So what is my view of this process, well it took from July to November to resolve which I do think is far too long. At no point has there been any sense of anyone at Welsh Water taking responsibility for the problem and I did have to do much of the pushing to get this resolved. I don’t find that acceptable.

I do still need to find my plumber’s invoice for coming to the cottage to look for internal leaks, as previously Welsh Water suggested I must have a leak. To that end I do hope they will refund that cost.

The amount of my time this has taken to resolve has been excessive and on that basis I am still left feeling that there are huge improvements Welsh Water could take to improve their customer service. As they do not operative in a competitive market I guess investing in proactive customer service is seen as an un-needed expense.

I’m glad this has now been sorted, but ultimately disappointed in the length of time and the amount of work I have had to do to get this matter resolved.

The verdict then: Could do a lot better.

Brushing my teeth this morning I thought the water pressure seemed a bit lame compared to the usual. So I went and checked my new water meter and yeap its leaking. Leaking over a 150 year old wooden floor in my lounge.

So I called customer service was put on hold and then told they couldn’t get through to the contractors out-of-hours service and would I mind calling them direct. Well yes I did mind and after a conversation where my pointing out to the agent that how would they feel if this was happening in their home?

He offered to call me back. Well result so far in that their contractor is coming out today to get it sorted. I do hope I’m not expecting too much, but really I can’t have water dripping on this floor nor should I have to.

I am annoyed at having to push to get action all the time. Remember this simple issue has been going on since July of this year. It really is unacceptable and all I want is to be able to turn a tap on and get water. All I want is a water bill that is correct. All I want is to not have to waste time on this.

After the visit today I shall update.

So lets see what happens between now and mid-November.

So far so good, I’m pleased to say that the people I have been dealing with have all done a great job so far.

In part they will be looking to see if they can site a meter that would not be on a joint supply with my neighbours, if this can’t be done I’m not entirely certain as to what happens next.

And I guess until this all gets sorted there will be no progress on resolving the £540 outstanding on my water statement. By the way this doesn’t take into account any over payment I may have made between April 2008 and September 2009.

Get ready for the next updated on the 18th.

Anyway he is going to speak to “Billing” and the people who installed the meter.

So I’ll give it a week before I contact them to get my bill sorted, this will require an adjustment back to December 2007, and also we’ll need to get the meter removed and/or repositioned.

But great to know that there is no leak and we’ll get the rest sorted. I’ll let you know the outcome.

I’ve very happy today as Welsh Water have called to arrange to come out to the cottage help try and identify where the leak is coming from.

This is an important step in starting to resolve this matter, and I am delighted they will be coming out to see me on Thursday 3rd September.

So my next post will no doubt be on the 3rd.

I really don’t want this to drag out or become a protracted complaint where I have to morph into Mr Angry, but all my instincts are telling me that is what I will have to do. In part I feel like this because having read their complaint procedure on their web site they go to great lengths to encourage you in the first instance to handle things through their contact centre and as we know I’ve not had any joy there.

Ah well I’m just a customer who pays them money so not really important in any way shape or form.