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More ambitious response times to complaints as well as using data to improve service are among the suggestions for overhauling billpayer interactions with water companies.
A review of complaint procedures was undertaken by CCW and Ofwat, which jointly published a report highlighting “encouraging examples of companies doing the right thing” as well as “some disappointing shortcomings”.
It said firms must raise their ambition on response times and publish their commitments for next year.
The majority of written complaints are settled within 10 days, while others are resolved in one day (2 per cent), up to 40 (13 per cent) or more than 40 (7 per cent). Data gathered by CCW and Ofwat from all companies showed unwanted contacts were generally sorted faster and 84 per cent were settled within 10 days.
Issues around supply or sewage were generally addressed sooner than people who got in touch about billing or an account dispute. However, the report noted variation between companies of what constituted an issue being resolved.
The report suggested companies should improve their understanding of how satisfied people were after making contact and, where beneficial, should collaborate with others. Generally, it suggested improving the frequency and effectiveness of collaboration and good practice sharing on complaint handling.
It noted companies have only limited understanding of the experience of vulnerable complainants and should work to improve awareness here.
The report suggested companies should assess complaint handling practices beyond their own business as a wider review.
CCW and Ofwat said consumers’ trust is likely to rise if they feel listened to and consequently people may be more likely to respond to company efforts to change behaviours such as using less water.
It said that complaints practices are “intertwined” with the wider health of the industry and the knock-on effects of improving performance around complaints could benefit short- and long-term delivery objectives.
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