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Water companies fail on complaints

Customer service standards 'falling short'


Water regulator Ofwat has written to several water companies after finding they are ‘falling short of basic provisions’ in handling customer complaints.

The letter demands that necessary ‘improvements’ to the companies’ customer literature and websites are made ‘as soon as possible’.

Customer service standards

Specific issues identified by Ofwat included provision of telephone contact centre opening hours, a clear explanation of the guaranteed standards scheme (GSS), which sets out minimum standards of service to customers, and an easy-to-find explanation of the complaints procedure on companies’ websites. Complaints leaflets were also criticised, particularly availability of leaflets in alternative formats, such as large print and Braille, and for not being kept up to date.

You can’t switch to a different water company if you receive poor service in the way you can switch your energy supplier. However, Which? has advice on . If you’re looking to cut your water usage, check out our reviews of water-saving washing machines and dishwashers.

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