on at SES how can we trust that our bills are correct.

I received a shocking bill this month which I am discussing with the team for an outstanding balance of £654.54.82. The SES team are arranging for me to see if there is a leak(which will take 5 weeks) as this jump seems massive compared to what it was.

It was also brought to my attention when I called SES that I have missed payments and that it was up to me to renew my direct debits payments and that I should have kept an eye on things. I have checked my last bill from the 5th of Sept 2023 and it said the next amount to be taken out was £0.00 and on closer inspection it says the next payment will come out in the year 2999? I was made to feel stupid and that it's all my fault by the SES team, when in fact it is a clerical error.

A direct debit should be automatic? Why did I not receive anything to tell me I needed to make further payments until now? I have paid part of the outstanding amount today (£200), however it's all very confusing and it seems it's impossible trying to keep an eye on the bills when the information is incorrect. Also, the water meter is outside in the road, so how can I monitor things? This hasn't happened before so I'm not sure what's going on at SES also the whole process of contacting SES and sorting this out has been very time consuming and I would like some form of compensation as I feel the people that took the call have behaved disparagingly towards me making out it is my fault when it is not.