SES Business Water attracted significantly more complaints than any other retailer, per 10,000 supply points (SPIDs), according to CCW’s Business Customer Complaints report for 2023-24.
Clear Business Water was also way above the upper quartile threshold, with Castle and Water Plus just tipping into it (see figure 1).
Source for Business and Water2Business, along with ADSM, Smarta Water and First Business Water, attracted the fewest complaints per 10,000 of retailers supplying over 5,000 SPIDs. Of those serving fewer than 5,000 SPIDs, Yu Water was the only retailer to attract any complaints at all.
The report was the first in which CCW reported on total complaints across all contact channels, meaning the overall data was not comparable to previous years. Customers made 20,744 complaints to their retailers in total, averaging 75 per 10,000 SPIDs.
A quarter (28%) of complaints concerned wholesaler service and three-quarters retailer service. Of the latter, billing issues accounted for 48%, and complaints about administration (such as relating to customer information) for 34%.
For comparability purposes, the watchdog also reported in 2023-24 (for the last time) on written complaints only. There were 11,528 of these, a 6% fall on last year and – for the first time – fewer than before the market opened. CCW said it was “cautiously optimistic” but that the picture would be clearer next year once total complaints can be compared year on year.
CCW said it was “hugely disappointing” that complaints made to it by customers increased by 2% to 2,278, or eight per 10,000 SPIDs – in spite of a target for retailers to cut complaints to the watchdog by 10% in 2023-24.
Interim chief executive of Water Plus, Andy Smith, said: “We are pleased to have improved our customer service last year and reduced our complaints by 34%. We are determined to continue to improve further and will maintain our efforts to deliver for our customers.”
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