Bath-based Wessex Water has been labelled as an example for other companies to follow when handling complaints, according to the industry watchdog.
Of the 11 water and sewerage companies in England and Wales, Wessex Water was the only one to receive top grading in the annual Consumer Council for Water household customer complaints report.
As in previous years, it had the lowest number of written complaints in the sector and most of them were resolved at the first time of asking.
The report adds that Wessex Water has shared its approach with the rest of the industry and urges other companies to ‘incorporate this good practice into their own operations’.
Emma Clancy, Chief Executive of Consumer Council for Water (CCW), said: “Wessex Water has developed an impressive culture of empowering its staff to secure good outcomes for its customers so that complaints can be resolved quickly and without needing to be escalated.
“Despite the challenges posed by Covid-19, the company has retained low levels of complaints and was the only water and sewerage company in England and Wales to receive top marks across the board for its performance.”
CCW compared the performance of companies on the number of written complaints they received per 10,000 connections, as well as assessing how well complaints were handled.
Wessex Water was praised along with water-only firm Hartlepool Water.
Complaints to all water companies rose by 11% compared to previous years, although this figure was skewed by Thames Water which was responsible for more than two in every five complaints received.
