Anglian Water: The Redemption

This is a follow up to my previous post regarding Anglian Water. If you haven’t read this post please do so before reading on.

The story continued
After tweeting my original rant on the issue with my water supply I was contacted by Martin from Anglian Water via Twitter. A thoroughly nice chap; he was appalled to hear about the issues I had been having and straight away apologised on behalf of the company, and assured me he would look into it.

Which he did.

I previously had a survey scheduled for the 17th of July (which, in my last post I mistook for a meter installation) to determine the appropriate course of action. Upon speaking to Martin I learned that usually you could wait for many days after a survey before actually getting a plumber out to install the meter. As it was pretty obvious to all what needed doing, Martin kindly scheduled a plumber for the same afternoon who would arrive shortly after the surveyor had left.

The 17th
The surveyor arrived promptly in the morning and funnily enough, happened to be the same surveyor who correctly suggested internal water meters 22 months ago (What are the odds?). The plumber turned up in the afternoon and fitted two meters to the property due to there being a second water supply in the outhouse.

Throughout the course of the day I was contacted at least three times by Martin to ensure that everything was going smoothly which to be honest I found most impressive. He even went to the trouble of texting after business hours to ensure everything had gone ok. Excellent customer service.

The Result
After waiting for 1 week and providing Martin with two meter readings (from both meters) he was able to accurately calculate how much we were owed in the form of a rebate and also gave me £50 credit on the account as a way of apology for the general mix up. Great result and a fair peace offering by my account.

By the end of the following week the rebate (a little over £300) had been automatically paid into my account, again with various calls/texts from Martin ensuring everything had gone through ok.

The conclusion
I am really very impressed with the way Anglian water have handled this issue. Fair enough the problem was their fault and to begin with. They weren’t exactly in a rush to get the ball rolling but once I had spoken with Martin I really felt like someone was fighting my corner and trying to resolve the issue as quickly as possible. I am pretty sure getting a plumber out on the same day as a surveyor is unheard of, meaning he certainly pulled some strings for me at the office to get it rushed through.

So Anglian Water, you have officially redeemed yourselves. Perhaps there is hope for the world of customer service yet.

Special thanks to Martin for a genuine Sterling Effort, as well as a friendly surveyor and plumber.

Tagged anglian water, bill, redemption