Customer Relations - Anglian Water

Dabbad

As most people know it has been possible for some time to switch both electricity and gas suppliers. There is no doubt that this has resulted in both an improved level of customer service and an element of price competition.

However, at the moment, it is not possible for people to switch their water supplier. I have been at my property since September 1985 and over the last twenty seven years have been supplied with my water by Anglian Water. During this time I must have paid thousands of pounds in water charges.

Last August I received through my letterbox an ‘important notice of works’ from Anglian Water informing me that ‘in order to carry out essential work on local water pipes we need to temporarily turn off your water supply between 00.01am and 6.00am on 2nd September, as part of our commitment to improving customer service we will credit your account by £20.00 if we fail to restore your supply within the given timescale.’

When I woke up at 8.00am on 2nd September there was no water. This was particularly inconvenient as I had my two grandchildren, aged 2 & 4, staying with me at the time. Still I assumed that I would be eligible for some compensation and as the water was eventually restored at 3.45pm, over 2.½ times the estimated turn off time, I claimed for £50.00. I was amazed to learn Anglian Water refused any compensation on the basis that the water was turned on again within the timescale quoted but then had to be turned off again when a further problem arose. Apparently it was up to me to store a certain amount of water in the event of a problem. If this had been mentioned in the original ‘notice of works’ there would have been no dispute but to say that I should have stored water without any suggestion from Anglian Water is fatuous. The fact that they know full well that I am unable, at the moment, to switch supplier must be the reason for their ‘highhandedness’

I have informed Anglian Water that I will be switching suppliers as soon as I am able to. I believe that I will have influence with friends to do the same. In addition I intend to repost this notice when people have the option of changing suppliers so that further defections may be made.

mart.vader

You can't change water supplier, and they know it.

When I worked for a water company, it was standard practice when works were going to over-run, to get someone to "put a drop" into the main (i.e. restore the supply for a minute or so), so that they didn't have to do a report to OFWAT. I guess the same thing applies when compensation is due to be paid.

I thought OFWAT had moved on from there, but apparently not.
Like me, you're stuck with appalling service, cos they know you can't change suppliers.