A consumer group has called on water providers to take heed of customer complaints, after it was revealed that the overall number of complaints had fallen.
According to the latest figures, there was a year-on-year decline of almost 12 per cent in the number of written complaints to water companies in England and Wales in the period from from March 2011 to March 2012. However, the Consumer Council for Water (CCW) believes more can be done.
“Customer complaints have been decreasing since [we] started putting pressure on water companies,” said CCW chief executive Tony Smith. “However there are still some that need to take action to address their high complaint levels. Companies must not rest on their laurels and assume they can get away with delivering a poor service.”
Complaints in south-east England bucked the national trend and recorded a sharp increase, with Thames Water seeing a 13 per cent rise and Southern Water posting a four per cent increase.
The most improved company was Dwr Cymru Water, which saw a 58 per cent fall in the number the number of complaints received.