Contact Details
Anglian Water
Customer Services
PO Box 770
Lincoln
LN5 7WX
Contact Information
- Billing and general enquiries 08457 91 91 55
- Water or sewage services and requirements 0845 714 5145
- Emergencies 0845 714 5145
- Minicom 0800 917 5901
- Freephone leakline 0800 771 881
- Language services line 0800 919 155
- 24 hr Emergency contact 08457 145 145
- Email Feedback Form
General Information
Anglian Water is part of the AWG plc group and supplies water and wastewater services to the largest geographical area of all the water companies in England and Wales. Anglian Water serves East Anglia, East Midlands, providing water and wastewater services to around 6 million industrial, commercial and residential customers.
Anglian Water operates in one of the driest regions of the country with only 600mm of rain per year. They supply over one billion litres of water every day through their extensive network of 36,000 kilometres of water mains. Anglian Water is also responsible for 1,007 sewage treatment works in East Anglia and the East Midlands.
The company is located in the east of England and employs approximately 10,000 staff across the UK.
- Anglian Water is responsible for both water and sewerage.
- Anglian Water is generally a hard water area.
- In 2003 Anglian Water carried out 235,570 tests and 99.70% of these tests complied with the Regulations set by OFWAT.
Company Services
Anglian Water has its own Codes of Practice and Domestic Customer Charter, which outlines a certain level of service that you can expect from them. If these levels of service are not met then compensation is offered.
They offer WaterCare service where vulnerable customers can register for specific services or assistance. Services include:
- Visits to inform visually impaired customers of interruption to supply.
- Special arrangements for those with medical conditions who rely on a constant water supply.
- Large print, braille bills and bills read over the telephone or sent to a relative or friend.
- Minicom service for those with speech or hearing difficulties.
- Help reading your meter where required.
Comments
NB: We have no connection with the water companies, if you have a specific enquiry relating to your service, please contact the company direct.
There has been a water leak from the ground at the junction of Arlington Gardens and Besthorpe Road in Attleborough since early/mid August. The water comes up through the ground and simply runs down a drain a few feet away. I telephoned to report it early in September and Anglian Water confirmed that they knew about it also that it was scheduled to be repaired before the end of the month. It is now 2/3rds of the way through October and there is no sign of a repair! Goodness knows how many more gallons of water will be wasted by just literally running down the drain! I’m really glad that British Gas don’t take repairs so lightly otherwise we would all have been blown up by now!
Posted by Gerry Keogh, 20th October 2008Ok, Miss West, I've got some questions and a few answers for you:
Posted by Peter Atyeo, 17th September 2008"wanting £180 from a house that I have never lived in!! This actually turns out to be from the house we lived in until April 2007" so u did live there?
"they say they have never received any payments" so your claim is that you didn't realise what? that you had to pay for water, or that you weren't?
"So how then do they know that we moved from our old house in 2007". Because the new occupiers would have told them (because they pay their bills).
"and knew where to send that massive bill!!". That's what debt collection agencies do, if you had given your forwarding address they wouldn't have bothered with that, they would have just issued you with a summons.
This board is for people with real issues, not to complain about being caught not paying your bill.
In February 2007 part of a Leylandii hedge blew over in dark and it knocked aerial off my car. Anglian water said fix it and contact Willis in Ipswich, a loss adjuster. No response from them for months. Then said being handled by Gallagher Bassett, aonther loss adjuster and since have refused to reimburse. No-one has inspected site from them but subsequently the hedge has bee topped this summer following other plants being blown over into road. Aglian Water keep referring me to Gallagher Bassett in spite of my pleas for them to deal with me directly. I shall now have to take this to Offwat and Insurance Ombudsman in my time.
Posted by Colin Myram, 10th September 2008Just had my 'Anglian Water' bill in... double last year's and it's to cover the period April '08 - March '09... as it's only April ('08!) I shall not be paying for a service / product that I'm yet to receive... What a brilliant scam... I'm going to start billing my clients a year in advance and see how I get on... I expect to be laughed at (a lot) and out of business within a few months... I of course, don't have a monopoly... Nice try 'Anglian Water' - try playing with a straight bat and stop the gimmicks...
Posted by D. Grosch, 08th April 2008I have just come home to a letter from some debt collecting agency working on behalf of Anglian Water wanting £180 from a house that I have never lived in!! This actually turns out to be from the house we lived in until April 2007. That's ok BUT we have been told now that we owe £1029 for the period we have lived in our current house because they say they have never received any payments as apparently I never told them we had moved! So how then do they know that we moved from our old house in 2007 and knew where to send that massive bill!! Magic!
Posted by Lucy West, 04th April 2008Anglian Water have been promising to fit a meter for me since January. I have rang on numerous occasions and after one failed attempt I am now still waiting for them to contact me for a fitting date. In the meantime I have received next years bill based on rateable value which I refuse to pay at almost £40 per month. I am a single Mum with only myself and my 11 year old at home, trying to do my best to save money. I am disgusted with the level of customer service in this respect.
Posted by Karen Chown, 13th March 2008I have had 2 court judgments placed on me even though I am not in any way connected to the property in question - these were placed in 2002 and 2007 both over the same premise that I have no liability for. Last time the bailiffs got involved and were superb, they stated that this level of poor service is normal for Anglian Water. They assisted me in resolving the issue even though AW did absolutely nothing - I received £100 compensation for the inconvenience on the advice of the court and a letter was received from AW accepting they were at fault and it would not happen again!! OH NO!!! already I am starting to receive bills for a property I have no relation to yet again!! The customer service department and Debt recovery department are abysmal! The promise lots but deliver nothing! They don't even ring you back when they say they will. It's time somebody came down on them and made them responsible for their actions.
Posted by Nick Lamb, 26th February 2008I reported a leak in front of our house in November, man from Anglian Water came and looked at it and agreed it needed fixing, said they'd send somebody. Next we hear is a phone call in December asking what we thought of their service, it turned out they thought they'd fixed the leak, but hadn't. A month later in January same call, same reply: leak's not been fixed. It's February now, so I'm expecting another call asking what we think of their service. They seem to be very good at phoning to check on service, but utterly incapable of fixing leaks.
Posted by Jennifer Bray, 20th February 2008I have received 2 telephone calls from Anglian Water's debt collection office with regard to an outstanding account on a house which I sold. I have advised the representative that I am no longer responsible for the account and that all the details were given when I settled, up to the date of sale. Unfortunately the said representative believes that it is my responsibility to chase up this account with the new owners - I don't think so!
Posted by Justine Newman, 13th February 2008Anglian water are useless! We moved into our new house in March 2007. Have phoned AW several times with the details of the water meter and asked for a bill (again, several times). Keep getting told that the house isn't on their system, so we've given them the meter number and still no bill arrives. I don't want to get a massive bill in 10 years time!! Any advice? Just off to put it in writing to them. Incidentally, they have come round and repaired the stopcock for us, despite not acknowledging that we exist. Glad I'm not a shareholder!
Posted by James Reed, 05th January 2008A.W.A The customer care is non existent. I have been in touch with E.D.F energy with a joint problem between both parties and 3 days later I am still waiting for a reply from A.W.A but I got a reply the same afternoon from E.D.F energy. Pull your socks up A.W.A.
Posted by Dave Shaw, 17th December 2007Anglian Water were so polite to me today. The best call centre I have ever dealt with, super agents. I had a big problem, they sent me a pink letter saying I owed a lot of money when I didn't. It took 5 minutes for me to explain the problem to the agent, then it was fine, all sorted in 20 minutes. Answered the phone instantly, brilliant service, and I've just read on the ofwat website, top water company in the UK.
Posted by David Adams, 07th December 2007I have just finished writing a looong letter to Anglian water in the hope that my £900 bill that I apparently owe from like 7 years ago gets sorted out. I've been charged for a commercial property rate at the price of £74 a month. However, because i refused to pay this amount, 4 years ago they reduced it to £35 and kept adding the rest of the money to the account without even telling me!!! Now I have a bill for £900 and when I phoned up to complain, they have threatened me with court action saying I haven't made one payment in 3 years!!! Along with that they have just installed new computers which has no details before 2006 so we can almost prove nothing!!! Help!!
Posted by Roxy Begum, 26th November 2007I am also disgusted with the treatment I have received from Anglian water, particularly from their Customer Complaints Resolution manager. She seems quite incapable of listening to reason and insists that her interpretation of any situation is absolutely final. She insisted that I could not discuss my problem with a technician, despite her own technical expertise being woefully lacking. Her concern is that if Anglian Water comply with their legal responsibilities (as she sees them) nothing else matters. After all what can I do? Anglian Water are a monopoly supplier and there is no where else to go. Either I pay the amounts based on their meter readings or I will be disconnected. A suggestion by me that the meter might be defective is scorned but I am reliably inform by the manufactures Elster Kent Water Meters that the existing meter that was installed about 15 years ago would normally been replaced after 10 years. Still as the meter reading currently shows that I owe £568.26 compared with a bill for £204.63 for the same period last year, why should Anglian Water worry. I am also told that if I insist on having the meter checked the cost would undoubtedly cost more than fitting a completely new meter which it seems they should have done some time ago. Incidentally if the £568.26 is not paid immediately the supply Anglian Water have threated disconnection. Is there any authority that can prevent this privatised subsidiary of AWG from ignoring even the basic principles of customer service and satisfaction to achieve maximum profitability?
Posted by Michael Punshon, 20th November 2007Mr Hudson, Anglia Water are responsible for all water problems up to private property or private roads. If it is a new build then the contractors are responsible are all you have to do is prove that you haven't excavated anywhere in your garden or anyone else. Go to NHBC as most building companies are members of this, I am sure they will help you the best they can.
Posted by Paul, 16th November 2007Just to update you all, the bill is now coming to just a shade over £11,000. The leak has been found and repaired. I am now having problems getting this sorted as Anglian Water are telling me that the builders should be liable for the bill and the building company (Stamford Homes) are telling me that I should be able to get it sorted with the water company. Basically I am stuck in the middle of 2 companies neither wanting to help out...
Posted by Marc Hudson, 02nd November 2007Anglian Water have upped my direct debits payments without telling me. I was paying £30 per month and there is only two of us. Our last bill was £120 and we were £180 for same period. I've been trying to get hold of AW on phone for 30mins now - no answer yet. It's disgusting, I'm furious.
Posted by Louise Symonds, 22nd September 2007Just had a bill for £8000, yes that is right it is not a typo - £8000. Now I admit I do like to spend a bit of time in the shower in the morning but I only have a 3 bed semi not Buckingham Palace. I have phoned Anglian and the girl said that she thinks there may be a leak (her name was Einstein I think). As it is a new build the builders are liable and I am currently having arguments with them and Anglian. Does anybody know of any legal websites or anything that could give me some advice on where I stand??
Posted by Marc Hudson, 03rd September 2007Just had a water bill for £800 for 6 months use. Both my wife & myself are at work all day. We tried the turn off & check the meter test, and its spinning rapidly. We spoke to Anglia, they said it will be looked at within 5 days and the bill will be adjusted according to their findings, will keep you posted....
Posted by David Bent, 19th July 2007I am very disappointed with Anglian Water they have sent me a bill charging me for water rates for a shared property despite the fact that my landlord is responsible for all bills and utilities for the property including Water. And I can prove this. I am very unhappy indeed.
Posted by Miss Aneka Williams, 11th July 2007Appalling customer service. Trying to force me to pay a previous tenants bill by taking me to county court despite numerous phone calls and letters.
Posted by John Stone, 28th June 2007customer is rubbish, trying to get a water metre fitted is prooving very difficult and am loosing patience fast
Posted by Martin Gregory, 11th June 2007Anglian water are our suppliers, they are extremely expensive and there customer service stinks!
Posted by Sanjay Amrith, 16th May 2007