Household complaints report

We’ll be publishing our annual household complaints report, which examines and compares the performance of water companies in England and Wales.

The Household Complaints Report looks specifically at the experiences of household customers. It draws together the intelligence and insight we’ve been able to gather from the complaints made directly to water companies and those that customers have brought to us. We use this to establish where there might be specific issues at a company or industry level that are impacting customer service and need to be addressed. Through identifying the root causes of customers’ concerns, we are then able to work with companies to tackle these problems. It also helps us to draw out examples of best practice that we can share with the rest of the industry to improve overall standards of complaint handling.