13 July 2006
Customer complaints against water companies in England and Wales have risen by 11% over the last financial year, according to the industry's watchdog.
The Consumer Council for Water (CCWater), which replaced the independent watchdog Water Voice in October, said that along with its predecessor it had received 12,359 complaints in the 2005/06 financial year.
Un-metered bills were the most common cause of complaint, with 66% more consumers protesting about them compared to the previous year. Complaints about metered bills were up 40%.
The company that sparked the biggest increase in complaints against it was Severn Trent Water. CCWater received 1,164 complaints about the firm in the six months to March 31st, a 54% rise on the previous year.
Although customers made 4.5% fewer complaints about other water companies during the six month period, CCWater said that the overall increase in consumer objections was of concern.
"From our research we know that consumer trust is getting stretched," said the chairman of CCWater Dame, Yve Buckland.
"They expect to see service improvements and reliable supply alongside returns to shareholders."
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