Anglian Water Anmeldelser 

In February 2024 Anglian Water installed a smart meter. Ever since February 2024, my neighbour's heavy water usage has been registering to my water account, which I have been paying. I contacted Mark Thurston CEO at Anglian Water. He knows, I know which neighbour's water usage is registering to my water account, but it still continues.
If you believe your water usage has been crossed and you are paying for your neighbour's water usage, go to your online account.
1 Go to MY PROFILE then
2 MANAGE YOUR PERMISSION then
3 SMART METER PERMISSION then
4 TICK FOR HOURLY USAGE.
You will then be able to see the previous days hourly usage of water. Start to write down the time that you have used water, you will then be able to check if the amount of water usage is the water that you are using, or one of your neighbour's usage.
If you cannot get help, contact CEO Mark Thurston at Anglian Water. More people that complain, the sooner people will get their crossed water usage sorted. It is another Post Office do.

Absolutely horrible company who don't seem to know what they are doing with regards to billing. My water usage is double according to their smart meter to what it should be. I wrote number of emails and they respond but not willing to investigate. They now threaten me with legal action with an open complaint with them! I wish there was an alternative water company to use in the area, but sadly will just have to continue fighting them

I spoke with Shaun he answered me very kindly. Thank you!

Beware this company!
Anglian Water fit a smart meter to our water meter without asking.
6 months later our water bill was increased 430% from £40 per month to over £200!
When challenging the bill we were advised our account would be put on “hold”
What this actually means is they cancel your direct debit and treat the next bill as a missed payment.
The issue is on going, they have yet to offer to replace the meter or take any accountability for the issues.

Just endless issues with poor water pressure and no supply in our area (NN6). I'm sure the customer service is decent - they provide regular updates - but continuity of service is more important.

I have phoned to Anglian Water and they gave me 3 hr slot to make an appointment noone phoned me and phoned them 4 times and they gave me another 3 hrs for calling me back.

The person's name on the phone was Kia. There is leak in my property.

Sorted out issue very quickly

Great customer service sorted my issue very quickly

I am very unhappy with this company I would seriously like to leave too an another provider but unfortunately I can’t because of my area the online app keeps playing up all the time and I have to make an complaint 10 times but it’s never fixed so I’m leaving a bad review

I contacted Anglian Water about some issues with billing that was a major stress and I was fully helped by an agent named Evie, she went through everything clearly with me and sorted any issues I had

I am extremely frustrated with companies such as Anglian Water. They continue to increase their prices with little regard for customers who are already struggling to pay their bills. Since moving into our property, our monthly water charges have risen from £35 to nearly £100 over a six‑year period. These increases are largely attributed to infrastructure costs, yet customers should not be expected to cover the consequences of poor decisions, errors, or failures made by the company’s board. This practice feels unacceptable and unfair.

Anglian Water continues to demonstrate a level of ineptitude that would be astonishing if it weren’t so consistently repeated. Their handling of pipeline leaks is nothing short of shambolic. Issues that should be resolved promptly instead drag on for weeks—sometimes months—while customers are left dealing with the consequences of their inaction. The lack of urgency is palpable, and the communication around these failures is even worse.

For a company that charges some of the highest tariffs in the sector, the return on investment for customers is abysmal. You’d expect premium pricing to correlate with premium service, yet Anglian Water seems determined to prove the opposite. Their pricing structure feels increasingly detached from the quality of service delivered, raising serious questions about value, accountability, and priorities.

What truly compounds the frustration is the sheer disregard shown toward their customer base. Interactions with the company often leave you feeling dismissed rather than supported. Concerns are brushed aside, explanations are vague or contradictory, and any sense of responsibility is conspicuously absent. It’s difficult to avoid the impression that customer experience is an afterthought rather than a core obligation.

In an era where transparency and service standards should be improving, Anglian Water appears stuck in a cycle of complacency—overcharging, underperforming, and showing little respect for the people who fund their operations. Until they address these systemic issues, it’s hard to view them as anything other than a utility provider that has lost sight of its duty to the public and one that is in sole pursuit of profit and shareholder dividends.

No supply for 30 hours. No information, no alternative water supply. I actually bought water for neighbours including a couple in their 80s and the wife was recovering from cancer. When I queried the offered compensation they said it never happened. Total scum. The woman just kept repeating the company line. Total scum.

I got answers exactly on the points I have asked for, they r clear and crisp.

Today I used Anglian Water's WhatsApp customer service chat and I was helped by a wonderful agent named Claire. After the standard security questions, Claire had quickly provided me with my Account number which enabled me to log in to the Anglian Water app. I mentioned that I had had a leak recently and wanted to confirm this was now fixed. Not only did Claire make enquiries with the leak team to put my mind at ease that the leaked had indeed stopped, she went above and beyond by arranging for me a leak allowance. This whole process was made very easy on my part all through the helpfulness and professionalism shown today. 5* customer service Anglian Water and a very appreciative customer here!

For the 4th time in a month the water pressure in our area has dropped to close to zero. If it's not this, then it's the pumps partially failing every time there's a thunderstorm. They want to increase the amount we pay per year too.

One Star to much worst company no customer service by them over 4 months now got no were.shame on them why don't they concentrating on the bad water layer supply all these fines they keep getting and they put onto the customers

I've spoken to Anglian water three times, once with Sarah and twice with Jackie. They're customer service skills are impeccable, they are very understanding and so friendly and seem like they will do anything to help you.

Just had a new digital water meter fitted and my bill has gone up 1000% they fitted a new digital meter to my neighbours house the same day 6th of january and caused a massive leak and just drove off. Contacted the company for an expalnation unfortuntaly still not resoloved. I advised them to cut my water off as it would be cheaper to buy bottled water from the shops!

We had the misfortune of a water leak from a faulty garden tap, spraying water at 'full bore' whilst on holiday.
We had a huge bill in November and confirmation that we had used 4x our normal usage.
After sending meter readings since then, we were able to confirm the water meter was working as it should, and that the leak was solely responsible for the expense.
Today I contact Anglian Water with a request to review my case and, despite us being technically 'at fault' due to it being our responsibility, a refund was issued based on our normal usage.
Madeleine was very personable and professional. Thank you so much!