Water retail complaints continue to fall

Complaints about the non-household water market have fallen to their lowest level for 18 months but remain higher than before the retail market opened in 2017.

Water2Business, Business Stream and Pennon Water Services were the best performers, while Clear Business Water, Water Plus and Castle Water had the most complaints recorded by CCW – formerly known as CCWater.

The overall number logged by CCW fell for the third consecutive quarter between October and December to 812. The most common topic of complaint was billing and charges, which accounted for 323. There were 56 complaints about debt recovery and 49 about leakage.

The watchdog was quick to point out that, despite the drop, the number of complaints is still too high.

Adam Boyns, CCW policy manager, said: “It’s the first time since the market opened that complaints to us have fallen for a third successive quarter but there remains a long way to go.”

“Far too many customers are still having to complain about the service they are receiving and that will only change when the poor performers get their act together, particularly when it comes to providing clear and accurate bills.”

CCW said Clear Business Water was the worst performer and the watchdog will step up its scrutiny of the retailer to turn around its performance.

Complaints about Water Plus have risen during both of the last two quarters, with the company responsible for 45 per cent of all complaints during the most recent period. CCW said this undermined the improvements made by the company in the first quarter of 2019.

It said Castle Water was the third worst performer, despite making progress in reducing complaints about estimated billing.

All three companies will continue to be monitored by CCW.

CCWater, the Consumer Council for Water, rebranded as CCW earlier this month.