CCW and Ofwat have published five recommendations for the industry to build more effective complaints practices.
In a joint report which followed a request for information earlier this year, the two watchdogs said the industry is not making the most of opportunities to learn from its mistakes and the complaints data it has at its disposal. They called on water companies to:
raise their ambition on response times on written complaints
improve their understanding of complainant satisfaction
share good practice
make better use of data and
improve their understanding of the experiences of people raising complaints who are in vulnerable circumstances – the watchdogs said inconsistencies in company reporting on this was a “particular concern”.
Each company has been told to set out an action plan for implementing each of the recommendations by 31 March.
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