South West Water – 'errors in its reporting of written complaints'

By PRSD, on Wednesday, March 31, 2010

South West Water has been misreporting written complaints and appointments information, the water regulator Ofwat has discovered.

South West Water, which has the highest water charges in the country, found weaknesses in its systems and processes for recording written complaints, and appointments that led to it misreporting information.

But the company has agreed to sort out the issue, and improve its system and processes, at its shareholders expense. And all will be tickety-boo by March 2011.

How about that for a speedy response.

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PRSD

This came through on the PRSD email:
I flagged up this issue to my MP, and she managed to get explanation from South West Water as follows:

In 2008/09, it was discovered that a number of customer emails had not been properly recorded as written complaints. While we were investigating this issue, concerns also came to light that there may be incomplete information on whether some customer appointments had been kept or not.

We reported these matters to Ofwat and appointed independent accountants to assess the matter and recommend corrective action.

This £2.8 million programme will include:

Additional support to low income customers and customers in debt
A grant fund to support qualifying customers
Accelerating projects to reduce the risk of odour at 10 sites in our area

More schemes that will reduce the risk of external sewer flooding

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