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19/07/2006
Water company to face fines over customer service
Thames Water could face hefty fines from UK water regulator Ofwat for failing to meet adequate levels of customer service.
The firm stands to receive fines of up to £140m for irregularities in records relating to consumer standards, which means the company has failed to reach regulatory standards.
The errors, which were reported to Ofwat earlier this year, have come to light a fortnight after Thames Water escaped a penalty for not meeting annual targets to reduce water leakage. The company, which recently reported a 31% increase in profits and bonuses for some executives, instead pledged to invest an extra £150m over the next five years to replace aging parts of the pipe network.
Speaking in response to the development, Philip Fletcher, chairman of the Water Services Regulation Authority, stated: "From the evidence we have seen it is clear that Thames Water has failed to meet performance standards.
“The failures were within the company's control, and some customers have not received the standard of service to which they are entitled. As a result, customers' interests have been damaged."
Ofwat is currently carrying out a thorough examination of Thames Water's customer service performance, and it is thought that Thames Water will move to reimburse householders who have been affected by any mishandling of their bills. Accountancy firm Ernst and Young will also carry out an independent review of the situation, before Ofwat announces the level of the fines.
(CL)
The firm stands to receive fines of up to £140m for irregularities in records relating to consumer standards, which means the company has failed to reach regulatory standards.
The errors, which were reported to Ofwat earlier this year, have come to light a fortnight after Thames Water escaped a penalty for not meeting annual targets to reduce water leakage. The company, which recently reported a 31% increase in profits and bonuses for some executives, instead pledged to invest an extra £150m over the next five years to replace aging parts of the pipe network.
Speaking in response to the development, Philip Fletcher, chairman of the Water Services Regulation Authority, stated: "From the evidence we have seen it is clear that Thames Water has failed to meet performance standards.
“The failures were within the company's control, and some customers have not received the standard of service to which they are entitled. As a result, customers' interests have been damaged."
Ofwat is currently carrying out a thorough examination of Thames Water's customer service performance, and it is thought that Thames Water will move to reimburse householders who have been affected by any mishandling of their bills. Accountancy firm Ernst and Young will also carry out an independent review of the situation, before Ofwat announces the level of the fines.
(CL)
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Northern Ireland WeatherToday:After a dry start this morning rain will spread from the northwest across all parts. This afternoon will be dull with some patchy rain and drizzle. Becoming much milder through the afternoon. Maximum temperature 11 °C.Tonight:A cloudy evening and night with a little light rain or drizzle, perhaps some clear periods developing along the east coast. A very mild night everywhere. Minimum temperature 10 °C.
