Complaints about water supply connections increased

A Consumer Council for Water report reveals complaints about Anglian Water rose 31.5% from 365 to 480. The firm blamed computer problems for the rise.

Complaints from Essex and Suffolk Water customers were up by 20% from 81 to 97 and those against Cambridge Water rose from 7 to 13.

Tendring Hundred Water dealt with fewer complaints; they dropped from 7 to 6.

Anglian Water customers were incensed about new water connections and metered billing while the increase in complaints from Essex and Suffolk Water customers were about charges and administration.

We are very concerned at the increase in complaints and we are working with the water companies to sort out the reason for the increase Catherine Harvey

Anglian Water said they had introduced a computer system for connecting premises in new developments and this had had teething troubles.

A spokeswoman said: "We made alterations and the numbers of complaints dropped dramatically.

"Historically our metered supply customers have complained about levels of consumption, estimates, calculations and other items on their bills.

"About 58% of our 4m customers have meters and the complaints are a very small proportion of this.

"These complaints, especially those questioning consumption levels, sometimes bring to light possible leaks and so are useful to us."

Catherine Harvey, chairman of the Consumer Council for Water Eastern, said: "We are very concerned at the increase in complaints and we are working with the water companies to sort out the reason for the increase.

"We are also lobbying for complaints to be resolved as quickly as possible as we believe that lengthy delays only add to the customer's frustration and dissatisfaction.