Household customer complaints report published
23 Sep 2022 12:53 PM
Our annual report examining and comparing the performance of water companies in England and Wales for household customer written complaints has been published.
The key findings include:
- 14 out of 19 companies received fewer written complaints from their customers than the previous year.
- Unresolved disputes escalated to CCW also reached their lowest level for more than a decade as fewer customers felt the need to turn to us for help.
- Progress as a whole across the industry would have been even greater had it not been for the poor performance on written complaints of Thames Water and Southern Water.
- Disputes over bills remain the biggest cause of concern for customers.
- Wastewater services rose for a fourth successive year, this time by a quarter.
- CCW is working on a one-stop shop for mediation and adjudication of customer complaints, which will be in place by October 2023.
You can read the full data report below