South West Water customers speak out over increase

Disgruntled South West Water (SWW) customers have been speaking out after the utility company announced average customer bills for this year would go up by 28%.

The increase followed the news the £50 government contribution towards SWW customers' bills had also been removed.

Christine from Plymouth said she felt "very angry" her bill had increased because she did not have a water meter, despite being told she was not eligible for one.

A spokesperson for SWW said it understood it was a "difficult time for people" and the company had doubled the amount of support available for customers.

Christine said her water bill had increased from £544.69 last year to £703.88 this year - an uplift of 29%.

She said the reason she was given for the increase was that she did not have a water meter.

"I've requested a water meter and I've been told I cannot have one," she said.

"Yet, all my neighbours in the area have water meters and their bills are £450 on average."

Christine, who described the situation as "daylight robbery", said she had made the "uncomfortable" decision to withhold payments until a fair resolution could be made.

"It's not something I wanted to do but if I just continue and pay the £70.30 a month it's like I'm accepting the higher increase.

"I'm not willing to do that, I'm not refusing to pay for my water, I'm willing to withhold payment until we can reasonably come to an agreement on what is fair for all," she said.

David in Camborne said his SWW bill had gone up by 54% which he described as "absolutely outrageous".

He said: "The only thing that South West Water do for me is provide me with water.

"We're on a septic tank so we don't have the sewerage, so their bill to me went up by 54% and that is absolutely outrageous.

"There is no other company on earth that would get away with increasing their charges to customers by 54% in one year.

"Frankly, they call me a customer but I'm not a customer of South West Water, I'm a victim like everybody else, we've got no choice whatsoever but to use them."

Sandra from Crowlas, near Penzance, said her bill had increased from £518 last year to £720 this year.

She said: "I'd already put into place measures when we were asked to save water last year.

"Trying to cut back on how many times I use the washing machine, cutting back a bit more on how many times I shower, how many times I flush the toilet, where else can you save water?"

Sandra said the situation made her feel "a bit fed up".

"I thought I'd provided for my old age and wouldn't have to live through hard times like I did bringing up my family but that doesn't seem to be the case anymore.

"They're paying massive bonuses to the CEOs and dividends, and we're the ones that are expected to pay for it."

"Bonuses should be paid on good results not bad results," she added.

Joe from Exeter said he received a £500 increase to his bill this year and wanted to put in a water meter.

He said he felt "completely powerless" having repeatedly not heard back from the utility company.

"I have contacted South West Water three separate times, in each case 10 days apart because they say I'll hear back in 10 days.

"I've heard absolutely nothing, not even an acknowledgement."

Joe added: "You just think, well, what do I do now?

"Do I just wait? Am I going to incur these massive bills over a period without any ability to change it?

"Good customer service isn't tough, it's just about making people think that you actually care."

Sarah Williams, chief strategy and regulations officer for SWW, said the company was "doing all we can to answer calls" and had increased its support for customers to £200m.

She said: "We're aware our lines are really busy so I would say sorry to those who are trying to get through but can't.

"We also have our webchat and our whatsapp available as well and those are open until 22:00 BST."

Ms Williams urged people to "keep trying to get in touch with us".

She added SWW had received 8,000 water meter applications since the bill price went up.

"If you find when you're on a water meter your costs are higher, then we have a lowest bill guarantee and we will refund you the difference," she said.

Ms Williams said other options were available to try and reduce bills if the company was unable to fit a water meter.

"We will assess your volume charge, which will mean we can have a look at how many people are living in the property and we can potentially lower your bill by hundreds of pounds.

"Please do still apply for a water meter and then we can help you in that way if you're unable to get one."

The Consumer Council for Water added its advice to anyone considering boycotting their water bill was to continue paying their charges.

It said: "The implications of not doing so can be very damaging for a household.

"Late or missed payments can negatively impact credit ratings, and water companies can take debt recovery action, including court action that may result in additional costs being added."

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