Chris Jones of Welsh Water
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Welsh Water bill system change 'led to complaints'

Changes to Welsh Water's billing system led to more than double the amount of people complaining to the firm last year, its chief executive has said.

The 115% rise in written complaints was the biggest among any water company in England and Wales, the Consumer Council for Water (CCWater) found.

Among the issues were more rigorous debt collection, a new billing system and poor communication with some customers from 2015 to 2016.

Chris Jones said the company was working to address the issues which led to the rise.

  • 21 Sep 2016