No water. Spent 30 minutes trying to talk to someone. The line that eventually works was helpfully terminating calls after a recorded message, but no indication of whether the line was closed or just... See more
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Tested water quality. Had the drinking water quality tested and the results are literally sickening. This company state they provide “fresh, clean drinking water” I beg to differ. The... See more
Company replied
As an 81 year old with osteoarthritis, I had trouble turning water off to replace dripping taps. After two phone calls, a young man, think his name was Alex arrived from Bristol Water and was so poli... See more
Company replied
Bristol Water identified a leak at our water meter. They raised a task to rectify the issue which was completed within 2 weeks. Within a further two weeks, Bristol Water had taken another reading to a... See more
Company replied
Company details
Information provided by various external sources
Bristol Water has supplied drinking water for over 167 years, always striving to provide high quality services and value for money. We serve a population of 1.1 million customers in an area of 1,000 square miles. Our area of supply area covers Bristol along with Thornbury and Tetbury in the north to Street and Glastonbury in the south, from Weston -Super Mare in the west to Frome in the east. Wessex Water provide sewerage services in much of our area.
Contact info
Bridgwater Road, BS13 7AT, Bristol, United Kingdom
- 0345 702 3797
- customer.services@bristolwater.co.uk
- bristolwater.co.uk
3.5
Average
129 reviews
No recent history of asking for reviews
This company hasn't invited customers recently, so reviews may not be representative
Replied to 83% of negative reviews
Typically replies within 1 week
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Paying your bill is absolute hell
Paying your bill is absolute hell
1. If you opt for digital bill, they won’t send it to your email - only notification
2. When you view your bill on the website, there is no option to pay - you have to find yourself the link to pay
3. You have to fill in details yourself though you are logged in and they should be able to know the details.
4. When finally you get an option to pay, there is no any advanced options like Apple/Google pay
5. You have to choose correctly card type though they can and do know the type by the card number.
Honestly one of the most awful experiences to pay by card. Like I am back 20 years ago. It is just shameful to have such an inconvenient and obsolete payment interface for a company of that size.
PS: happy to hear that this issue is being taken care of. Looking forward to the update and will update the review once the changes are introduced.
14 November 2025
Unprompted review
Reply from Bristol Water
Hi Victor,
Thank you for sharing your feedback. I am sorry to hear about the difficulties you have experienced while trying to pay your bill. I acknowledge your comments which highlight areas where we can improve, and we appreciate you taking the time to detail them.
We’re currently reviewing our online system to introduce a more customer friendly experience but I do I appreciate the frustration and inconvenience this has caused. We do offer various other payment methods which may be more suitable for you which can be found on our website.
If you would like to set up a payment arrangement or if I can be of any further help, please don’t hesitate to contact us on 0345 600 3 600, Monday to Friday, 8am to 6pm and Saturdays, 9am to 1pm, we'd be happy to help.
Jake
Super impressed with the service I received
There are planned works this week right outside my house, and I needed a few questions answered to put my mind at ease.
I called customer services and was connected to a chap called Liam and I'm so happy I was!
He was friendly, helpful and patient whilst helping my overthinking brain. Initially he was unable to locate the job on file, but instead of keeping me on hold, he offered to call back when he knew more, which he did within 10 minutes.
I'm just super impressed with the service and level of professionalism I received. Thanks Liam :)
12 November 2025
Unprompted review
Reply from Bristol Water
Good afternoon, and thank you for taking the time to leave your review! It’s fantastic to hear that Liam provided such great service, answered all your questions, and helped put your mind at ease. I've passed this on to him and I know he'll be delighted to receive this feedback. If there’s anything else we can help with, please don’t hesitate to get in touch! Ben 🙂
Oscar is such a credit to Bristol Water!
I was helped by Oscar today after being hit with a hefty bill and being a single mum I was terrified of what type of payments I would have, Oscar was incredibly helpful when I was stressed to talked me though everything I needed too and keep the monthly payments low! What a fantastic person!
28 October 2025
Unprompted review
Reply from Bristol Water
Hi Samantha, thanks for taking the time to leave us a review. Oscar is so happy to read your comments and to know that although you found it to be stressful upon receiving your bill, you felt he was incredibly helpful and a fantastic person! I am glad we were able to support you with your payments and please don’t hesitate to contact us at any time, if you need any further assistance. We’re here to help! John 😊
Good customer service from Oliver babbs…
Good customer service from Oliver babbs today! He needs a pay rise
17 October 2025
Unprompted review
Reply from Bristol Water
Hi Christopher,
Thank you so much for taking the time to share such a lovely review of Oliver! I've passed your kind words along, and I know he'll be absolutely delighted to read them. If there's anything we can help you with in the future, please don’t hesitate to reach out — we’re always here to support you. Lorna
Oscar made all the difference!
Oscar made all the difference!
Oscar surpassed all expectations by his professionalism and efficiency, he solved my query, raised a complaint and provided a refund due to a credit in another address in under 5 minutes. If only everyone who works in customer service was like him! 5 stars all round, the future is bright Oscar!
1 October 2025
Unprompted review
Reply from Bristol Water
Thank you so much for your kind words!
We’re absolutely thrilled to hear that Oscar made such a positive impact during your interaction. His professionalism, efficiency, and dedication to resolving your query in record time truly embody the level of service we strive to provide every day.
We’ll be sure to pass on your glowing feedback to Oscar.
Thanks again for taking the time to share your experience. If there’s anything else we can help with, we’re always here for you.
Excellent service!
Excellent service!
I was moving house and needed to provide a recent water bill as part of the requirements for the new house. I spoke to Oscar about this and he provided detailed and sufficient information required for me to get the water bill. I will give Oscar a promotion if I was his boss!
8 September 2025
Unprompted review
Reply from Bristol Water
Hi Chinedum,
Thank you so much for the lovely review! It’s wonderful to hear how helpful Oscar was, and I've made sure to pass your kind words along to him.
We wish you all the best with your house move. If there's anything else we can do to help, please feel free to give us a call at 0345 600 3 600. Our lines are open Monday to Friday from 8 a.m. to 6 p.m., and on Saturdays from 9 a.m. to 1 p.m.
Best, Lorna
I used Live Chat
I used Live Chat to advise of the passing of my mother. Stephen assisted me, and answered all my queries very efficiently.
5 September 2025
Unprompted review
Reply from Bristol Water
Hi Nicola, thank you for your review.
I'm so sorry to hear about the passing of your mother. I am glad, however, that Stephen was able to assist you efficiently with your queries during this difficult time.
If there's anything else at all we can do to help, please don't hesitate to call us on 0345 600 3 600. Our lines are open Monday to Friday from 8 am to 6 pm, and on Saturdays from 9 am to 1 pm. Lorna
Excellent service.
Excellent service, I called about a meter cover broken that posed a trip hazard. I was amazed when the doorbell rang less than an hour later and a man said he had replaced the broken cover and thanked me for phoning it in. Just brilliant and a huge thank you to Bristol water and all involved.
4 September 2025
Unprompted review
Reply from Bristol Water
Hi John,
Thanks so much for the review! It's great to hear that we were able to respond quickly to your call about the broken meter cover. We appreciate you taking the time to share your feedback. Lorna
Very quick response.Loris and David…
Very quick response.Loris and David were very thorough and nothing was to much trouble and sorted very quickly thank you.
3 September 2025
Unprompted review
Reply from Bristol Water
Hi Julie, thanks so much for the review! It's wonderful to hear how quick and thorough our team was in helping you. If you need any further help, we’re available on 0345 600 3 600, Monday to Friday 8am to 6pm and Saturday 9am to 1pm. Lorna.
90's rental price.
I have recently inquire to why my water bill is £800 and my neighbours is £350, and apparently because my property was built before 1990 my water bill us based on thr rental cost then, which is ridiculous.
Out property's were the same size, with the same rent, but I have to pay 800 and next door pay 350.
Blatant scam from water companies vis a extremely corrupt government.
I am happy to discuss this with you, but I feel its pointless. I have already spoken to you about this issue and you did nothing to assist in this ridiculous metric
The long and short is that, if you can't have a water meter and your house was built before 1990 water companies can change you whatever they want, and you don't want to change that.
What i would like a good explanation for why my bill has doubled in 5 years without any additional service? I would love you to explain that.
Send me the link again and I will add my details.
Also its not help with my bill, its an reasonable explanation why my water is 800 a year and my neighbours is 350 for the exact same size property in 1990.
And I apologise for my delay in replying I was very busy doing lots of overtime to pay for extortionate utility bills, due to price gouging by disgusting, greedy corporations.
2 September 2025
Unprompted review
Reply from Bristol Water
Thank you for your review, and I’m really sorry to hear you're unhappy with your bill.
We asked for your details so we could locate your account and give you a call to discuss things further, but we haven’t received a response yet.
From what you've shared, it sounds like your property is billed using unmetered charges. These are based on the Rateable Value of your home and aren’t linked to how much water you actually use. If you'd like to learn more, we have a helpful page on our website called ‘Rateable Value Explained’.
Most of our customers are now on a water meter, which could explain the difference between your bill and your neighbour’s. We offer free meter installations, so you only pay for the water you use. You can find more information at wessexwater.co.uk/water-meters.
If your bill is unaffordable, we have other ways we can help. Please give us a call on 0345 600 3 600 and one of our team will be happy to talk through the options with you.
Best wishes,
Lorna
Trudy Is great help!
Had a lovely lady named Trudy (hope that’s spelt correctly) who helped me out with my missed payments, showed compassion over the phone whilst I was telling my reasoning, very understanding and resolved the issue within a couple of minutes. Made a ‘scary’ call feel comfortable
29 August 2025
Unprompted review
Reply from Bristol Water
Hi Markas,
Thanks so much for taking the time to share your feedback. It’s wonderful to hear that my colleague was able to provide you with such supportive and compassionate service. I've made sure to pass on your kind words to them.
If you ever need help with anything else in the future, please feel free to reach out. You can call us at 0345 600 3 600. We're available Monday to Friday from 8 a.m. to 6 p.m. and Saturday from 9 a.m. to 1 p.m.
All the best,
Lorna
Excellent service
Every single time I have had to phone Bristol Water company I have always received first class service. The staff that answer the phones are always so very helpful and very informative... They are the best by far with their customer service skills and I have never had that experience with any other company... So hats off to you all for doing a fantastic job..
12 August 2025
Unprompted review
Reply from Bristol Water
Hi Julie,
Thanks so much for the lovely review! We really appreciate you taking the time to share your experience with us.
It's great to hear that you've consistently found our service and support to be excellent. We work hard to make sure all our customers feel supported, so your feedback means a lot. Kind regards Lorna
I rang Bristol Water today to ask a few…
I rang Bristol Water today to ask a few questions about my water supply and my new meter.
I spoke to Gabby who was extremely helpul,friendly,polite and very knowledgeable.
Bristol water and it's customers are very lucky to
have someone like Gabby to be working for them.
Thank you Gabby.
Nigel Annett
8 August 2025
Unprompted review
Reply from Bristol Water
Hi Nigel,
Thank you so much for your kind review! It's wonderful to hear that Gabby provided you with excellent service. I've already passed your comments along to her, and I know she'll be thrilled to hear your feedback.
If you need anything else in the future, please don't hesitate to reach out!
Best,
Lorna
Oscar
Oscar was super helpful, dealt with my enquiry promptly and relieved all worries and stress around my bill. He was so knowledgeable and really friendly.
3 July 2025
Unprompted review
Reply from Bristol Water
Thanks for the lovely review, Edie! It's wonderful to know Oscar was so knowledgeable and friendly in assisting you. If there's anything else you need, don't hesitate to reach out to us at 0345 600 3600 (Monday to Friday 8am-6pm, Saturday 9am-1pm). Lorna
I'm try pay bill online and always payment unsuccessful, they even online services is rubbish like them water
Online payment
3 July 2025
Unprompted review
Reply from Bristol Water
Hello Bogdan, thank you for taking the time to leave us a review. I'm sorry that you had trouble making payments online.
I’m glad we had the chance to speak on the phone last week and I can confirm that your Direct Debit is now successfully set up.
If you need any further help, please feel free to call us directly on 0345 600 3 600 (Monday to Friday 8am to 6pm and Saturday 9am to 1pm). Leanne
Name change
I was speaking to an agent Stephen this morning who was super efficient providing gold class customer service. He dealt with my enquiry easily and I was so happy with the service he provided. Excellent!
10 June 2025
Unprompted review
Reply from Bristol Water
Hi Anita,
Thanks so much for your lovely review and kind words! Stephen was thrilled to hear that you felt your experience to be efficient and that he delivered a "gold class customer service."
Please don't hesitate to reach out if you need anything in the future!
Thank you
Lorna
Andy was great!
Andy was great!
I explained I received a letter saying I was in credit and Andy issued a refund, to be with me in 5 working days! Lovely start to the month and a nice interaction with a company who's job it is to take money, yet here I am getting a refund! Woohoo!! Thanks Andy, thanks Bristol Water!
2 June 2025
Unprompted review
Reply from Bristol Water
Hi Joe, thank you for leaving us your review, it’s great to hear that you had such a nice interaction with Andy, and that we were able to contribute to a lovely start to your month. I will pass on your feedback. Please let us know if you have any further queries, we’re happy to help. Lorna
Leak outside our house reported 15th…
Leak outside our house reported 15th May very little response. Sunday we lost pressure and water this was also reported no response. We can hear the leak in our house and the neighbours homes. The water bill continues to go up and the service quality goes down. Absolute disgrace
15 May 2025
Unprompted review
Reply from Bristol Water
Hi Adam,
Thanks for getting in touch and sharing your concerns. We understand how worrying it must be to deal with a worsening leak, especially now that it’s audible and more severe.
As discussed yesterday, we’ve escalated your case and are planning a visit today, barring any unexpected operational issues.
We’ve also emailed you our leakage policy and an allowance form. Once the leak is repaired, you can complete the form for us to review a possible reduction in charges for the lost water.
We’re committed to resolving this quickly and appreciate your patience. If you need anything else, please contact us on 0345 600 3 600 (Mon–Fri 8am–6pm, Sat 9am–1pm).
Lorna.
Reported leak in early Feb and still leaking
So in BW reply closely monitored with no end date or target must surely be outside any allowable parameters in policy or procedure to stop leaks at the earliest , so this could be leaking for significant time unless BW use their powers to do the work and charge back to the owner of the property!!!
When does legislative procedure stop and sense kick in? NO EXCUSES its a leak and i believe has been leaking fir many many months before
In the meantime BW just keep putting our bills up and ignore areas that would assist in saving money
I walk past an area in Milton Road WsM and in February reported to BW a leak somewhat hazardous as icy conditions, BUT as it sits off the path it involves more issues, as to the pavement local authority do not do anything
We are near end April and the leaking still continues and still no repair
THIS IS NOT HELPING OUR BILLS OR ANY CONCERN FOR SAVING WATER
I have escalated previously but still no repair - so why bother lets just keep racking up the monies claimed from our customers
and recently just across the road from this leak is another one actually from the meter area, that might get sorted sometime 🤷
Is it now time to advise Consumer Council for Water? As apparently BW are high on list of best leakage management !🤷 I will give it a few days then raise complaint further as internal BW escalation has failed
10 February 2025
Unprompted review
Reply from Bristol Water
Thank you for taking the time to leave us a review and voicing your concerns about this leak. This leak is being closely monitored and the relevant action in line with our policies and procedures are being followed to ensure this leak is repaired. I want to assure you our teams are working closely together to resolve this matter. The second leak you have reported has been logged with the appropriate team for investigation and repair. If you have any further questions, please don't hesitate to contact us we're always happy to help. Helen
Very impressed with the service I received.
In a world where many companies do not care about giving good service I was very impressed with Bristol Water. My call was answered very quickly. The person I spoke to was extremely knowledgable and helpful.
11 April 2025
Unprompted review
Reply from Bristol Water
Hi Richard, I am so pleased to hear that we were able to help and provide the information you needed. Providing good customer service is very important to us and we love to hear feedback from our customers, so thank you for taking the time to leave us a review! Please let us know if you have any further queries, we are always happy to help. Helen
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