by Megan Darby
South East Water was the worst-performing company for written customer complaints in the sector last year, after a 59 per cent increase on 2010/11.
It had 147.1 complaints per 10,000 customers, according to the Consumer Council for Water’s annual complaints report published this week. That was more than double the level of any other company except United Utilities.
South East Water insisted it was a “blip” and that it expected the results for 2012/13 to continue an improving trend it had been on for the previous three years. A spokeswoman said that there had been a significant rise in requests to have water meters fitted in the first half of the year. The company was delayed in responding to some enquiries, she said, and some were then classified as complaints.
The company was “disappointed” the watchdog had not highlighted its current performance or progress in the number of complaints resolved at first contact.
South East was one of seven companies to receive an increased number of complaints, including Thames Water (13 per cent) and Southern Water (4 per cent).
Overall, complaints to the industry fell by 12 per cent. Welsh Water was the most improved, with a drop of 58 per cent, leaping six places in the water and sewerage company rankings to second. Wessex Water had a 40 per cent reduction and held first place.
This article first appeared in Utility Week’s print edition of 28th September 2012.
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