Water companies 'failing to address customers’ concerns'

Published On Oct 3, 2024, 1:12 AM

Complaints about water companies have surged by 29% over the last year, with over 7,900 complaints handled by the Consumer Council for Water, indicating issues in customer service, billing disputes, and environmental performance. Thames Water has been identified as the poorest performer, along with Yorkshire Water and Cambridge Water, while Wessex Water and Portsmouth Water excelled. Both Thames and Yorkshire Water are reportedly implementing plans to enhance customer service following criticism. Despite efforts, customer trust remains low, particularly among metered households concerned about billing accuracy. Upcoming regulatory decisions regarding bill increases might further influence customer company perceptions.

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Stock Forecasts

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Negative

With the poor performance of Thames Water and Yorkshire Water highlighted in the article, alongside customer dissatisfaction, these companies may face continued scrutiny and potential regulatory penalties in the near future. Their current initiatives to improve customer service may not be enough to offset the negative investor sentiment, especially if increased complaints lead to a loss of trust and customer attrition.

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Positive

Companies like Wessex Water and Portsmouth Water, which are performing well in terms of customer service and complaint resolution, may represent more stable investments in the current environment. As they continue to maintain customer satisfaction and potentially attract more consumers due to positive perceptions, they may benefit from investment in infrastructure and service improvements.

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Water companies 'failing to address customers’ concerns'

Oct 3, 2024, 1:12 AM

The Consumer Council for Water says it has handled 7,977 complaints in the last year.

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