HOUSEHOLDERS, angered by basic administration errors, unreturned calls and missed appointments were among more than 1,000 complaints received by North West Water last year.

The number of unhappy customers, which has risen by 16 per cent compared to the year before, is highlighted by water watchdog Ofwat, in the latest North West customer service Committee report.

In Representing Water Customers, Ofwat criticises the number of complaints received about simple problems in 1998-99. CSC chairman Maurice Terry, said: "These are simple problems that should be dealt with correctly and adequately within North West Water without the need for the CSC to be involved."

The report also highlights the fact the number of calls relating to bills generated more complaints than anything else.

Ofwat is currently in the process of reviewing price limits that will apply from the year 2000 and has called for stability in investment programmes to minimise the impact on householder's bills. Mr Terry went on: "Customers have told us that they want environmental improvements but at a pace that makes economic sense and has a sensible impact on price. We have argued this point vigorously and will continue to do so."

North West Water's head of customer services John Monaghan, said many of the increased number of complaints were due to teething problems with a new billing system introduced at the beginning of the year.

"We have since corrected faults on the system and have reported back to Ofwat that the situation is resolved.

"We recognise there are areas where we need to make improvement and are constantly reviewing our performance and introducing new initiatives to improve our service."

"We are also concerned about the impact investment will have on customers' bills and are pushing for the programme to be carried out at a measured pace to minimise the impact."

Converted for the new archive on 14 July 2000. Some images and formatting may have been lost in the conversion.