Improving the complaints journey for water customers

Customers should never have to complain to their water company, but sometimes things do go wrong. When this happens, the complaints process should be as swift and hassle-free as possible.

In 2020, Ofwat and CCW published a joint report about complaints practices within water companies. We recommended several areas for improvement, and asked that all companies develop action plans to address these points.

This follow-up report looks at each area of companies’ action plans in turn: first setting out an assessment of companies’ proposals in that area, and then making recommendations for further actions.

We’re asking water companies to take a range of actions to improve their customers’ experience, from reducing response times and focusing on consumers in vulnerable circumstances, to sharing data and insight to drive best practice.

Companies’ progress will be reviewed in 2022 and CCW will continue to support the industry in improving the customer complaints journey.