Published: 17 July 2006
Water companies drown in a flood of complaints.
The number of complaints about water companies received by the Consumer Council for Water (CCWater) totalled 6,274 across England and Wales in the first six months of its existence, according to the organisation's Annual Review, with complaints about billing topping the gripes list.
The figure, gathered between 1 October 2005 and 31 March 2006, represents a 10% increase on the equivalent six months, during the organisation’s predecessor WaterVoice, and comes at a time when water consumption is high on the social agenda.
Whilst there were wide regional variations in complaint trends over the period, the main perpetrators who caused the rise in complaints about identified as United Utilities (with a rise of 42% - serves the North West of England) and Severn Trent Water (with a rise of 54% - serves the Midlands region)
At the other end of the scale, there was a fall in complaints about other water and sewerage companies.
Complaints to CCWater Wessex fell by 32% and complaints to CCWater Thames by 15%.
Dame Yve Buckland, Chair of the Consumer Council for Water, said:
"Although the majority of customers are still satisfied with their water and sewerage services, we are concerned about the significant increase in consumer complaints.
However, we have been working this past year with an industry under pressure."
Commenting on the farcical paradox of drought orders coupled with record profits, Dame Yve added:
"Current drought restrictions, combined with above-inflation price rises, company profit announcements, and a Serious Fraud Office investigations into one water company are causing consumer unease and have brought to the surface a number of lurking negative views of the industry.
From our research we know that consumer trust is getting stretched.
They expect to see companies get their service right first time.
The thousands of complaints and enquiries we receive each year, alongside research, are important in keeping us in touch with consumers' real concerns.
They help us to advocate more effectively for all consumers, and get them a better deal from the water companies."
Complaints were up across a wide range of complaint types, notably complaints about:
· Metered billing - up by 40%.
· Liability for unmetered bills - up 66%
· Delays in connections to the mains - up by 36%
However, complaints about water quality fell by 19%.
Further information
CC Water Annual Review
CC Water
CC Water consumer blog on the current water restrictions
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