Portsmouth Water receive lowest number of complaints in the Industry

Once again we have received fewer complaints about the service we provide than any other Water Company in England and Wales.

The information supplied from the industry watchdog the Consumer Council for Water (CC Water) annual report, which was published today, shows that our total of 8.7 written complaints per 10,000 customers is the lowest in the industry across England and Wales with the next lowest being Cambridge Water with 10.8 per 10,000 customers. The average for the industry was 33 per 10,000 customers.

Overall 106,196 written complaints were made to water companies across England and Wales in the year to March 2016. We received 275 for the whole year, a fall of 19% from last year.

Having the lowest level of complaints comes on the back of, for the second year running, being ranked the industry leader in the Customer Experience Survey organised by Ofwat, the industry economic regulator. This survey is the leading indicator of service to customers in the industry.

Paul Barfoot, Head of Retail at Portsmouth Water, said: “Whilst accepting one complaint is a complaint too many, I am still really pleased we have the lowest level of complaints in the industry. Our overall record sits impressively above the rest of the industry. We take every complaint very seriously and have a ‘complaints and compliment panel’ that reviews every complaint and compliment received ensuring that we learn the right lessons and always aim to deliver the best customer service possible.”

Neville Smith, Managing Director, said “Our performance in delivering excellence to our customers is testament to our team of dedicated employees who are firmly committed to our vision of delivering excellence to our customers. This excellence is delivered with customers having the lowest bills in England and Wales with an average water bill of £98 against the industry average of £183. We must not, however, rest on our laurels and whilst we are very proud of being the industry leader we are continually looking at ways to improve our service to customers, for example we recently introduced a social tariff for customers that is designed to protect and help the most vulnerable in our society.”

For more information please contact Ian Limb on 02392 499888