Following the proposal in the Modernising Consumer Markets Green Paper, published in April 2018, Ofgem, Ofcom, Ofwat, the Consumer Council for Water and the Financial Conduct Authority, through the UK Regulators Network (UKRN), have developed performance scorecards that capture how well the largest suppliers are delivering in key areas such as service quality and satisfaction levels.
What’s in the scorecard?
The water sector scorecard provides information about:
- Customer satisfaction and likelihood to recommend their water or sewerage supplier;
- The volume of customer complaints; and
- Customer perception of whether they receive value for money.
The data comes from the Consumer Council for Water’s Household complaints to water companies in England and Wales report and their Water Matters report.
About the UK Regulators Network
The UKRN brings together regulators from the UK’s utility, financial and transport sectors for the benefit of consumers and the economy. Ofwat is a member of the UKRN and works with other regulators to share knowledge, explore cross-cutting issues and build better ways of working.
UKRN performance scorecards
Performance scorecards for the energy, telecoms, and financial services sectors can be found here: