THE Consumer Council for Water has welcomed the latest reduction in written complaints made by customers to Southern Water after the company was challenged to improve its performance.
Figures reported to CCWater by Southern Water reveal a 53% reduction in the number of written complaints the company received between October and December 2016, compared to the same period in 2015.
The company came under increased pressure from the consumer watchdog to turn around its performance after being named the worst performing water company for written complaints in CCWater’s annual complaints report for 2015/161.
Southern Water responded by creating a team that contacts customers about to receive a larger bill than usual. This may reveal leaks on customers’ supply pipes or their increased use of water for medical reasons.
Sir Tony Redmond, CCWater’s London and South East Chair, said: “We are pleased that Southern Water does appear to be turning the tide and the action it has taken is beginning to make a marked difference.”
Southern has been asked to provide CCWater with another update at the end of April 2017 on its complaint-handling to ensure it is continuing to improve.
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