Household customer complaints report – 2022

Our annual report examining and comparing the performance of water companies in England and Wales for household written customer complaints.

The key findings include:

• Our latest review shows that 14 out of 19 companies received fewer written complaints from their customers than the previous year.
• Unresolved disputes escalated to us also reached our lowest level for more than a decade as fewer customers felt the need to turn to us for help.
• Progress as a whole across the industry would have been even greater had it not been for the poor performance on written complaints of Thames Water and Southern Water.
• Disputes over bills remain the biggest cause of concern for customers.
• Wastewater services rose for a fourth successive year, this time by a quarter.
• We are working on a one-stop shop for mediation and adjudication of customer complaints, which will be in place by October 2023.