Severn Trent complaints on the rise

Complaints made to Severn Trent have risen by five per cent - the second highest increase of all water firms in the country, a new report has revealed.

Figures released show that the company received 18,813 written complaints in 2013/14, up from 17,858 a year earlier.

However, in keeping with national trends, the numbers have reduced greatly in the past four years, down 22 per cent.

In total 123,218 written complaints received by all water companies between April 1 2013 and March 31 this year is the equivalent of more than 300 every day.

More than half were about billing and charges matters, the Consumer Council for Water (CCWater) said.

The total complaints tally fell by 18 per cent compared to 2012/13.

It was the sixth successive year that the number decreased, and the rate of the fall was twice that seen in the previous year.

South South Staffordshire received 1,315 complaints, down from 1,643

Telephone calls about problems also fell, the report said.

Water firms were warned the cost of bills faced by hard-pressed households was still a crucial factor despite improvements.

Tony Smith, chief executive of CCWater, said: "Most water companies have responded well to our challenge to improve performance, with complaints now at their lowest level since we were formed in 2005.

"But affordability remains a huge challenge for the industry, with one in five customers telling us their water bill is not affordable.

"Water companies and the regulator Ofwat must deliver prices for the next five years that customers can afford and find acceptable or risk a backlash from struggling households."

A Severn Trent Water spokeswoman said: "We're committed to the highest standards of customer service and so any rise in the number of complaints is disappointing.

"Overall the number of complaints has fallen by more than 20 per cent over the last three years and we've put a number of measures in place to improve the way we help our customers over the phone and via email.

"The early signs are that this is working, with a 10 per cent reduction in complaints so far this year, compared to last.

"We'll continue to work closely with the Consumer Council for Water to further improve the way we engage with our customers."