CCW Publishes Latest Household Customer Complaint Handling Report

CCW Publishes Latest Household Customer Complaint Handling Report

The Consumer Council for Water (CCW) has published its latest annual household customer complaint handling report, comparing the performance of water suppliers across England and Wales over a series of measures.

The Consumer Council for Water (CCW) has published its latest annual household customer complaint handling report, comparing the performance of water suppliers across England and Wales over a series of measures.

It was revealed that written complaints from customers rose by nearly 10,000 in 2019-2020, a 13 percent hike that was driven in large part by a rise in billing-related issues among households in the Thames Water region. Thames Water and Southern Water were the only two companies to have seen poor performance across all eight measures used in the report.

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Written complaints made to water companies hit their highest level for four years, reaching 84,649, but this was affected by Thames Water’s poor performance, which saw an additional 12,619 complaints – a rise of 57 percent.

Written complaints made to water companies hit their highest level for four years…

Southern Water, meanwhile, saw a 22 percent increase in written complaints, with the supplier also falling behind other industry players with regards to resolving complaints at the earliest stage of the process.

Emma Clancy, chief executive of CCW, has now written to both Thames Water and Southern Water, calling for urgent improvement and offering support to help them tackle the root causes of their poor performances.

“Consumers’ expectations of their water company are very simple – they want accurate, affordable bills and a service they can always rely on but some suppliers are still not getting the basics right.”

“It’s encouraging [that] most of the industry is heading in the right direction but we want to see a big reduction in the large number of disputes over bills which still cause many customers enormous frustration, as well as resolving more complaints at the first time of asking,” she commented.

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