Latest annual household customer complaint handling report published

Consumer Council for Water (CCW) was created in 2005 to champion the interests of water consumers across England and Wales. Today it has issued its latest annual household customer complaint handling report, which compares the performance of water companies in England and Wales across a series of measures.

Following on from a strong performance in our household complaints in 2018-2019, we have seen an increase in written complaints from 605 in 2018-19 to 946 in 2019-20. We believe that this is due to changes in our customer service systems and processes. Despite this rise, complaints had a short-term impact to our customers and were dealt with swiftly.

“We’d like to reassure our customers that we take complaints very seriously. We work really hard to ensure they receive a great service from us and we are continuing to do our best in resolving issues as quickly as possible.

“We are hoping that the business improvements we have put in place will result in a reduction in the level of complaints going forward.”

Rachael Merrell, customer delivery director.

Posted: 24 September 2020