Complaints about South West Water are down by 25 per cent
COMPLAINTS about South West Water have fallen by up to 25 per cent, said consumer watchdogs.
South West Water and The Consumer Council for Water both said written complaints, including emails, faxes and letters, in 2011/12 were 25 per cent lower than in 2010/11 and less than half the number received in 2007/08.
And telephone complaints had reduced by 14 per cent in the same period, 2010/2011.
South West Water said they were "pleased" as the number of complaints from customers about the company has fallen for the fourth year running.
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The report, issued yesterday by the Consumer Council for Water, said 95 per cent of customers' complaints were resolved first time – making South West Water one of the best-performing water and sewerage companies in the country.
Customer Relations Director Monica Read said: "This is great news for South West Water – and, of course, our customers.
"We have been putting a lot of effort into tackling issues that can lead to complaints and working hard to resolve the complaints we do receive quickly.
"We are particularly pleased that the Consumer Council for Water has acknowledged that we are building on previous years' improvements and our continuing determination to drive complaint numbers down.
"This represents a lot of hard work by our staff, all of whom are committed to providing first-class service and excellent value for money to our customers."
The company says it has invested in new technology to ensure the effective management and speedy resolution of customer enquiries, as well as improving online account service.
Customers also had real-time information about the status of leaks and maintenance work in their area at www.southwestwater.co.uk/waterlive.
The publication of the Consumer Council for Water's report, Written Complaint Handling in the Water Industry, wraps up a good year for South West Water. Highlights include:
All-time high tap water quality
No water restrictions for the sixteenth consecutive summer
Industry-leading leakage record – target met for thirteenth consecutive year
Industry awards for BeachLive (www.beachlive.co.uk) and Upstream Thinking
Record number of bathing waters (95.1%) hitting the EU's highest standards