UK’s largest provider of water to companies receives 8,000 complaints

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Water Plus, a three way partnership between Severn Trent and United Utilities, has obtained the most important variety of complaints for companies to UK enterprise clients, in line with the Shopper Council for Water.The corporate, which is the most important provider of water to companies together with supermarkets, petrol stations and different retailers, was the topic of 8,211 written complaints from clients up to now yr, extra per buyer than any of its rivals. Complaints about Water Plus rose 25 per cent yr on yr and outstripped these for Fort Water, which companies a lot of the London area and has been one of many worst performers yearly for the reason that market opened, aside from 2018-19 when it was simply famous as a “trigger for concern”.Fort Water recorded 2,970 complaints within the yr to March 31 2022. The corporate operates out of a seventeenth century citadel in Scotland, and gives billing and meter studying for Thames Water’s non-household clients after shopping for the enterprise for £99mn in 2017.The enterprise water market was opened to competitors by the federal government and water regulator Ofwat in 2017 in an try to mimic the power sector, which had liberalised companies within the Nineteen Nineties. Impartial retailers have been licensed to deal with buyer complaints, payments, meter readings and enquiries wherever within the nation, though the water continues to be supplied by the regional water firm.However the complaints — which exclude phone calls — have solid doubt over the market’s success.Total, complaints to enterprise water suppliers have dropped 2 per cent up to now yr however stay nearly 23 per cent increased than earlier than 2017 when the market was first opened to competitors, enabling non-household clients to decide on to obtain their payments from any provider within the nation.Emma Clancy, chief government of CCW, stated: “The water market in England promised to ship increased requirements of service however too many enterprise clients are nonetheless experiencing issues. “Though there are encouraging indicators — significantly the enhancements to grievance dealing with — efficiency throughout the business nonetheless has some technique to go to achieve the degrees seen previous to the introduction of the retail market in 2017.”Jonson Cox, the outgoing chair of Ofwat, who presided over the market reforms, described the opening of the non-household water retail market to competitors as “disappointing” in an interview with the business publication Water Report printed Thursday.Andy Hughes, chief government of Water Plus, stated: “We’re very disenchanted with the variety of complaints and we’ll not cease our efforts with clients, and our further actions, to cut back any areas the place these can happen.”Fort Water didn’t reply to a request for remark by the point of publication.

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