Thames Water News Update: Worst For Dealing With Customer Complaints

Thames Water Complaint System

Thames Water News Update: Following a recent publication it has become clear that Thames Water have the worst record for responding the customer complaints.

“Thames Water has the worst record of any supplier in the country for handling customer complaints, an official report revealed today.

Only 83.4 per cent of customers were happy with the way Thames handled their first letter or email, making it the only supplier not to hit the 90 per cent target.

There were 32,232 written complaints by Thames Water customers in the year to April 2013, down by 6.5 per cent. This was the highest absolute number for any water company — but measured by complaints per 10,000 connections Thames was only the fourth worst after Southern, Anglian and South East.

Overall there were 150,942 written complaints from customers in England and Wales, down 7.4 per cent, although levels are still higher than they were in 2005. Tony Smith, chief executive of the Consumer Council for Water, which compiled the figures, said: ‘The poorest performers remain too far behind the rest of the industry.’

‘CCWater continues to meet regularly with water companies to put pressure on them to prioritise customer service in order to see their complaint levels drop much further.’

‘We also continue to tell the regulator Ofwat that there needs to be stronger penalties for water companies who are failing to satisfy the expectations of their customers.’

Natalie Beckerman, customer service director for Thames Water, said: ‘We are not yet where we want to be, but we have made major improvements towards getting our customer service and complaint handling in a much better place.’”

One of the worst things for a customer to feel is that their enquiry is not being treated with respect but then when it comes to complaints and a company chooses to, at the worst, ignore the complaint, the customer is likely to lose their patience. Companies must reply to complaints letters, customers are fickle and if they feel their business is not valued with a company they will move elsewhere in the blink of an eye.

For Thames Water to be announced as one of the worst companies for responding to customer complaints that come in letter form is a major problem for them. They are one of the biggest distributors of water in the country let alone the south west and this news will have a big impact upon their reputation.

This article was originally published on and for more information regarding Thames Water and the services they offer, all the relevant contact information can be found at

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