“The number of complaints made by non-household customers about retailers to the Water Watchdog has fallen for the first time since the market opened.”
Earlier this month, Consumer Council for Water (the independent representative of business water consumers in England and Wales, also known as CCW) published their findings on complaints to them in the water retail market since the market opened, in April 2017. Our complaint levels remain relatively low – this isn’t by luck, this is because we work hard to continually improve our processes and listen to our customers – always putting them front and centre of everything we do.
Our Customer Service Team
Our customer service team are the heart of our business, we select people to join the team that have the AfB attitude and we spend three weeks training them before they start dealing with customers. We give our team members the ability to make decisions based on what is ‘right’ for the customer rather than what we are obliged to do because that is what is in the code of conduct. We encourage continual personal development through training – we also make it a fun and happy place to work, we believe that happy staff that feel empowered to make decisions will, in turn, look after our customers to the best of their ability!
Trustpilot reviews are a great way for our customers to let us know how we’re doing. Whether we receive a 5-star review, 1-star or somewhere in between, each comment allows us to improve our customer service levels, therefore keeping complaint levels at a minimum. Here are a few of our latest Trustpilot Reviews:
Key Account Managers
Our Key Account Managers are there to provide dedicated help and support our medium and larger sized customers. They have years of experience in the water industry and are best placed to give that extra support that a large or critical water user needs. Find out more about our Key Account Managers on our Meet the Team page.
Billing and Charges
According to CCW’s report, billing and charges were the most complained about this quarter in the water retail market with a total of 509 complaints made to CCW. To make sure our bills are as accurate as possible, we base 97% of our monthly bills on meter readings. We also try to make our customer’s water supply as cost effective as possible, this includes helping businesses to implement sustainability initiatives, get inspired by our sustainability partnership with Heathrow Airport, here. Click here to read the full report from CCW. Fancy switching your water retailer to Affinity for Business? Find out more about the benefits here.