Water Consumers Continue To Have Their Say
Wednesday 1 February 2012
Water consumers continue to have their say as the Consumer Council’s new report shows. The report “Tapping into Consumer Views on Water – Update Report” looks at the services delivered by Northern Ireland Water (NI Water) and how these have been improved by implementing consumers’ recommendations.
Antoinette McKeown, Chief Executive of the Consumer Council explains: “This report shows the improvements made to the services provided by NI Water. When we made our recommendations we promised consumers that we would act on what they told us. This report is evidence of this; but more importantly it is evidence of how only by listening to consumers and putting their concerns and needs at the centre of our public services can we improve them in a way that delivers for consumers.”
“Improvements are still needed. We need to identify and look at problem ‘hotspots’ be they for water quality, low pressure or flooding and work to find solutions. We will continue to listen to what consumers have to say and will work with NI Water to ensure everyone is receiving the best possible service”.
The report details the improvements that have been made and how these have benefited consumers against each recommendation in the Consumer Council’s 2009 report. The improvements include:
- reducing sewer flooding;
- faster clearances of blocked sewers;
- fewer households with low water pressure;
- fewer interruptions to supply;
- improving complaint handling and resolution;
- improved customer service;
- clearer and more understandable information;
- improved supplies of alternative drinking water; and
- significant advances in the free extra services provided to vulnerable consumers on NI Water’s Customer Care Register.
Continuing Antoinette said: “Consumers must have confidence in their public services as well as the organisations entrusted to provide them. As well as summing up the work done the report will help build consumer confidence in those charged with delivering and improving their water and sewerage services as they know that the Consumer Council is acting on what they told us. We will continue to listen to consumers and represent their views strongly”.
ENDS
- Consumer Council media contact: Pauline Gordon, telephone, 028 9067 48013 or 079 0997 2704 or e-mail, pgordon@consumercouncil.org.uk
- The Consumer Council is an independent consumer organisation, working to bring about change to benefit Northern Ireland’s consumers. The Council campaigns for high standards of service and protection and a fair deal for all. It also carries out research, gives advice and publishes reports and other publications. It deals with individual complaints about buses, trains, planes, ferries, natural gas, electricity, coal and water.
3. For more information, visit our website at www.consumercouncil.org.uk
Notes to Editor
A copy of the Consumer Council’s report – ‘Tapping Into Consumer Views on Water – Update Report’ can be downloaded at www.consumercouncil.org.uk/publications or you can request a copy by telephoning 0800 121 6022.
In March 2009 the Consumer Council produced a report ‘Tapping into Consumer Views on Water’ with 24 specific and six high level recommendations. Originally planned as a two year update, the update report was postponed due to the water crisis of Winter 2010/11. Our substitute report, ‘Left High and Dry’, detailed consumers’ experiences of that crisis.
Related Documents
- Tapping into Consumer Views on Water 'Update Report' - 672.6KB PDF Document
