Southern Water Services Limited (SWSL) has brought to the attention of its regulator OFWAT certain inconsistencies in its General Levels of Service procedures. These inconsistencies relate to the reporting and handling of response levels to customer enquiries and complaints, and were discovered in the course of a project to install a new customer billing system.

The Company has also spoken to the Serious Fraud Office to see whether or not this would be a suitable matter for them to investigate.

The Board of SWSL has appointed a specialist team from KPMG to investigate these inconsistencies. This investigation will be led by SWSL’s newly-appointed Chief Executive, Les Dawson. The Company will ensure that customers who have been disadvantaged will be reimbursed.

The Company is determined to improve its service to customers. It is for this reason that SWSL immediately alerted the authorities and is acting urgently and in full cooperation with them.