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Progress on customer complaints stalls
The progress made by the water industry in reducing customer complaints seems to have stalled, according to figures in our latest report on Complaints to Water Companies in England and Wales. A fall of 11% in written complaints in 2016-17 was dampened by a rise of more than 40,000 in the number of customers who had to pick up the phone to resolve an issue with their company. Find out who the best – and worst – performing companies are in our report.
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Financial help for customers 'running dry'
The number of low-income households in England and Wales receiving financial help from their water company has almost doubled to more than 400,000 in the past year. But it remains a drop in the ocean compared to the three million households who say their water bill is not affordable. We are challenging water companies to dip into their own pockets to find the extra money needed to reach a greater number of customers. Read about what we want the companies to do in our report, Staying Afloat: Addressing Customer Vulnerability in the Water Sector (2016-17).
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Awareness of new water retail market rises - but more needs to be done
A growing number of micro, small and medium-sized businesses (SMEs) know they can shop around for a better water deal, but more than half are still unaware of the new retail market in England. Our first survey after the opening of the market in April shows that just over 2 in 5 (43%) SMEs were aware they could switch their water retailer. Find out more here about what our survey says here.
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Putting customers at the heart of price setting
We’ve put forward some innovative ideas for how the industry regulator Ofwat can improve the way it assesses water companies’ business plans, performance targets and incentives for the next five-year price-setting process (the 2019 ‘Price Review’). Our suggestions aim to get the best deal from the process for customers. Read our response to Ofwat’s consultation here.
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Water behind other utilities on value for money
The water industry must do more to prove it’s offering value for money after our annual 'Water Matters' survey showed customers are now more satisfied with some other utilities, including energy. Our report reveals that three-quarters of households in England and Wales are satisfied with the value for money of their water (73%) and sewerage (76%) services, but that is behind gas and electricity (80%) and telephone landline providers (79%). Find out more here.
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A year of achievements for water consumers
If you missed the publication of our Annual Review over the summer, take a look at what we achieved on behalf of water consumers during 2016-17 - a year which culminated in the opening of the new retail water market for business customers. You’ll find plenty of facts and figures showing how we kept consumers’ interests at the heart of a changing water industry. See our review here.
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Social policy team is up for two awards
Our Social Policy team has been short listed for two awards at this year’s Utilities & Telecoms (U&T) Awards. They have been nominated for the Best Vulnerable Customer Support Team Award, with Senior Policy Manager Andy White receiving an additional nomination in the Team Leader category. The U&T Awards, run by Credit Strategy, recognise and celebrate the hard work and achievements of organisations and individuals that have made a significant contribution within the energy, water and telecoms sectors over the past 12 months. The winners will be announced on 5 October. Find out why our team was nominated for the awards.
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