"I am with ses water I pay all of my…"

I am with ses water I pay all of my bills and still they keep sending me letter to pay what terrible company I I could I would give zero star I Keep calling them still no answer

"Mental health at an all time low thanks to SES.."

Have had the worst experience ever with SES, it's really affected my mental health. I wrote an email to SES in April 2022 advising my income had not changed in response to correspondence asking me to update. I also updated that I was now divorced and could they remove ex husband off the bill. Next thing I know for this year's billing I have an updated bill claiming back the low income portion of last years bills whilst charging me full price for new bill so suddenly taking over £100 per month from my account! I told them I sent email updating them. They claimed several times to never receive the email despite them actioning it as they removed my ex husband off the bill.. I gave them the date the email was sent and eventually they acknowledged they did actually receive the email but still charged me as if I was above the income threshold. They said I didn't send proof of still being low income. I said they didn't ask for further support at any point. From the email I sent confirming I was still low income they should've at that point asked me for proof to continue on the scheme but they didn't. That's their error not mine but I'm being penalised and being charged over £100pm now! It's ridiculous. How can you half action an email and deny you received it and then not rectify accordingly. Advised on the phone back in May I could show proof with tax returns my income had not changed. Was told no good as that should've happened before so can't do anything about last year's bills or this years until proof of income... well why didn't you ask for it before when I first applied or at any other time since. You just decided to remove me off the support scheme without requesting proof of income!! I've now been told fill in the form and you can get it moving forwards but won't back date their error!! Why am I being charged extra for SES errors!! It's ludicrous and I'm at the end of my rope mentally with this. I've done nothing wrong. SES don't care how this affects people's mental health so long as they get their money and over charge you.

"We needed new panels for our boiler…"

We needed new panels for our boiler case. Pedro, the engineer, noticed that the new, replacement panel was broken so he contacted the Leatherhead office. No luck so he went out of his way to drive over to Woking. He took the trouble to check that the panels were in tact and could not have done more to give a professional impression of your company. A keeper!

"SES Water made an agreement to pay off…"

SES Water made an agreement to pay off a bill over a period which I adhered to completely. They then sold my data, long before the end of the agreed payment plan to a bottom-feeder debt collector. Sharing my personal DATA completely without my permission. And continued to take money on the payment plan whilst demanding it also via this debt collector. I would stress I have missed no payments at all. The customer service team just talk and follow nothing up, it's disgusting. I am in the process of contacting OFWAT and the ICO. I have never failed to respond to them, I am at the end of the phone, if they needed more money they could have called me. I am absolutely disgusted at there underhand and borderline immoral and illegal behaviour. This has caused me a great deal of distress. It would be great if I could use another company but its a captive market and they think they can do what they want. Even if you have things in writing they don't honour their statements. DO NOT TRUST ANYTHING THEY SAY OR WRITE

"Non existent customer service"

I had to give a rating of 1 as 0 was not available. I am hoping that as per the other 1 star review it may evoke a response from the company who I have been contacting for over three months to resolve my situation, with amongst others, false promises every time of calls back, misinformation recorded on my account. You cannot speak to a manager or escalate the problem to anyone senior; their Head of Customer Care does not accept calls! The billing department apparently have a long response time - they sure do.

"Phone enquiry answered quickly and with…"

Phone enquiry answered quickly and with intelligence.
Kind, helpful and efficient staff.
My only grouse is the low water pressure in my area.

"the absolute worst company i have ever…"

the absolute worst company i have ever dealt with. appeared from nowhere after covid saying we owed them over £1,600 in water charges that needed paying immediately.

we asked for a payment plan and they refused, they then proceeded to send us solicitors letters and debt collecting letters without even speaking to us.

we paid the bill and were told that we would be on a £60/month direct debit, this happened twice before we got another bill for over £600 that again, needed to be paid immediately.

absolute zero customer service.

"Not a professional company received…"

Not a professional company received calls from them which I was convinced was from scammers but it was them. Maybe the Scammers out there could give them some customer training.

Payments website is the worst application I have ever seen is like something developed in the 90's has just charged me 3 times (Gets Server 500 Error) for an £3.01 apparent outstanding bill.

Will chase them to the end of time now for a refund and thankfully are no longer with this lot!!

"Complete incompetence"

Complete incompetence.
After being with them for 5 years I moved into a new build property and was the first person to live there. I was told I owed £70 that was already on the bill and then almost £500 for something else, of which nobody at this company can explain. The woman I spoke to on the phone says she'd email me an itemized billing as to why from may 2022 to October 2022 the water bill amassed to almost £500. This did not happen and has still not happened more than a week later. Their complaints department are no better, it takes 10 working days, yes, two weeks for them to respond. Having this linger over us is causing unwarranted stress yet no one is available to explain.
Probably the worst run service company I've ever come across.

"The worst utility company I have ever dealt with"

This water utility company is utterly incompetent. I have had the misery of five interactions with them to sort out a simple problem, but several months later, I am still receiving incorrect bills.
• Briefly, in August We received a bill that was hugely over the usual amount.(£234, rather than around £150). At first, I thought we may have a leak!
•I contacted them and they arranged to have the water meter re-read. I examined the meter myself and discovered that it was filled with caked on sand and mud, and had never been read. I cleaned it, and photographed the meter face to reveal an actual consumption of around £160.
•Their meter reader concurred with this. The bill should have been £159.96. A call to them confirmed this and we spoke to J...... We spoke to her on three separate occasions.
•We eventually received a statement showing both the original incorrect amount PLUS the correct amount. Now the problem was even worse.
• We called again, and again speaking to both J, and L.
The customer service team (are always friendly, kind and attempt to be as helpful as they can) BUT, the problem that they have is that when they raise this problem with the accounts team, the complaint eventually gets closed down even though the problem has not been addressed.
• I eventually wrote a brief outline of the problem to the CEO of SES, and did not even receive a reply.
This morning, someone rang me randomly fro SES to say that the bill has been reduced to £89 (approx).
• This is still wrong.
I have paid the portion of the bill that IS correct, and owe SES zero. Despite this, still no corrected bill.

Mr Iain Cain (CEO) is a complete letdown. What a way to run a company!

A truly shockingly bad company.