Scottish Water
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Absolutely awful communication and service. Misled, let down, and frustrated.
I contacted Scottish Water coming up on 3 days ago to report that I had discovered a slab located at my property had lifted up with what looked like sewerage or similar matter spilling out and onto my communal path which is mine and my neighbour only point of access to our homes. I spoke an advisor and he confirmed to me it was the responsibility of Scottish Water and that he had raised a case and that it was the aim of Scottish Water to attend to the matter within 24 hours. (In the interest of fairness I appreciate that I was advised that this was an aim and not a guarantee). I was also asked to submit photographs of the issue which I agreed to do so. I re-contacted Scottish Water Friday to ask if there was any form of update on an operative attending my property. I spoke to a female this time who advised me that I had been booked in for the following day (Saturday) to which I challenged this and asked if it could be attended sooner as it had gotten worse and the issue is located at two separate households only point of access to their properties. The female stated to me similar to “I have looked at the photo and it doesn’t look that bad” I can’t begin to explain how infuriating this remark was. It should not matter how bad the photo looks, absolutely no one should have to put up with human waster spilling out from drainage systems at their home. This comment felt dismissive and disrespectful. I explained to the female that the matter had gotten worse and was asked to submit more photos to which I agreed again. The female told me she would ask the dispatch team if they could attend any sooner however I never heard back from anyone at Scottish Water following this up. A couple of hours later I phoned Scottish Water again, after I received no form of update on my case. I explained to a gentleman on the phone that I had been told that operatives would be attending my property on the following day (Saturday) to which he stated he did not know why I was told this as I was booked in to have my issue attended Friday afternoon and was advised by the gentleman not to worry as they would be attending soon. Yesterday evening I received a text message confirming that an operative was approximately 20 minutes away from my property and was provided with a link to track the progress of the operative. I continued to track the progress as I was away from home and observed it to say “Tracking has now ended”. Given what I was told previously I assumed this meant that the operative was in attendance at my property. I came home later in the evening to find that no one had attended my property and that the issue was still there. I had received absolutely no contact from anyone whatsoever at Scottish Water about why this issue wasn’t attended. I decided to contact Scottish Water again when I was connected with a Gentleman who advised me that the operative had been diverted to a more pressing matter which I do understand is out of their control. HOWEVER, I received absolutely nothing in regard to communication or updates to let me know this had happened which is totally unprofessional, unacceptable and unfair as myself, and my neighbours as we have all been expecting Scottish Water to attend and help us with the issue like they said they would! The gentleman profusely apologised for the lack of communication and stated that he would ensure the case if progressed for his next shift and actioned as early as possible. Today I contacted Scottish Water once again after receiving absolutely no communications or updates from anyone whatsoever to find out what was going on. I was told by a gentleman that again operatives had been diverted and would not be attending my property until tomorrow (Sunday - 4 days after initial report) I requested to speak with a manager as I felt completely and utterly let down and misled by the staff I had spoken to. The manager said that she would contact me with an update about an operative who was currently in the Perth area to see if he could attend however once again I received absolutely no updates despite being told I would be given one. Overall my experience has been absolutely awful. To summarise, I along with my neighbours will have had to endure spilled sewerage at our only point of access to our homes for what will be FOUR days tomorrow following absolutely zero updates or communications from anyone whatsoever at Scottish Water. It is in my opinion, completely unfair that we have been left to deal with this for this long given that Scottish Waters aim is to attend within 24 hours.