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We do not generally deal with individual consumer complaints or enquiries about water companies. There are a small number of complaints we do deal with. of customers in England and Wales are satisfied with their water supply, which has been a flat trend over the last 12 years. We can also be reached on 0121 644 7500. We will always ask you to put your complaint in writing, unless there are exceptional circumstances. Awareness of the extra help offered to people in vulnerable circumstances through water companies’ Priority Services Registers has fallen, from 49% in 2021 to 47% in 2022. (Not a significant change.)

Water and sewerage companies in England and Wales provide services to millions of homes and businesses every day. Sometimes things can go wrong with these services, leaving consumers disappointed or angry. You have the right to complain if: Generally, we see bigger fluctuations in affordability across the groups of ethnic minority customers compared to the white customers. The white customer base is very large, which reduces the extreme fluctuations, but ethnic minority groups are still more likely to see fluctuations/sensitivity to the changes in affordability. Customer views on how their finances have changed over the previous 12 months

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More people – 51% in 2022 compared to 50% in 2021 – said that the communication from their water company was good. (Not a significant change.) We’re a free service and are independent from Ofwat (The Water Services Regulation Authority), water and sewerage companies and retailers. We will: We will make every effort to resolve your complaint. If you remain dissatisfied with the outcome after our involvement, you may be eligible to take your complaint to an alternative dispute resolution (ADR) scheme. If you’ve received poor service, we may be able to get your water company to reconsider its actions or decisions or pay you compensation where appropriate.

In general, at an industry level and looking at several different results, the number of customers who are ‘very’ satisfied with certain individual aspects of their water or sewerage services has fallen, while those that are only ‘fairly’ satisfied has increased. S27F Provision of information to consumers – provides for CCW to provide information to consumers about consumer matters. Satisfaction with aspects of the sewerage service ranged from 74% – 53%. There was a decrease in satisfaction with minimising sewer flooding (from 64% in 2021 to 61%).Companies should promote schemes widely, in accessible language and formats. They also need to reduce the effort needed to apply for social tariffs. For example, customers may find it difficult to print off or complete pdf forms. Households struggling to afford their water bills are being urged by the Consumer Council for Water (CCWater) to use new online tools which could provide a vital boost to their finances.