Spike in water company complaints

21 September 2016
Spike in water company complaints

There's a proposed rejigging of the way water companies work, and about time too, as almost half of the firms that provide us with water saw a rise in complaints in 2015/16.

The Consumer Council for Water (CCWater) have said some of the spikes in complaints are 'alarming', and released figures while asking four water companies to report back to them by the end of October, to explain what they're doing to sort this mess out.

The worst offenders are Southern Water, Dwr Cymru Welsh Water, Bournemouth Water and Affinity Water.

It seems the lion's share of complaints are focused on billing and charges, amounting to over 60% of complaints.

Again, we see for a fourth year running, Southern Water performing the worst. Over at Dwr Cymru, they reported over double the amount of complaints when compared to the year before.

Tony Smith, chief executive of the Consumer Council for Water, said: "What is particularly alarming is the very substantial increase in complaints some companies have reported."

"We can't allow the good progress that has been made by the industry in recent years to be reversed. That's why we have asked four of the poorest performing companies to report to us by the end of October on what action they have taken, or are planning to take, to reduce complaints."

What Can I Do If I Want To Complain About My Water Provider?

First off, you need to complain to the water company themselves, and give them a chance to rectify anything they've done wrong.

If you lodge a complaint, and are not happy with the way the water company are dealing with it, and you'd like to escalate it, then you can contact Ofwat, who regulate the water boards.

You can also lodge your complaint with the Consumer Council for Water.

TOPICS:   Complaints   Utilities

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