9 September 2008
A record number of water customers have made complaints about their providers over the last year, according to a report from the Consumer Council for Water. The industry watchdog said 273,000 complaints were made during the 12 months to April 2008, an 11% increase on the previous year. Billing and charges accounted for the majority of complaints, while Southern Water, Anglian Water and South East Water appeared to have the most disgruntled customers. Indeed, complaints about these three water providers increased 155%, 56% and 55% respectively, according to the report. Dame Yve Buckland, chair of the Consumer Council for Water, said the rise in complaints had been "heavily influenced" by new billing systems being introduced by individual water companies. "Billing system problems take a long time to put right. It would be in the companies' best interest to work together, learn from each other's mistakes and replicate the systems that do work," she remarked. Last month, a large number of water companies announced increases in their charges, insisting their moves were necessary to invest in improved services for customers.
© 2008 Adfero Ltd
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