Sharp rise in water retailer complaints

Published 16 December 2020

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Complaints to water retailers rose by 42 per cent over the summer as business customers reopened their premises after lockdown.

CCW, which compiled the statistics, called for changes to the retail code to extend protections for business customers from debt recovery or disconnection.

The latest figures from the water watchdog reveal that despite measures by retailers to protect their customers from inaccurate bills while they were closed during lockdown, many received estimates that did not reflect consumption.

CCW said more than 80 per cent of the 1,252 complaints it received between April and September related to billing issues.

It said the first quarter of 2020/21 was “relatively quiet” before complaints rose sharply when business premises began to re-open.

The watchdog urged retailers to support customers and not to enforce debt recovery while businesses are struggling to deal with continued trading restrictions.

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It is pressing for changes to the retail code to protect any businesses that have been forced to close at any point due to coronavirus from debt recovery action, disconnection or interest charges for late or overdue payments.

Adam Boyns, policy manager at CCW, said: “Many retailers have been supportive of their customers but we want to see stronger protections put in place to shield businesses that have been forced to close and need some breathing room, rather than the suffocating threat of debt recovery.”

CCW said disputes over the recovery of water debt rose sharply in July and August – particularly from customers of Castle Water – compared to the previous three months.

First Business Water did not generate a single complaint to CCW and Water2Business retained its position as one of the market’s best performers.