Water retailers warned complaints still too high

Complaints about water retailers are four times higher than before the non-household market opened, despite falling in 2019.

The Consumer Council for Water received 835 complaints for the three months July – September 2019, which is the lowest it has handled since the start of 2018.

Billing and charges were the biggest source of grievances, with 635 complaints – down 127 year on year – followed by administration issues, which sparked 106 complaints. Meanwhile complaints about retail competition have more than halved since 2018-19 Q2.

Water retailers were urged by the watchdog to continue making improvements to ensure complaints fall further.

Adam Boyns, policy manager, said: “It is too early to say that the market has turned a corner but we’re encouraged to see many retailers are heading in the right direction – that needs to be sustained.”

“We’re still seeing far too many disputes over the accuracy of bills which is causing customers unnecessary stress and, in some cases, financial difficulties, particularly for small businesses.”

The poorest performing companies included SES Business Water, Clear Business Water and Water Plus. At the top of the table Water2Business, Yorkshire Water Business and Affinity for Business received the fewest complaints.