complaints to Yorkshire Water have increased by over a quarter in just one year.
A survey carried out by the Consumer Council for Water (CCWater) reveals the number of complaints to the utility company has increased by 26.5 per cent.
Over 8,440 complaints were reported during 2011-12 but they rose to 10,677 between 2012-2013.
Yorkshire Water is rated as the second worse performing water company in England and Wales in terms of complaints, according to the survey.
But the utility company claim that the increase in complaints was a result “extreme weather” that led to an increase in sewer flooding.
CCWater’s annual Written Customer Complaints Report has revealed a 7.4 per cent reduction in the number of written complaints made by customers against water companies in England and Wales
CCWater claim that billing and charges remains the biggest area of concern for customers across the country.
And with water price limits for 2015 to 2020 set to be agreed next year, CCWater has warned companies they could face a backlash with customer complaints if they fail to deliver clear value for money.
Tony Smith, chief executive of CCWater, said: “We are concerned the rate at which complaints have fallen has slowed and 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.”
Helen Phillips, Yorkshire Water’s director of customer service, said: “We are not satisfied with the increase in complaints and have made many changes as a result.
“The main reason was that 2012/13 was an awful year for extreme weather events in Yorkshire which led to an increase in sewer flooding incidents of more than 65 per cent.
“This combined with taking over responsibility for another 22,000 kilometres of sewers which are smaller and more prone to flooding meant complaints were understandably higher. We’re investing millions in our sewer network.
“The latest quarter survey from Ofwat put us top of the league for customer satisfaction.”