Had cause to call the emergency number late Sunday afternoon as there was a water leak coming through kitchen ceiling. Given the choice of finding a plumber ourselves or waiting for Nationwide to do so. We were advised this could be 4-6 hours. As it was Sunday decided to let Nationwide sort it out as there was no guarantee we would get anyone any quicker- that was a big mistake. Received a text to say a plumber had been allocated the work and would be in touch. Water still filling buckets overnight and into Monday. Plumber finally arrived Monday AM and carried out repair, only for one of the joints to start leaking within 1/2 hr of job being done. Assessor came out to inspect the damage caused by original leak and advised we get the original plumber out to correct the repair. Back on to Nationwide to be told in a curt manner we had dialed the wrong number. In fact we had not, the correct number was diverting internally, so passed from one person to another. Finally told we could not be connected to the appropriate department, but they would be contacted by email on our behalf and they would phone us. No one called. Phoned the correct number on Thursday, to be told yet again we had dialed the wrong number, until we read it back, and had it confirmed that we had in fact dialed the correct number and there was still a fault with the line. Finally spoke to someone around lunchtime who said they would take personal responsibility for getting a plumber back out to the job. 1900 hrs Thurs 15th March - still waiting, and still dripping. There has been a totally apathetic approach to our problem, the phone manner has generally been abrupt and implied we are in the wrong when calling although when checked with Nationwide we have in fact always dialed the right number. Customer service is very, very poor with no empathy for the situation being experienced.
Reviewed on: 15th March 2018
