Sep 24, 2020

Thames Water suffers surge in written complaints

Thames Water, which supplies 15m people in London and the south-east, has suffered a surge in written complaints, making it England's worst-performing water company for the second year in a row. Across the industry, household written complaints reached their highest level in four years at 84,649, according to the annual report from the Consumer Council for Water. Nearly two-thirds of all complaints relate to billing and charges, including 24,100 complaints to Thames Water, the largest supplier of water and sewage services in England. Thames was also the worst performer for complaints over water supply, receiving 67 per cent more complaints per 10,000 connections than the next worst performing company. Although the vast majority of complaints are made by telephone, the watchdog said its focus on written complaints was justified as it indicates a degree of seriousness.

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