A WATER company which serves Worcester has seen the number of complaints it receives drop by 28 per cent over the last year.

Severn Trent Water has been praised by the Consumer Council for Water (CCW), and is now the second-best performing water and sewerage company in England and Wales.

Leah Fry, head of customer experience at Severn Trent, said: "We've worked really hard to embed customers at the heart of our business and I think that is reflected in the year on year reduction of customer complaints, which are down 28 per cent from 2015.

"This is testament to the hard work our teams have put into improving the service we provide our customers.

"We’ve changed and improved our processes, and trained and up-skilled our front line staff so they're able to resolve customers' issues first time.

"In addition, we've opened up more channels of communication so our customers can contact us when and how they want to. We have a whole team of staff on Twitter 24/7 and our use of live web chat is increasing day on day."

Professor Bernard Crump, central and eastern chair for the CCW, said: "What is most pleasing is that Severn Trent Water has maintained a downward trend in complaints over several years. That shows a commitment to keep improving their services for customers and resolve problems quickly and effectively when things do go wrong."