Industry customer service

Putting things right: Household complaints practices in the England and Wales water industry

On 30 November 2020, Ofwat and CCW published a joint report looking at household complaints handling in the water industry.

The report summarises the project’s findings on household complaints handling in the industry and proposes a number of recommendations to be taken forward. It is aimed primarily at: water companies, governments, consumer rights organisations and advocacy groups. The report and its recommendations extend to England and Wales.