Responding to the annual CCW Household Customer Complaints report, 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 year 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.”