Water Supply: Complaints

Environment Food and Rural Affairs written question – answered on 2nd July 2012.

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Photo of Andrew Turner Andrew Turner Conservative, Isle of Wight

To ask the Secretary of State for Environment, Food and Rural Affairs in how many and what proportion of consumer complaints the Independent Consumer Council for water declined to intervene in the latest period for which figures are available; and for what reasons in each such case.

Photo of Richard Benyon Richard Benyon The Parliamentary Under-Secretary of State for Environment, Food and Rural Affairs

holding answer 28 June 2012

In 2011-12, the Consumer Council for Water (CCWater) received a total of 11,338 complaints about water companies, and dealt with 11,323 (99.87%) of them. Fifteen of those cases (0.13%) fell entirely outside of CCWater's statutory powers to help resolve complaints. The reasons for this were:

five complaints concerned legal issues; four were about damage claims; and six related to non-water industry bodies.

In those cases where CCWater was unable to help, staff gave advice to the customer on alternative avenues of assistance.

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