By Marcus Leach

The Consumer Council for Water (CCWater) revealed today (Tuesday) that customer complaints to water companies in England and Wales are down, however it has also warned that some companies still have a long way to go.

Figures from the 2010/11 report on Complaint Handling in the Water Industry in England and Wales show that overall industry complaints reduced by 4.5 per cent year-on-year, representing the third year of the downward trend following substantial pressure on poor performing companies by CCWater.

United Utilities was the worst performing water and sewerage company handling 39,000 complaints, coupled with a disappointing increase of 6.7 per cent on the previous year. The report also highlights that despite South East Water reducing their numbers by 9.6 per cent they remained the worst performing water—only company with over 8,000 complaints.

“It is good news for many customers that complaint levels are down and overall results look promising," Chair of the Consumer Council for Water, Dame Yve Buckland, said.

"We will continue to exert pressure on those companies who are underperforming until they match the best. CCWater is there to help water customers who have hit a brick wall with their complaint. In four out of five cases we step in to get the company to improve what is has done for the consumer.”

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