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Severn Trent top company for customer complaint reduction

A new report by the Consumer Council for Water, the independent representative of household and business water consumers in England and Wales, has highlighted some top performances by Severn Trent.
The company, which supplies clean and waste water services for eight million people across the Midlands and mid-Wales, was the top water and sewerage company for complaint reduction, with complaints down 27.8% year-on-year in the past 12 months, and total complaints halved between 2011/12 and 2015/16.
Severn Trent also had the largest reduction in internal sewer flooding, which was down 33% year-on-year. The company’s recent interim results also showed that external sewer flooding had also reduced, albeit over a different period.
The report also highlighted that Severn Trent was also one of only seven companies to keep leakage at or below 2011/12 levels in 2015/16. In fact, leakage per property was down 8% over the period.
Leah Fry, head of customer strategy and experience at Severn Trent, said: “We’re heartened by many of the findings of the report but recognise that there’s always more to do for our customers.
“We’ll be continuing to focus our efforts on those areas that matter most to our customers, such as sewer flooding, and are glad to see this emphasis bearing fruit, as highlighted in the report.”
The Water Matters report, which is available at http://www.ccwater.org.uk/wp-content/uploads/2016/06/CCWater-Water-Matters-Report-to-client-FINAL20.pdf, also showed that Severn Trent was one of only four companies to be ahead of the government target for water usage, which is for usage to be 130 litres a day per person.

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