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South West Water compensates customers for misreporting to Ofwat Ofwat has accepted a legally binding undertaking from South West Water as enforcement action for breaching its licence conditions, failing performance standards and misreporting information to Ofwat. South West informed Ofwat that it had found "anomalies" in its reporting of written email complaints and appointment data. The company compensated those customers directly affected, committed to improving controls to secure compliance and volunteered shareholder money for further customer benefits. These were: * additional support to low income customers and customers in debt * a grant fund to support qualifying customers * accelerating projects to reduce the risk of odour at 10 sites in its area * additional schemes that will reduce the risk of external sewer flooding Ofwat said that the legal undertaking was a "proportionate response" to enforcement in this case. "Ofwat considers that any wider harm as a result of the misreporting in this case was limited. The failures were not systemic, and the company did not benefit from its misreporting," it said. "Ofwat welcome the constructive approach taken by South West, and it's co-operation with Ofwat." South West Water said: "The Section 19 undertaking relates to isolated inconsistencies in the way we dealt with a small number of customer emails and appointments and as a result how we reported on them to Ofwat. "The number of customers affected was limited - less than 0.1% of those we serve - but we apologise for falling short of the high standards our customers expect and we set ourselves. "Our industry regulator Ofwat and the Consumer Council for Water are fully satisfied with the corrective actions we have taken and agree there was never any intention to mislead customers nor has the company benefited financially. They are also applauding our decision to accelerate and expand our programme of customer assistance measures." Source: Utility Week © Faversham House Group Ltd 2010. News articles may be copied or forwarded
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