Regulators and CCW launch utility scorecards

The Consumer Council for Water has joined forces with UK regulators to make it easier for consumers to keep track of how well utility companies are performing across a range of services.

A series of performance scorecards (pdf) opens in new window has been produced highlighting the performance of companies across water, energy, telecoms and banking as part of the project which has been led by the UK Regulators Network (UKRN).

CCWater has pooled its research and data with the water regulator, Ofwat, to develop a scorecard for water companies featuring:

• Customer satisfaction and likelihood to recommend their water or sewerage supplier
• The volume of customer complaints; and
• Customer perception of whether they receive value for money

Dr Mike Keil, Head of Policy and Research at the Consumer Council for Water, said:

Bringing together the wealth of information we share on consumers’ experiences is an invaluable tool in helping us turn up the heat on utility providers that falling short of their customers’ expectations. Our hope is that this project will also act as a catalyst for even closer collaboration between regulators and consumer groups.