Water company complaints rise

Tuesday 9th September 2008

The Consumer Council for Water (CCW) has found three water companies caused an 11 per cent rise in complaints last year.

New billing systems led to a 155 per cent increase in complaints to Southern Water and a 56 per cent rise in complaints to Anglian Water, while South East Water saw complaints rise by 55 per cent.

Complaints to other companies either remained steady or fell, the water watchdog said.

On a more positive note, complaints to Severn Trent Water fell by a third as it began to overcome problems from the year before.

Other water companies continued to receive relatively few complaints, such as Yorkshire Water, Northumbrian Water, Portsmouth Water, Sutton and East Surrey Water, Hartlepool Water, Tendring Hundred Water and Folkestone and Dover Water.

Dame Yve Buckland, chair of the CCW, said: "It is very disappointing that a few water companies are responsible for the overall rise in complaints.

"Without the high increases in complaints to Southern Water, Anglian Water and South East Water, figures for the industry overall would have dropped."

The watchdog said it was "disappointing" that many of the complaints were linked to new billing systems.

CCW points out that Yorkshire Water was able to change their billing system without disrupting customers.

"Just because they cannot choose their water supplier, customers should not have to put up with sub-standard service.

"We will continue to press water and sewerage companies to raise their standards of service, provide clear benefits to consumers and place consumer priorities at the heart of future plans," Dame Yve added.

Last year the CCW helped customers secure £1.76 million in compensation and rebates from water companies.

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