Bristol Water - Bristol

Clare G.

Utterly Frustrating and Ongoing Experience with Bristol Water

I feel compelled to share my experience as a current (and thoroughly exasperated) customer of Bristol Water.

Back in autumn 2024, Bristol Water identified a significant leak in the system - though couldn’t actually determine where it was coming from. Fast forward to March 2025, I received a letter asking me to take meter readings and arrange a visit, which I promptly did.

What followed was a ridiculous merry-go-round of appointments. The leak wasn’t found on the first visit, so a second had to be arranged... then a third. Three visits across two months just to locate the issue.

Finally, at the beginning of May 2025, they confirmed the source of the leak. Since then? Radio silence on any kind of solution. Despite several calls to Customer Services, I’ve yet to be given even a provisional date for when the work will be done. And to make matters worse, I can’t speak to the planning department directly - I’m stuck in limbo, constantly chasing for updates and getting nowhere.

What’s particularly maddening is that I was originally told this was a substantial leak, yet it’s now been months and gallons of water are still leaking away - unresolved. Apparently, it’s a “simple fix,” but Bristol Water can’t seem to find the time to actually do it.

To add insult to injury, we’ve been overpaying on our bills throughout this period but can’t even apply for a leak allowance until the work is completed and new meter readings are submitted. No fix, no refund, no progress.

I honestly feel like I’m trapped in a loop of inefficiency and indifference. It shouldn’t take this long, especially when the fault and responsibility lies with them. All I’m asking for is a date, a time, and some evidence that something - anything - is happening.

It’s a deeply frustrating experience, and I wouldn’t wish it on anyone else.

Natalie K.

Yesterday I contacted Bristol Water regarding a leak affecting our properties in Butleigh. The call was handled efficiently and an engineer arrived within a couple of hours to assess the issue. Shortly afterwards, two representatives attended and resolved the fault promptly and professionally.

A special thank you to Jamie Smith and the two gentlemen who attended today. They were polite, hardworking and a credit to your team. It is incredibly refreshing to experience such responsive and professional service and we are all very grateful. The leak was located in a manhole that serves nine bungalows and I can confidently say on behalf of everyone on our road that five stars simply are not enough.

Alex C.

I wouldn’t even give 1 start but unfortunately after 4 phone alls over the course of a week and a half this is what it’s come to,

After our bill coming back at a ridiculous price and usage of water we are a household of 2 with full time jobs, so hardly in the house, and being told we are using a daily 970L of water when the average is 300L my first phone call the guy actually laughed asking if we where filling up a Olympic size swimming pool, so why hasn’t it been flagged by them?
We where asked to do 2 test stop tap, and an over night no water usage meter hadn’t move which doesn’t indicate a leak.
The woman the following day over the phone told me I had taken the incorrect reading which I had not! As I have confirmed this with several people.
I phone back Monday, to then be told I must’ve had a leak previously but how could the leak magically resolve if we haven’t had anyone out to fix a leak? The lack of communication and customer service is disgraceful! Today I have phone after being told at 8:30am on Monday morning I would be expecting a phone call within 5 working days, today being the 5 Monday, Tuesday, Wednesday, Thursday, Friday, but no yet another excuse apparently it’s the 4th working day please explain that to me? I am beyond curious now as I am getting no where and having no help from anyone from your company which is disgraceful!

Shannon M.

I did review 5/5 for the previous agent I spoke to regarding my billing, but unfortunately I'm going to have to give Bristol Water a rating of 1 now, this is due to finding out this issue I thought was resolved but it isn't. The direct debit date we had agreed on is wrong and the payment plan that was set up is apparently incorrect too. So now I'm in and out of emails via the enquiry form with you to sort this as your online chat is unavailable. The error made by the agent is not my fault so I don't see how I need to suffer for it. It should be down the yourselves to rectify this as all what I'm being told now was NOT agreed at the time. I have the online chat transcript to prove this. Your colleague via the online form has apologised for the confusion but there shouldn't be any confusion! I've never had a problem with yourselves until now so it's rather disappointing. I would like someone to reply to me via my email ASAP as this needs to be sorted as the new bill amount you've have told me I need to pay (which was not agreed) cannot be paid. I will also raise a formal complaint if this cannot/does not get resolved.

Simon T.

We phoned Bristol water with a stop tap issue at home. Firstly the guy on the phone was very polite and explained what is going to happen next, we had a guy called Ben call around first to clarify the issue and made sure we were okay and handed us bottled water. Within an hour we had 2 guys turn up who must of been twins or brothers and just made sure we were okay and then just got started, road signs out barriers up and crashed straight in to it all hand dug, the old cut out and new reinstalled within 30 minutes. Again very polite made sure all the taps in the house were good and we were happy.. I can only say the service I hade received is 5 star keep up the good work.

Jackie W.

Went to Chew Valley lakes on Tuesday to meet a group of friends for lunch what a palava trying to pay to park the car.
Both payment machines are covered up with a notes pinned on each telling you to use the other machine. The only alternative is to pay online via the Ring Go app the Internet signal is almost non existent. Numerous attempts and 40 minutes later we gave up as did numerous others who were using the Salt and Malt for a meal. The car park area, grounds and toilets were not in a good state either.
Disappointed

Bev H.

Terrible Customer service, my home has been without water for 48 hours so far and yet they don’t care. They are more interested in finding something or someone else to blame than they are at taking my report serious.

Peter S.

With Wessex Water, this company provides an excellent service. A human answers the phone very rapidly and can understand the problem rapidly. The field workers come when expected and do rapid, permanent repairs. I recommend them and complement the staff.