Thames accounts for 42% of complaints as CCW reports an overall 11% rise

Household complaints to water companies soared by 11% to 93,758 in 2020-21 – the third successive annual rise – to reach their highest level for five years, CCW reported in its annual domestic complaints report.

Complaints to CCW itself also rose by 5% to 7,076. Billing problems accounted for two-thirds of disputes.

The watchdog pointed out the increase was driven by a small number of poor performers. Thames Water accounted for 42% of all written complaints to the industry (it supplies 19% of domestic connections). Southern Water and Essex and Suffolk Water were also named poor performers, and all three firms have made commitments to CCW to improve performance.

At the other end of the scale, Wessex Water and Hartlepool Water were praised for receiving top marks across the board, covering both low complaint numbers and good complaint handling. In all, nine companies managed to reduce their written complaint numbers despite the challenges of the Covid-hit year, with Hafren

Dyfrdwy recording the highest reduction in written customer complaints across the industry.

CCW has called on companies to ensure customers receive clear and accurate bills and are treated with empathy when struggling with debt. Emma Clancy, chief executive of CCW, said: “We’re heading into a difficult winter for many struggling households as they deal with rising energy costs and other financial pressures so companies must not allow water bills to add to customers’ worries. Households have a right to expect clear and accurate bills but water companies also need to improve their communication and do more to understand their customers’ needs. That way they can ensure customers facing hardship gain quicker access to the support that exists but often goes untapped.”

A Water UK spokesperson said: “Water companies are determined to provide the best possible service for their customers. While it is encouraging that almost half of water companies have reduced the number of complaints they received ye

ar on year, all companies are working hard to bring complaints down, after their call centre capacity was dramatically limited over the last 18 months.

“We understand many customers remain concerned about their bills which is why there is an unprecedented level of support available

for those in need. More than a million households are currently getting help to pay their bills, and that’s set to rise to 1.5 million. In addition, during the Covid-19 pandemic, water companies have provided more than 100,000 payment breaks to customers.”

CCW added that it is working with Ofwat and the industry to improve complaint handling. This includes speeding up response times, sharing good practice, making better use of data and improving companies’ understanding of the experiences and needs of more vulnerable customers.