Southern Water/Anglian Water new computer system

moneybags1

I have been told that Southern Water have recently introduced a new computer package to produce their bills, but that they've had huge problems with it. Is there anyone in this region who knows anything about the problems they've been having? I ask this because Anglian Water have also introduced the same computer package and all is not well with it.

deanos

Yes there is a new SAP billing system at Anglian Water , no major problems with it biils going out as normal

moneybags1

I know they've just introduced SAP to Anglian Water and there are massive delays to customers' queries being dealt with - it's taking several months for queries to get processed. I would also advise customer's to double check the date their DD's are being taken from their bank account and to double check the amount as well.
Does anyone know what's going on at Southern Water?

deanos

moneybags1 wrote: »

I know they've just introduced SAP to Anglian Water and there are massive delays to customers' queries being dealt with - it's taking several months for queries to get processed.

Several months to get queries processed ? Who has told you that ?

Psykicpup

yes I agree the impemantation of SAP has ccaused a lot of probs for both co's

moneybags1

this is what I've been told by people who have tried to contact Anglian Water - they've been waiting around 2 months for account queries to be sorted out.

bill888

I've tried contacting Southern Water on a couple of occasions in the last 4 weeks by telephone and have failed to get through, getting 'Number dialled is engaged' or waiting over 30 minutes on hold before I gave up on most recent attempt. I don't recall having problems getting through to them in the past.

I've now sent them an email, but I don't think they ever responded to an email I sent to them 3 weeks back now that I think about it.


I've just observed on the latest letter to be received from Southern Water, the use of new 'Customer' and 'Payment Reference' numbers, neither of which look anything like the old 'Customer Reference' number previously used. This might well explain why they are perhaps having trouble taking payments or acknowledging they have received electronic payments in my case.

olly300

bill888 wrote: »

I've tried contacting Southern Water on a couple of occasions in the last 4 weeks by telephone and have failed to get through, getting 'Number dialled is engaged' or waiting over 30 minutes on hold before I gave up on most recent attempt. I don't recall having problems getting through to them in the past.
.

Write them a letter and send it recorded delivery. State at the end of the letter that if they do not contact you within 20 days you will take your complaint to the regulator.

The regulator is the watercouncil - https://www.ccwater.org.uk and if a company doesn't respond in 20 days you can escalate your complaint to them but you need to do it in writing.

bill888

olly300 wrote: »

Write them a letter and send it recorded delivery. State at the end of the letter that if they do not contact you within 20 days you will take your complaint to the regulator.

Thanks for the suggestion.

I notice Southern Water have now posted a message on their main website apologising for delays. Even more suprising is the fact they mention they have over 600 people dealing with customer serivce enquiries.

I will try contacting them again in a few weeks time if they have not responded to my emails in the meantime.


Update: Today, 14th May, Southern Water have finally responded to an account enquiry I emailed to them on the 14th April.