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Complaints about local water company double

October 15, 2010 at 3:01 am

Despite customer complaints about the service provided by Sutton and East Surrey Water company doubling in the last year, bosses at the company deny that the service they are providing is steadily worsening. With the company supplying water to around 270,000 customers, company bosses know that they are required to provide an outstanding service to the consumers they are responsible for, or else risk losing their custom to rival suppliers.

With other rival water companies managing to see the number of complaints they receive dropping, Sutton and East Surrey water company need to ensure that they can begin to improve the service they provide to ensure it is up to the standard of their closest rivals.

However, Customer Services Director Steve George has defended the service provided by Sutton and East Surrey water company, suggesting that the 2007 merger that took place between the two companies had a massive impact on the new structure of the supplier: “We had a massive challenge when two water companies merged to deliver a new in-house customer service centre, and have worked closely with the CCW to continually improve our service to customers since then”.

Whilst this may have been seen as a valid excuse even back in 2009, the fact that nearly three years have passed since the merger means that time is rapidly running out for this excuse to have any real resonance with consumers.

Having said all this, whilst the very notion of complaints doubling initially sounds like an extremely damaging claim, Sutton and East Surrey Water have been quick to suggest that this merely represents the number of complaints rising from 25 to 50, a figure which could surely look far worse in comparison to the number of customers they’re responsible for.

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