CC Water bags £5m in rebates for customers

CC Water has reported that it secured close to £5 million in rebates for household customers in England and Wales 2015-16 along with £73,000 recovered for business customers following challenges to water firms on issues including backdated bills.

In its annual report for 2015-16, the consumer watchdog said it returned more than £58,000 to customers in Wales in compensation and rebates during the report period. CC Water reported that its annual cost to customers had remained at 21p from each bill payer for the fifth successive year.

The watchdog dealt with more than 8,400 enquiries and close to100,000 complaints during the report year. It exceeded its targets for response and resolution times. It acknowledged 99.9% of complaints within five working days and resolved 82.4 per cent of them within 20 working days and 92.6 before 40 working days had passed.

Overall our teams supported customers across England and Wales by handling more than 8,400 enquiries and nearly 10,000 complaints on a vast array of issues relating to water and sewerage services. The graphs highlight how effective we were in 2015/16, including acknowledging 99.9 per cent of complaints within five working days, resolving 82.4 per cent within 20 working days and 92.6 within 40 working days.