Southern reports complaints down 40%

Southern Water reported on Friday a dramatic improvement in its written complaints performance.

It said complaints had fallen 40% over the past two years, building on a 30% improvement between 2015 and 2016.

It further pointed out it was the only utility to make the top ten for complaint handling by the Institute of Customer Service this summer.

Head of billing and collections Mark Field said of the results: “This is testament to the hard work delivered over the past four years which has focused on improving the customer experience through focussing on proactive customer case management and making improvements across our billing and operational front line service.”