South Staffs Water Reviews 

I was billed over 400 for 12 days use. I sent a picture of the metre with reading. Have been trying to resolve this problem since september 23. They sent a person iut to check which metre joined to my property but wrote down the wrong serial number (there isn’t a metre with the number that the person wrote) December, I was assured that this would take 10 days to resolve. Customer service are polite when I call however, despite numerous calls and emails this still hasn’t been resolved.
It seems beyond unfair that these companies can get away with this.

Cant submit current meter reading. App has suddenly decided not to work any longer. Cant pay online as it says my customer reference number doesnt match my personal details when i try to create an account..YES THEY DO! I actually wanted to pay you more money as you have underestimated my bill so what do I doo now, I just know if I try and call you in will be a long convoluted process just to submit a reading, why do you makes peoples lives so difficult? I really wish you could just swap to another supplier like you can with other service providers but unfortunately im stuck with this shambles of a company

Water joke of a company.

I moved into a property in Jan/Feb 2022, attempted to set up a direct debit for all amenities as soon as possible, as you do. Initially, by phone call but I was too early as I'd receive my customer reference number in the mail at a later date. Eventually after about a month, I attempt to set it up via the SSW app.

Your app is awful and you need to do something about it.

This direct debit didn't stick, so I decided to get in contact again with the company via a 10-15 minute phone call that somehow registered a 60-70 minute call length on my phone. I gave all my details needed for direct debit as necessary AND WAS TOLD all is well and the direct debit is set up.

Around half way through 2023 I get a lovely phone call to tell me that I haven't been paying my direct debit. I informed the gentleman on the phone that it had been set up not once, but twice prior. Safe to say, they did not care and yet again I set up a direct debit.

This is the third time I had to set up a direct debit and it was for 3x-4x the amount that I had initially set up a direct debit for. The kicker was:

I had a letter from SSW to tell me that the direct debit was set up and would be paying a the initial smaller amount per month.

South Staffs Water person that reads these reviews please know that I am incredibly happy I will never have to deal with your company again when I move. I'm only sorry I paid you money in the first place.

When my grandmother moved into residential care, her direct debits were stopped and the water was turned off. This was in June of 2021. At the time of writing, January 2024, the company are still maintaining that she owes them £160. Each person on customer services gives you a different excuse and say you need to provide a different piece of evidence. I was told last June that the whole issue was finally resolved. At the end of December, we received a letter asking for evidence of when she moved into the care home. Two days later, another bill was sent. Yesterday, I received a text saying that I owe them £160. They obviously recorded my number from when I've called customer service. Since then, my grandmother has died and they still say they want evidence of when she moved. This is South Staffs' error because everything was done as it should be at our end in 2021. This company can obviously create problems, but unfortunately are unable to solve them!

Louie and Jack visted to install a new stop tap in the footpath outside of our home and to undertake a temporary repair to the stop tap inside to ensure we had water. A great couple of lads who were so helpful and knew exactly what they had to do. Great ambassadors for South Staffs Water. Customer service at its best. Thank you so much.

Following the death of my mother, I have been trying to report the death to South Staffordshire Water. I first tried on 3rd Oct 23 and today (27th Nov 23) is the first time i've managed to speak to someone (after 18 minutes on hold).
South Staffordshire Water inability to provide an adequate service for people trying to contact them in very difficult circumstances is a disgrace. You can't get through on the phone and their online reporting service doesn't work.
Every single company or organisation i've spoken to whilst dealing with my mother's estate (yes, even the bank!!!) have provided dedicated services to help bereaved families settle accounts with humility and empathy. The ONLY business that has made our life extremely difficult is SOUTH STAFFORSHIRE WATER. I feel very sorry for anyone who has to deal with this 'shower'. Truly shocked at their lack of customer care.
Complaint raised with them to try and encourage them to offer a dedicated bereavement service but absolutely convinced that they won't give a sxxx or even whether they will bother calling back. If i could enter no stars as a rating i would!

Can’t access my account, SSW make it so difficult even after so many password changes you can’t access your own account, pointless ringing no answer and web chat does not work. I have never experienced such terrible customer service

I have tried to contact South Staffs Water I was on the phone for an hour and no one answered I've tried again on the 10/10/2023 and they have taken the receiver off the phone.

Awful company, I was supposed to be given a discount due to my disability but I never had any discount they had promised. The water is awful and tastes like pure chlorine. A cup of tea tastes like it was brewed in the deep end of a swimming pool

Contacted them a year ago when I moved and asked for a DD to be set up. Never happened. Completed a webform in May about it. No response. Tried to create an online account using the Cust Ref on the bill. System says the number is too long. Tried to ring today to be told there is a 35 minute wait! Useless!

Water in shower during hot weather never works.don’t like to complain but been in touch to reduce bill . No get plumber in. New shower . Happened twice this year glad when hot weather stops.

Unable to change my payment method. I have received no reference number in order to login to the website, and spent 40 minutes on hold trying to get through to have the call ended on me.

The app is about as useful as a chocolate fireguard. I cannot access my bills, even though I have contacted them on several occasions. The incident page will only display 2 incidents although it says there are 4
It's not rocket science to get it tested and solve any problems before going live. Don't know how much it has cost, however, you've been robbed.

As I write this review I have been waiting almost 43 hours for South Staffs Water/ Severn Trent to unblock a sewer and drain .

South Staffs app wasn't working for a period of time so my wife fell behind in payements, we've been paying £27 a week to get the arrears sorted yet South Staffs still decided to pass on the remaining debt to a debt collector? Still payed directly to South Staffs regardless of what the debt agency letter said yearly bills now payed off and it cost South Staffs money getting a debt collection agency needlessly involved. Do one South Staffs Water your utter tripe as a company.

This has got to be the worst company to deal with. I am in credit on my account with South Staffs of over £400 and they have stolen my money. I have been requesting a refund since 10th july 2023 still no refund and it is 3rd August today. Called them at least 17 times they are the most incompetent team in the history of customer service. Contacted complaints team on 26th july still waiting for a response its been a week so I have no faith now. So who do I complain about the complaints team? They are not bothered about their service. Keep passing the book from one person to the other. So disappointed with South Staffs Water. I suffer from anxiety and this has made me so stressed. It's my money and I want it back.

For the past nearly 3 years I have repeatedly asked for my mother (who is on a water meter) to be charged for the water she consumes which was the whole purpose of her having one installed (the property is currently empty) Every few months £25, £35 is stolen from her by direct debit.
Each time I call I am ASSURED that she will only be billed every 6 months for the water she consumes (which is nothing currently.) So why she keeps having silly amounts of money stolen from her is beyond me.
Yet again I’m going to have to spend my time trying to sort this and have been doing so for nearly 3 years.
This is beyond a joke and she deserves all this money credited back to her. I want to speak or email someone that will actually do what they say they are going to do but thus far have been totally unsuccessful. I am at my wits end with this.

Couldn't log in to pay my bill like many in here.
Contacted so they could send a paper bill, still didn't arrive!
Now issued with a debt collection agency for outstanding amount!?!?!
Complete shambles.

Bad web interface.

Setting up online account requires 8 digit customer ref- Ref is 10 digit! Only on the 'Make a payment' without account page does it tell you to drop the last 2 numbers- wouldn't that be helpful to have on the other page too? Many links on the site seem broken & land you on 'Server Error in '/' Application' pages as well.

Nowhere was the fact I was signing up to go paperless mentioned until I got an email and hour later - no way to change this either.

Did manage to check I didn't owe them anything despite the letter they sent at least.