South-West Water (SWW) has been rated poor by the water industry watchdog, over the number of household complaints and the company’s handling of them.
“It’s really disappointing,” said Catherine Jones from the Consumer Council for Water (CCW), which represents the views of water customers in England and Wales and carried out the research.
It comes after the utility company announced average customer bills for this year would go up by 28%. SWW said it is “doing everything it can
The CCW report, external – which reviewed household customer complaint handling by all water companies from April 2024 to March 2025 – highlights that SWW received fewer complaints from its household customers than in the previous year.
However, as other companies saw a greater decline in complaints, SWW was moved into the “poor performer” band.
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