Water customer complaints process gets overhaul

Changes to the water customer complaints process take effect this month.

In a bid to speed up dispute resolution, the Consumer Council for Water (CCW) will now manage and oversee each step – including mediation and final adjudication – after a customer has exhausted their water company’s two-stage complaints process.

It means customers will no longer have to go to a separate adjudicator (WATRS) if a resolution cannot be found at an earlier stage.

The changes have been made to address customers’ frustrations with the existing process by making it simpler to follow and reducing the amount of time it takes to resolve a complaint.

CCW said it will also enable the organisation to “make better use of complaints data to work with the industry and governments to identify and resolve common issues of concern to customers”.

Helen Brown, director of consumer relations at CCW, added: “We are really pleased that we can now offer this new and improved service to consumers. Having an issue with your water company or service can be frustrating enough without having a lengthy and difficult process to navigate.”

“Making the process easier and quicker will bring benefits for our customers and it will also enhance the support we can offer to people at each stage of the process. It will strengthen CCW’s consumer advocacy role, especially for customers in vulnerable circumstances,” she added.

CCW has appointed the Dispute Resolution Ombudsman (DRO) to act as the independent legal adjudicator.

Kevin Grix, DRO chief ombudsman, said: “We are excited to embark on our journey as the new provider for CCW, offering an independent service that not only offers consumers another layer of protection, but also resolves disputes among customers, businesses, and the industry. With our solid legal foundation and decades of experience, we are well placed to support the water industry in enhancing their services and raising industry standards.”

Last year CCW supported water customers with more than 13,000 complaints and enquiries, securing nearly half a million pounds in financial redress for households and businesses.

Water companies will also be held to account for poor customer service under new licence conditions announced by the regulator in October.

Meeting targets on communication, ease of contact, support and understanding of complex consumer needs are all set to be licence conditions for water companies from 2024.

The seven parts of the new condition are proposed as:

• The Appointee is proactive in its communications so that its customers receive the right information at the right time, including during incidents.
• The Appointee makes it easy for its customers to contact it and provides easy to access contact information.
• The Appointee provides appropriate support for its customers when things go wrong and helps to put things right.
• The Appointee learns from its own past experiences, and shares these with relevant stakeholders.
• The Appointee also learns from relevant stakeholders’ experiences and demonstrates continual improvement to prevent foreseeable harm to its customers.
• The Appointee understands the needs of its customers and provides appropriate support, including appropriate support for customers in vulnerable circumstances, and including during and following incidents.
• As part of meeting principle above, the Appointee provides support for its customers who are struggling to pay, and for customers in debt.