We are working with retailers, Ofwat, MOSL (the market operator) to identify and resolve issues that are hampering customer experiences. We have been closely involved in working groups where retailers have shown a willingness to share good practice and help resolve problems.

Year to Date – April to September 2020

Our infographic shows the best and worst performing water retailers based on complaints made to us from April to September 2020. It also highlights the most common causes of complaints. We assess retailers’ performance by comparing:

  • The number of complaints received by CCW
  • The quality of the complaint handling*
  • The time taken to resolve complaints

*CCW will raise an investigation in cases where there are long-standing service failures that were known about but not addressed.

Fourth Quarter – 1 January to 31 March 2020

Third Quarter – 1 October 19 to 31 December 19

Second Quarter – 1 July 19 to 30 September 19

The water watchdog received 835 complaints from business customers between 1 July and the end of September 2019 – the lowest number it has handled in a single quarter since the start of 2018/19.

First Quarter – 1 April 19 to 30 June 19

April 2018- March 19

Fourth Quarter – 1 January 19 to 31 March 19

Almost three-quarters of the 1,078 grievances handled by us were about problems relating to billing and charges during the last three months of the year – the second worst quarter for complaints since the retail water market opened in April 2017.

Third Quarter – 1 October 2018 to 31 December 18

We received 1,037 complaints from businesses during the third quarter of the year – almost 200 more than during the same period last year. There was only a marginal improvement on the second quarter of 2018/19, which had represented the worst three-month period for complaints to us since the market opened for business in April 2017.

Second Quarter – 1 April 18 to 30 June 18

We received 1,110 complaints from non-household customers between 1 July and 30 September this year, making it the worst quarter since the market opened in April 2017. The increase has undermined the improvement witnessed by the consumer body during the first three months of 2018/19 when complaints fell for the first time since the launch of non-household retail competition in England.

First Quarter – 1 April 18 to 30 June 18

New figures show that we received 766 complaints during the first quarter of 2018/19 – a 21 per cent reduction on the 968 received during the final three months of 2017/18. It’s the first time we have seen non-household complaints fall during a full quarter since the market launched on 1 April 2017. However, complaints are still double what they were during the first three months of the market and we have warned some retailers have much more to do.

April 2017- March 18

Full year – 1 April 17 to 31 March 18

The overall total number of complaints to us from non-household customers for the year was 2,782, compared to 824 in the 12 months leading up to the market opening.  This increase was driven by a small number of retailers.  Most retailers actually delivered a good service and avoided many of the problems encountered by their poor performing competitors.  Most of the complaints we received related to service issues that retailers have the power to put right.  We are pushing for poor performers to get their act together and improve over the next 12 months. The best and worst performing retailers for complaints will be revealed in our report set to be published in late June 2018.

Fourth Quarter – 1 January to 31 March 2018

We received 972 complaints from non-household customers during the final three months of 2017/18. The trend of rising complaints to us slowed slightly during the final quarter of the year as we continued to work with retailers and wholesalers to address a number of problems for customers. This included putting forward recommendations to improve policies on leakage allowances and temporary disconnection to ensure customers were treated fairly.

Third Quarter – 1 October 17 to 31 December 17

We received 815 complaints from business customers between October and December 2017. We are focusing our efforts on improving the performance of a small number of retailers that are responsible for a disproportionate share of the increase in complaints.

Second Quarter – 1 July 17 to 30 September 17

We received 559 complaints from non-household customers during the second quarter of the year, an increase on quarter one. As a result, we put pressure on all retailers to reverse that trend. This led to some retailers making it easier for customers to get in touch with them and rolling out additional training for customer service staff. Nine out of ten contacts we received from non-household customers were from small and medium businesses. Billing and charges made up the majority of complaints during this quarter due to more customers receiving their first bill from their new retailer.

First Quarter – 1 April 17 to 30 June 17

Within the first quarter after market opening, overall complaints to us from non-household customers increased at a rate that was expected due to teething problems. The introduction of competition created new complaints about day-to-day activities now taking longer to resolve, with some retailers trying to get to grips with their relationships with wholesalers.

Are you a household customer?

We also publish information on how water companies are performing, see our water company performance page to find our more.