South East Water UK Arvostelua 

Absolute abomination of an organisation, been overcharged for years due to a leak at the water meter, rude and condescending customer service staff make assumptions, will lie to you, cannot understand even basic maths, and then shout at you down the phone. You cannot speak to a manager or anyone in authority as it is not "the procedure". I would honestly give zero as a rating but unfortunately I have to give a one rating

The worse customer service - appalling.
Have tried calling, am on hold for half an hour without getting through to anyone, have used the ‘call back’ function which doesn’t work (useful), have used the online chat function, which disappeared as we discussed my issue, and then said the chat was away right now, I have emailed, and received no response after more than 3 days, despite them saying they will get back to you within 3 days - unbelievably poor.

New water meter fitted by SE Water outside of our property in September 2025 (the old one was leaking) The next water bill we received (April 2026) jumped from ca; £370 to £697 and water usage from 107 to 460 litres per day? and this during a hosepipe ban. I have contacted SE Water over 10 times re this by phone and emails etc, we are also listed as priority customers, if anything we are using less water but according to SE Water we are using enough water for 15 showers daily ? nothing gets done no sensible replies, if any when using the contact form except getting payment reminders and generated messages.
We feel that we are being hounded by SE Water for payment, instead, they should be looking into the problem, possible admin or faulty meter, plus several water problems in the surrounding area.

Pathetic. We lose pressure or are without water at least 3 times a month. When it works our pressure is pathetic and are told it is because we live on a hill. They are making record profits and paying huge bonuses to the bosses while they can’t do the one thing they are here for - to provide water.

Needed to write this review as South East Water get a lot of negativity shown towards them. We had a leak on the main road just outside our house - so I reported it (without much hope!) It was quite bad and streaming down the road. WELL.....within 24 hours they had arrived and started to deal with it....it was quite complex and difficult to gain access to wasteland site, but I must say the team worked their socks of overnight and again the next day to get it fixed, even had a road sweeper sent to the area after they had finished to make sure it was all clean. I am VERY impressed and just wanted to say thank you to the hardworking team that fixed it.

I left a review of this hideously performing water supplier a couple of years ago.

Since then we’ve had two further consecutive summers with draconian hosepipe bans imposed for months on end, and to trump it all back in January a total lack of any water supply for five days!!!

Compensation South East Water were forced to pay out to customers by the regulator for this supply failure alone cost the company £7 million. That’s just this incident. They will have been forced to pay out millions more for other supply failures, some lasting even longer, to other unfortunate “customers” in areas like Tunbridge Wells.

To be fair the lack of rainfall this last summer has been extreme so perhaps a short hosepipe ban was justified however with some appreciable rainfall in the last month you’d expect to see this soon being eased, but no, South East Water’s ongoing mismanagement of the water infrastructure means they are still in dire straits.

This week they announced that the current restrictions will need to be further tightened including a bizarre requirement for people to “use only half their normal amount of water”

So we’re all going to be expected to drink less tea and coffee, become dehydrated, and not wash properly until this sad excuse for a utility company can get its act together:

The CEO may have changed, but the senior minions who run the circus on a day to day basis largely remain the same.

Doesn’t fill you with confidence does it?

The prices have gone through the roof an extra £25 increase per month. I got a letter today, they don't care about the cost of living at all They also have a hosepipe ban, but don't do anything about the thousands of gallons of filthy water they pump into the sea. I

Another water outage. 30 second power outage and 2 days of no water. Zero resiliency and no communications. Updates every 4 hours and 90% of the time they're late on their promised update times. When are are going to pursue criminal proceedings?

For 2 weeks now , I have complained about intermittent hot water due to allegedly low water. I am still waiting for someone to come back to me. I have phoned several times.I received a bill when I first moved in for £549 which when I went to set up the direct debit, SE Water had cancelled and set up a new account for nearly £700 , when asked why , I was told that because I am not on a meter ( which I can't be because the mains supplies 3 houses ) that is an estimated average cost of water supplied for 2 people. So now water is no longer based on the rateable value of the property but a guestimate to rip the public off. I am still waiting for my bill to arrive but there have taken my first payment. We have decided as we only rent that this is another reason to move
We are unable to compare the water bill we received when we moved in to the new one as the lady I spoke to and requested a copy of the bill told me my new account number and failed to explain why the bill had gone up when the only thing that had changed was that my wife's name had changed as we had got married. I still haven't received the new bill with the account details

Every so often, twice this year to date, they send me an astranomical bill. Apparently they read my meter on the 7th and the reading was 91m3. I have just read it and it's clearly 21m3. I had a new meter put in after getting rid of lead pipes earlier this year. I'm not living in the property as it is being renovated so the usage is very low. I feel like they are trying to con me. Imagine if this happened to someone who couldn't read their own meter? The bill was for over £600. It's wrong. They need to do better.

Three times tried to open account with my account number, and other info, AND DOES NOT WORK !!!!!!!!

Tried their emergency number to report a massive water leak, most likely a burst pipe (massive as ground bulged, water pouring like a fountain, asphalt mushy and disintegrating), no one took the call in 15 minutes, then went on their website to report the leak, their website is so well designed that it took me more than 10 minutes to fill out the form (it froze safari on my phone), it then took 9 minutes for the form to be processed by their website to then send me an acknowledgement by SMS. At this rate, I have no clue how long it'll take them to send anyone to investigate and/or fix the burst pipe.

I reported a water leak outside my property on 30th June & after been given several dates on when this would be fixed they still haven't done it, my mp has also contacted them and they told him that it would be fixed but again it hasn't, got knows how many gallons of water have gone straight down the drain & they're motto is EVERY DROP COUNTS 🙄

How can this companies directors possibly justify their positions. Andy B' if this was up north he would be on it by now. Daily waste of 100 MILLION litres!!!!! pls explain that how you think it is acceptable to increase bills by 50%. - but that's to pay for all the fines, as they no longer have any redundant capacity in their system.
It's not as though you can take your business elsewhere. Still, that's what you get from a business owned by overseas fund companies.

Absolute crap. Always having issues with outages, flakey updates and the account keeps telling me that my details are wrong even though I know they are correct. Sick of them and worth moving away to avoid them. Re-nationalise!

Very bad company.
I wonder why of water wasn't fine them yet for not repairing leaks, and not to have a phone number for you to report leaks.

I am a 55 year old disabled woman with neurological and physical conditions one of which is end of life. I live with my two cats & bunny rabbit. Other than church I do my best to help my 84 year old neighbour. Here we are expecting low if any water along with a heat wave. My concern is my companion pets & my neighbour. I spoke twice to a helpful and a caring customer service person called Gemma (boss she deserves a pay rise.) it's all to easy to complain if a service doesn't work but the greater picture needs to be a priority. Thank you Gemma for such great customer service & help. It's not South East water that the grass is straw and we've had no rain 🙏❤️

Gemma you've been such a help not just to me but my 84 year old neighbour. In difficult times it's all to easy to blame others or a company. All t takes is a polite phone call. Thank you Gemma, you've been so kind & helpful 🙏

There is a strong flowing water leak in my road. It's been constantly flowing coming up for three weeks now. It's been reported; I've done so twice myself. But because it's not a mains burst, it doesn't attract any kind of prompt response or action. When it got to two weeks and I got so irked seeing it running every day I tried calling the emergency line. It took 34 minutes to get through and was then disconneted! Heaven help anyone with an actual emergency. There are parts of the SEW supply area that have had supply 'interruptions' these past months simply through too many houses/people and not enough water (investiment in water infrastructure) and we are all subject to a hosepipe ban, but they can't / don't fix significant leaks with any kind of urgency. It's a joke; with the joke on the customer. Where is the regulator in all this mess? Where is the government in all this mess? I think I have seen a story in the media where SEW have finally said they can't support another housing development in a Kent area because they don't have the infrastructure / water to supply it. Nothing anyone objecting to all the housing developments all over the south east hasn't been saying for years, but the government don't listen. This demand v supply issue is now biting home in some areas and will ultimately affect us all. My only good SEW customer service experience of late has been with a man who came out to me to carry out a meter survey, but he was from their contractor Clancy Docwra, so not SEW.

Once again the taps are completely dry. Absolute silence. Not a drip, not a trickle – just pure nothing. South East Water have truly perfected the art of running a water company without the tiresome inconvenience of actually delivering water.The reliability is impressive: the bills arrive on time every single month, yet the water itself treats us like an optional extra. At this point the outages are so consistent I could set my calendar by them. “South East Water” is starting to feel less like a company name and more like an ironic joke that somehow got a licence.If you’re looking for a utility that specialises in billing excellence and supply failure, look no further. Five stars for the comedy value, one star for everything else.

I want my husband to leave them honestly. Just too much drama and rubbish to deal with