Business customer complaints to water retailers in England and Wales fell by 4% in 2024-25, according to new figures released by the Consumer Council for Water (CCW).
The total number of complaints dropped from 20,749 in the previous year to 20,005, while complaints escalated to CCW decreased by 14%, from 2,278 to 1,966.
The findings are detailed in CCW’s latest Business Customer Complaints Report, which highlights progress in the water retail sector.
The decline means the sector has now met the 10% complaint reduction target set out in CCW’s previous Forward Work Programmes.
Mike Keil, Chief Executive of CCW, said: “It is a welcome improvement that fewer business customers complained to their water retailer or escalated issues to CCW over the last year. While every complaint is one too many, this shows the market is moving in the right direction. However, with complaints made to CCW remaining significantly higher than before the market opened, there is still more work to do.”
Complaints remain 139% higher than before April 2017, when the market opened to allow business customers in England to switch water retailers.
Billing issues continue to dominate, making up 51% of complaints to retailers and 92% of those sent to CCW.
CCW notes that more accurate billing, supported by regular meter readings and smart metering, is key to driving further improvements.
Retailers are also being urged to strengthen support for customers struggling with recent bill increases.
Pozitive Water received very few complaints and was praised for its performance. Water2Business also performed well despite a rise in issues linked to proactive debt recovery work.
In contrast, SES Business Water, Clear Business Water and Castle Water were named as the poorest performers, facing challenges around complaint backlogs, debt collection and slow customer service.
CCW will continue engaging with retailers to assess complaints, support compliance with the revised Customer Protection Code of Practice and track progress following its Five-Year Review recommendations.
Fewer business complaints about water retailers but bills are still an issue appeared first on Energy Live News.