New Ofwat Research: Interim Report On Customers Experiences Of Billing Issues

New Ofwat Research: Interim Report On Customers Experiences Of Billing Issues

Today, Ofwat published interim findings from its commissioned research into how customers experience billing issues with their water providers.

Drawing on insights from Dŵr Cymru, Portsmouth Water, South Staffs Water, Thames Water and United Utilities, the stage one report highlights key areas for improvement in complaint handling—particularly the need for clearer, more effective communication with customers.

Initial recommendations focus on improving how water companies engage with customers when billing concerns arise. The full report, alongside company-specific findings and research materials, is available on Ofwat’s website

An accompanying blog post further underscores the importance of better communication as a starting point for building trust and resolving complaints. 

What’s next?

• The findings are being shared across the sector, with Ofwat encouraging all companies to reflect and act.
• The second phase of the research begins shortly, with a final report expected later this year.

Learn more at www.ofwat.gov.uk