Bristol Water is a utility company dedicated to supplying clean and fresh drinking water to approximately 1.2 million residents in Bristol and the surrounding areas. The company emphasizes the importance of water conservation and offers a variety of resources to help customers manage their water usage effectively throughout the year. In addition to providing essential water services, Bristol Water is committed to customer support, offering assistance with billing, water meters, and home moving services. The company also has a range of plans designed to aid customers facing financial difficulties, ensuring that everyone has access to safe drinking water. Furthermore, Bristol Water prioritizes those with additional needs, offering services such as priority repairs and tailored billing formats.
Bristol Water receives high praise for its customer service, with many reviewers highlighting the helpfulness and professionalism of staff like Oscar, Jackie, and Karen. Customers appreciate the prompt responses to inquiries and the friendly demeanor of the agents, which contribute to a positive experience.
However, there are significant concerns regarding the handling of leaks and water supply issues. Multiple reviewers report delays in addressing leaks, with some experiencing prolonged periods without water and vague communication during emergencies. Additionally, complaints about online payment difficulties and unexpected bill increases add to the frustration for some customers. Overall, while Bristol Water excels in customer service, the inconsistency in addressing critical infrastructure issues detracts from the overall experience.
Summary generated with AI from recent reviews
Each source counts by its number of reviews. Only reviews written by people are scored.
| Source | Rating | Reviews | Weight | 6-mo | Fake risk |
|---|---|---|---|---|---|
Trustpilot Imported Trustpilot reviews | 4.4 | 96 | 100% | -0.5 | ● Low |
Monthly average rating from reviews written by people · latest review Jul 2025.
| Month | Average | Reviews |
|---|---|---|
| Aug 24 | 5.0 | 1 |
| Sep 24 | 5.0 | 3 |
| Oct 24 | 3.0 | 2 |
| Nov 24 | 5.0 | 1 |
| Dec 24 | 3.0 | 2 |
| Jan 25 | 4.0 | 4 |
| Feb 25 | 5.0 | 1 |
| Mar 25 | 4.0 | 4 |
| Apr 25 | 3.0 | 2 |
| May 25 | 2.5 | 2 |
| Jun 25 | 5.0 | 2 |
| Jul 25 | 3.0 | 4 |
Share of positive (4–5★) and negative (1–2★) reviews mentioning each topic · based on the 96 most recent reviews.
“I was speaking to an agent Stephen this morning who was super efficient providing gold class customer service”
“Online payment”
Same method for every company: overall rating, legitimacy checks, the average rating of reviews mentioning each area and the 6-month trend · Water Services.
| Company | Overall | Legit | Service | Delivery | Website & app | Trend | Reviews |
|---|---|---|---|---|---|---|---|
 | 4.4 out of 5 (good) | 100 out of 100 | 4.8 out of 5 (good) | 4.3 out of 5 (good) | 3.4 out of 5 (fair) | −12% | 96 |
| 4.5 out of 5 (good) | 100 out of 100 | 4.8 out of 5 (good) | 4.7 out of 5 (good) | 4.7 out of 5 (good) | — | 1,000 | |
| 1.5 out of 5 (poor) | 100 out of 100 | 1.8 out of 5 (poor) | — | 1.3 out of 5 (poor) | — | 40 | |
| 4.4 out of 5 (good) | 100 out of 100 | 4.6 out of 5 (good) | — | 3.6 out of 5 (good) | — | 1,000 | |
| 4.4 out of 5 (good) | 100 out of 100 | 4.5 out of 5 (good) | — | 4.4 out of 5 (good) | — | 999 |
Bottom line: Bristol Water is #3 of 5 on overall rating in this group. On website & app, Wessex Water scores higher (4.7 vs 3.4).
96 reviews of Bristol Water. Filter by what matters to you.
Over a year ago
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.
Over a year ago
Jackie at Bristol Water on 3/7/2025 who answered the phone was absolutely fantastic in every way. I had a new water meter 1 week ago and I didn't really know how to read it properly to see how much my... See more
Over a year ago
Online payment
Anyone can write a CrowdTrust review. People who write reviews have ownership to edit or delete them at any time, and they'll be displayed as long as an account is active.
Loss of water in BS20, updates vague and unhelpful on one of the hottest days of the year, especially for priority vulnerable customers. Complete lack of oversight and control of your network and resolving serious issues.
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.
Jackie at Bristol Water on 3/7/2025 who answered the phone was absolutely fantastic in every way. I had a new water meter 1 week ago and I didn't really know how to read it properly to see how much my water usage was costing me etc Jackie who was very knowledgeable ,polite,helpful,and friendly ,explained everything I needed to know. I wish there were more people like Jackie answering the phones in other public services. Thank you Jackie
Online payment
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!
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!
my water metres are now fitted plumber did a good job thank you Bristol water, hears to the future
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
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
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.
I just called and spoke to the delightful Karen. She was not only very professional but we also managed a laugh while setting up the account. She was knowledgable and polite. TBH anyone who laughs at my little jokes is 5 stars. Thank you for the service.
I was put through to Nadine at Bristol Water and she was so friendly, went out of her way to support me with my query and it was resolved so easily. I felt very reassured, she was sympathetic and so kind. Everyone I have spoken to at Bristol / Wessex water over time are always really polite and kind. Some places don’t show sympathy at all. They definitely have the customer at the forefront of their mind! You cannot fault them.
Bill arrived with an extra £10.15 per month increase. Extreme to say the least especially with hard tap water, that effect taps, kettles etc, also unsuitable for drinking tastes vile, I have always bought bottled water & will continue to do so. Don’t bother ringing the struggling to pay your bills telephone number to ask if they can do as other companies do & pay your monthly direct debit over 12 months which is normal as opposed to their 10 months, as all they will advise you is that’s not possible unless you have a water meter installed, absolute nonsense & a complete rip off rise of £101.50 per year increase & NO I don’t want a water meter.
I just switched to Meter Billing and I rang the Billing Department to query about my direct debit situation. Cher, the customer adviser was patient and thorough with her information and advice. Her professional approach made me feel that I was actually a valued customer. Well done Cher!
Great call handlers very polite and helped me when moving to a property without a water meter. Then had a lovely engineer come out who helped us.
Ref/3019307. What a lovely lovely smiley happy lad RHYS was this morning. He fitted a water meter to my property quick efficient clean tidy couldn’t have asked for a better lad. And not forgetting Tom who did the initial survey too. He too was a lovely happy lad. Thank you both hope you both get a pat on the back from your superviser/manager👏👍🏼 Take care both of you.
Stephen was very helpful with a bill query. Many thanks
We notified them of a leak outside our property that was flooding the road and path. They came and inspected a few days later and informed us work would start the next day, this didn't happen for several more days. The work progress was very slow, left the road and my driveway in a right mess with the path badly repaired and the turf in a right state.
Hannah was lovely.... she was extremely helpful when I called to swap my water billing over to my new home, she made the experience easier than I expected :)
Bristol Water is a utility company dedicated to supplying clean and fresh drinking water to approximately 1.2 million residents in Bristol and the surrounding areas. The company emphasizes the importance of water conservation and offers a variety of resources to help customers manage their water usage effectively throughout the year. In addition to providing essential water services, Bristol Water is committed to customer support, offering assistance with billing, water meters, and home moving services. The company also has a range of plans designed to aid customers facing financial difficulties, ensuring that everyone has access to safe drinking water. Furthermore, Bristol Water prioritizes those with additional needs, offering services such as priority repairs and tailored billing formats.
This profile hasn't been claimed by the business owner.
