Industry customer service

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

On 30 November 2020, Ofwat and the Consumer Council for Water 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 – including each company developing an action plan to improve their performance.

The report is aimed primarily at: water companies, governments, consumer rights organisations and advocacy groups. The report and its recommendations extend to England and Wales.

Improving the complaints journey for water customers

In November 2021 we published a joint follow up report looking 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.

The report is available from the Consumer Council for Water’s website.