Non-Household customer complaints for 2019-20

Complaints about water retailers fall but CCW keeps pressure on poor performers

Our non-household complaint report reveals that complaints made to water retailers by their customers and those received by CCW fell for the first time since the majority of non-household customers in England were given the freedom to switch supplier three years ago. However there is much more work to be done, particularly among a small group of poor performing retailers.

The report shows:

  • The majority of water retailers improved their performance with non-household complaints falling by almost a fifth.
  • BUT consumer group CCW still handled four times more complaints than before market opened up.
  • Billing complaints accounted for bulk of disputes – leaving some customers feeling “trapped”.
  • Water Plus, Clear Business Water, Castle Water and SES Business Water were poorest performers.
  • Water2Business, Business Stream, Pennon among best for complaints in England with Dŵr Cymru Welsh Water in Wales also performing strongly.

Rob Light, Chair of CCW, said:

“Many of the complaints and problems again boil down to a small number of the same poor performers who are falling well short of the standards that customers have a right to expect.”

“We now want to see a sustained fall in complaints with retailers quick to resolve disputes and slow to make excuses. Many business customers have had a tough time during coronavirus and the last thing they need is the stress of having to dispute bills or poor service.”

If you have any questions about this report, please email