Southern Water reduces customer complaints by 40% in two years

Southern Water reduces customer complaints by 40% in 2 years and is named one of the UK’s top companies for complaint handling.

Southern Water has today revealed a dramatic improvement in written complaint numbers. Over the last 2 years complaints have plummeted by 40% under a strengthened Executive Team and Board. This builds on a 30% improvement between 2015 and 2016. The company was also the only utility to be named in the top ten for complaint handling by the Institute of Customer Service in July 2019.


Head of Billing and Collections Mark Field said “We are incredibly proud of our achievement as being recognised as one of the Top ten companies by the Institute of Customer Service for complaint handling.

"This is testament to the hard work delivered over the past four years which has focused on improving the customer experience through focusing on proactive customer case management and making improvements across our billing and operational front line service.” 

Southern Water has also helped more than 195,000 customers through schemes and tariffs designed to support those in need at the same time as working more closely with partners to support customers who may find themselves needing some extra support.

Southern Water’s ambitious plan for the next 5 years Water for Life will further reduce customers’ bills and provide more support for vulnerable customers.


Water for Life recognises that water is essential to every aspect of our lives. We drink it, cook with it and use it to clean. It grows the food we need, helps generate the energy we use, and goes into the creation of everything we own. But our water supply faces big challenges. The population of the South East is growing fast, and climate change will bring droughts and more extreme weather. It’s a future of more people needing water and wastewater services, with less water to go around.

Find out more about Southern Water’s plans here; Our-plans-2020-25