Water complaints rise in Wales

The Consumer Council for Water revealed today (Tuesday 21 September) that last year complaints to water companies in Wales increased for the fifth year in a row.

Complaints to D?r Cymru Welsh Water rose last year by nearly six per cent, and complaints to Dee Valley Water rose by nearly 44 per cent, while on average across England and Wales, complaints to water companies decreased by 17 per cent.

Diane McCrea, Chair of the Wales committee of the Consumer Council for Water, said: “Water complaints in Wales have risen steadily for over five years, and the two Welsh companies whose customers we represent were last year amongst the poorest performing water companies when it comes to complaints.

“We are also particularly concerned that too many customers in Wales need to contact their company more than once to get a problem resolved. We have pressed both D?r Cymru Welsh Water and Dee Valley Water to improve their complaints handling procedures, and encouraged them to make other changes to turn complaint numbers around. Overall complaint numbers in Wales are far too high and need to be reduced further.

“We will continue to press for improvements and for companies in Wales to put customers’ priorities first and foremost. We are also calling for Ofwat to improve the incentives for all water companies to provide better service.”

Last year the Consumer Council for Water Wales helped customers secure over £1 million in compensation and rebates from water companies in Wales.