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October 5, 2018

Portsmouth Water receive lowest number of complaints in the Industry

For year ending 31st March 2018 we have received fewer complaints about the service we provide than any otherWater Company in England and Wales.

The information supplied from the industry watchdog, the Consumer Council forWater (CC Water) Annual Report which was published today, shows that our total of 10.3 written complaints per 10,000 customers is the lowest in the industry across England andWales, the average for the industry was 23 per 10,000 customers.

Overall 69,324 written complaints were made to water companies across England and Wales in the year to March 2018. We received 310 for the whole year, a fall of 19% from last year.

Having the lowest level of complaints comes soon after being awarded the nationally recognised prestigious “ServiceMark” accreditation from The Institute of Customer Service.

Paul Barfoot, Head of Retail at Portsmouth Water, said: “Whilst accepting one complaint is a complaint too many, I am still really pleased we have the lowest level of complaints in the industry. Our overall record sits impressively above the rest of the industry. We take every complaint very seriously and have a ‘complaints and compliment panel’ that reviews every complaint and compliment received ensuring that we learn the right lessons and always aim to deliver the best customer service possible.”

Neville Smith, Managing Director, said “Our performance in delivering excellence to our customers is testament to our team of dedicated staff who are firmly committed to our vision of delivering excellence to our customers. But like everything, we have to keep on improving as customer expectations are increasing every day and we have to make sure we are ahead of the game in meeting these expectations.”

For more information please contact Ian Limb on 02392 499888.

For more information on the performance of the water industry please visit www.discoverwater.co.uk

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