We held our virtual event ‘improving the consumer complaint journey’ on 20 October 2020. We invited our stakeholders so water companies could share best practices around improving the consumer’s journey when they have a complaint.

The event focused on the areas of improving:

  • response time, without compromising on quality; and
  • delivering high quality responses when a complaint has been made, so the consumer does not need to complain again.

We heard from Ofwat, companies and also Defra about its perspective. Below you will find the presentations from Northumbrian Water on improving response times, Yorkshire Water on customer recovery, Bristol Water on delivering high quality responses, and from Ofwat on their perspective of the consumer complaint journey.