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.


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.

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.

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.


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