30/09/08
The Consumer Council for Water has released its annual report on complaint handling in the water industry in England and Wales. Water UK was pleased to note that the report showed an underlying downward trend in the number of complaints.
The overall increase in 2007-08 was the result of one-off events, namely the introduction of new billing systems at a small number of companies.
While it is always regrettable that customers should be inconvenienced by such changes, these systems are major investments in customer service and will result, eventually, in increased customer satisfaction.
Water UK was also pleased to note that most companies resolved over 90% of complaints at the first stage and, as last year, dealt successfully with 99.5% through their own processes, without involving CCWater.
Complaint Handling in the Water Industry in England and Wales 2007-08
CCWater report (Word file)
Industry complaint handling is steady
Contact: Jeanne Golay
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