Yorkshire Water
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Yorkshire Water's customer charter isn't working
In my experience: YW do not keep their promises as per their customer charter, do not keep accurate information and don't keep appointments, whether by telephone or in person. I have complained and asked for compensation, but am getting very little traction. Here's why I am saying this: on 20th January 25, I reported a leak in the highway, which was causing damage to my drive. YW examined and stated it was a drainage fault. I subsequently employed a drainage consultant who confirmed that it was definitely a water leak. I complained to YW who sent investigators and finally agreed that the leak would be fixed on 13th February. On the13th nobody turned up. I contacted YW who told me to call their contractor, Morrisons. Morrisons said that the visit had been re-prioritised. They were then due to come out again on 21st February. Again, they never turned up. I called them and they said the Team were sick. The leak was finally fixed at the beginning of March and I was advised by YW that I was due compensation, as I had never been given 24 hours notice of the visit cancellations. This is in breach of their customer charter. Since then YW have made no progress regarding the claim. They keep asking me to repeat information which they already have, they call me at random times (not the times I ask for) and when I ask them to email or text me, they have ignored (until today) when I have again been asked for information already provided. I have just texted it back, only to be told that 'two way texting' only works between 8 and 5 p.m.