Customer service: Water companies making progress

The performance of water companies continues to improve, Ian Byatt, Director General of the industry watchdog Ofwat, said yesterday.

Companies were measured on how they deal with supply failures, metered bills, response to billing contracts, customer complaints, water pressure and in some cases, sewer flooding. Mr Byatt said: "I am glad to report that the overall performance of the companies continues to improve. This reflects changes in operational procedures and, in relation to pressure problems and sewer flooding, the use of efficiency savings to finance additional investment. For some companies, however, aspects of their service are below that which customers might reasonably expect. In these cases I have asked the company concerned to tell me its plans for improvement. In some cases I have asked the company to set targets for improvements."