This paper utilizes Checkland’s “Rich Picture” methodology to complete a soft systems analysis and focuses on a water utility’s efforts to acquire accurate information about drinking water quality based on customer complaints. Ensuring accurate collection of customer complaint information assists in the response by water utility staff  to water quality events and the development of long term solutions for persistent problems in an area of the water distribution system. This situation is not an isolated problem and is deemed to be a “mess” in the terms of Naughton’s text.