SP Group Customer Service Centre

On 10 June 2025, I had an appointment scheduled for a water supply activation. At 11:42am, I received a vague text saying the activation was “unsuccessful” — with no explanation provided. I called the hotline at 12pm and was asked for my “good name” (??) and address. The agent had zero answers and was dismissive and unhelpful.

I called again, spoke to a second agent who promised someone would call me back in 5–10 minutes. That call never came.

Meanwhile, I was frantically trying to find my SP account number on their buggy, counterintuitive app. It took 15 minutes just to locate it — why isn’t it shown clearly?

Third call, third agent: finally someone named Augustine explained that PUB had not approved the activation. He “escalated” it, but could do nothing else. Also tried to placate me with meaningless reassurances — which, frankly, only made things worse.

Let’s be clear: water is not a luxury. It’s a basic necessity. The fact that SP’s system makes it this hard to get it turned on is absurd.

Major issues:
• No proper communication about failed appointments
• Hotline is a maze and agents can’t actually help
• The app is terrible and stressful to use
• Promises of follow-ups that never happen
• Zero accountability across the board

Do better, SP Services. This is not acceptable.

Date of experience: Jun 10, 2025

26th May 2025.
One of the worst run stat. boards in Singapore.
Processes are haphazard & complicated.

The CEO should be sacked!.

Feel free to contact me if you need to know why.

Date of experience: May 26, 2025

Worst energy utility company in Singapore.

Terrible customer service. I called during office hours multiple times for a billing issue, but kept getting redirected to voicemail. After several tries, I finally got through to an agent named Glen who was extremely rude, unhelpful, and even shouted at me. He refused to explain anything I asked.

Also, my friend booked an appointment to activate electricity and water on her move-in day. No one showed up, and later she received a message to reschedule — the next available date was 9 days later. Her family had to live 9 days without electricity and water. Absolutely unacceptable.Can you believe this is Singapore? China even villages energy company are doing much better than this.

Avoid if you can.

Date of experience: Jun 17, 2025

They need a bigger holding area where people can just take queue number and wait for services. Now you need to queue for a while before you can take a queue number. Many are old folks waiting in line. I asked a staff why do we need to queue to take a queue number, and her answer was that they need to control number of people in holding area, which is quite empty when I went in.

The self help lobby is redundant. Whoever can self help there can probably self help on the web. Perhaps a better use of space is to change the self help lobby into a holding area.

Whatever it is, just does not make a lot of sense.

Date of experience: Jun 06, 2025

Absolutely horrendous experience. Just wanted to connect my water and electricity. But I went to toilet and came back they were left without prior notice without call. No confirmation NOTHING ( not even a message). I tried to call their so called “Hot Line” but it was impossible to get connected. First world country with third world country service really. Because of them I couldn’t stay in my apartment and wasted my time energy and money. I went to their customer support center and it looks like this…understaffed

Date of experience: Jun 09, 2025