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  • Complaints fall as customer service celebrated

    This week is National Customer Service Week, and we are flying the flag for the rest of the industry when it comes to keeping complaints to a minimum.

    Almost 20% fewer customers made written complaints to us in 2015/16 than the previous year, according to figures compiled by the Consumer Council for Water (CCWater).

    Institute of Customer service - Customer service week

    The watchdog has revealed that 10 out of 21 water companies in England and Wales saw increases in written customer complaints in 2015/16, with some reporting substantial rises. 

    But it was a very different story for us, as we recorded a 19% reduction and received the fewest complaints overall among water and sewerage firms.

    A CCWater spokesman said: "Wessex Water's consistent improvement has put it way ahead of the rest of the field and it leads the way in customer service."

    Andy Pymer, managing director of Wessex Water Services, said: "We're extremely proud of our record when it comes to customer service - in August we topped Ofwat's customer service league table for water and sewerage companies for a sixth successive year.

    "The CCWater figures represent another fantastic achievement, but I know such excellent industry-leading figures can only be achieved with constant hard work and new ideas from our staff. I'd like to say a huge thank you to them."

    The overall number of written complaints to the industry fell marginally by 0.5 percent. Numbers dropped from 106,693 to 106,196 - the eighth successive year in which there has been a reduction. 

    Telephone calls made by customers to water companies to resolve problems also continued to fall.

    Customer Service Week has been organised by the National Institute of Customer Service and is designed to raise awareness of customer service and the vital role it plays in successful business practice and the growth of the UK economy.


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