Cornwall's business owners have slammed bosses at South West Water over a "lack of transparency" when water supply issues arise. The county’s chamber of commerce says it has received an “unprecedented number” of enquiries from businesses this summer, including cafes and campsites, complaining about the utilities firm.
“We haven’t had this volume of complaints before,” chamber chief executive John Brown told Business Live. “There is an endemic problem with transparency at South West Water and the way they communicate with businesses.”
Mr Brown says there is “deteriorating trust” between the region’s companies and the utilities firm, which supplies water across Cornwall and Devon, and parts of Somerset and Dorset.
"The problems with transparency lie at the feet of senior executives, not the hard-working employees on the ground," he said.
“It feels like a culture of obfuscation. When you are in dialogue with [South West Water] there is a real issue with whether or not you are getting the truth.”
Last month, South West Water’s owner Pennon announced its chief executive was stepping down. The company is yet to announce a successor but Mr Brown has called on the new leader “to embrace transparent dialogue” with Cornwall's business community.
"They need to seriously look at their culture, and the culture of obfuscation and the truth, because it’s having a major impact on the Cornish economy,” Mr Brown added.
A spokesperson for South West Water said it was working "closely" with the chamber of commerce and local business community to "rebuild trust".
“We maintain over 11,500 miles of drinking water network which at the height of summer carries 550 million litres of water to customers, businesses, and visitors across the region each day," the spokesperson said.
“Sometimes things can go wrong and when they do our focus is always on putting it right, and quickly, while supporting those who may be affected.
“We’re committed to being transparent and have offered to meet with the Cornwall Chamber of Commerce and its members to share our investment plans for the area and discuss any concerns they may have."
The accusations by the chamber come just a month after South West Water came under scrutiny for the way it .
In July, the utilities firm announced it had set aside £2m to "improve nature and ecology in the South West".
But the organisation was criticised by Cornwall’s business community at the time for failing to highlight the fact the cash was part of a £24m enforcement package agreed with the Ƶ’s water regulator.
Ofwat had proposed the package following an investigation into historical failures by South West Water around its management of wastewater treatment works and sewer networks.
"The Nature Recovery Fund provides an opportunity to support community-led work as part of an ongoing pilot programme to develop Natural Catchment Management Plans," South West Water said in July.
"We are in the process of developing these plans, some led by local communities and others facilitated by South West Water, which will identify local projects this fund can now help to support."
It is understood South West Water has started working with local stakeholders and groups to identify water management issues in order to develop a plan of action.
'Water companies need to be held to a higher standard'
Andy Snapes, a businessman who has lived in Cornwall for 50 years, is calling on the government to do more to tackle problems within the water industry, including at South West Water.
“Water companies need to be held to a higher standard. If the government was brave, it would convert them into community interest companies with local people on the boards. People who have a vested interest.”
The number of water company pollution incidents across England rose sharply last year, a recent report from the Environment Agency shows.
The research, published in July, found consistently poor performance from all nine water and sewerage companies, with serious pollution incidents in 2024 up 60% from 2023.
South West Water had four serious incidents last year, the Environment Agency report revealed, up from two the year before.
The utilities firm admitted last month there was "further to go" to improve its environmental performance, but said it was the only water company to have fewer incidents overall in 2024 compared to the year before.
Mr Snapes, who describes himself as an "ocean activist", believes the directors of Britain’s utilities firms should be “personally accountable” for serious pollution incidents.
“If a building company does not dispose of its waste properly, its directors are prosecuted. Why is polluting the river or sea any different in terms of a waste crime; why isn’t the same standard applied?” he said.
Following the publication of the serious pollution incident report, Alan Lovell, chair of the environment agency, said: "We have made significant changes to tighten our regulation of the water industry and ensure companies are held to account.
"With a dedicated larger workforce and increased funding, our officers are uncovering and acting on failures to comply with environmental law."
South West Water did not provide a statement in relation to Mr Snapes’ comments.
