“Almost three-quarters of the 1,078 grievances handled by CCWater were about problems relating to billing and charges during the last three months of the year”
On the 16th of May 2019, Consumer Council for Water (the independent representative of business water consumers in England and Wales, also known as CCW) published their findings on complaints they received in relation to the water retail market during the fourth quarter (1st January – 31st March 2019).
Whilst our own complaint levels remain relatively low, this isn’t just by chance, it’s because our team are committed to always improving service levels by listening to our customers. CCW’s latest report suggests that the majority of formal complaints last quarter were based on billing and charges. As customer service is at the heart of our business, we thought we would share a few ways we tackle reducing these types of complaints in this blog.
“Three of the largest retailers – Water Plus, Castle Water and Wave – accounted for almost four out of five of these cases. That is a disproportionately high number compared to their collective market share”
Unlike some of our competition in the water retail market, we always make sure we deliver the most accurate bills possible. We do this by taking regular meter reads from our customer’s premises, which has meant 98% of our monthly bills are based on actual meter readings. By taking meter reads and allowing our customers to submit readings to us, we can continue to make our bills as accurate and cost-effective as possible.
Our passion for Trustpilot and collecting customer feedback continues! When we receive a review, every piece of feedback allows us to work on our performance, therefore keeping high complaint levels at bay. In fact, 91% of our reviews are rated ‘Excellent’ or ‘Great’ – here are a just few of our customer Trustpilot reviews that demonstrate our billing process and charges:
“Many billing complaints can be traced back to lengthy delays, in some cases of over a year, in meters being read”
Billing in advance for clean and waste water has become a common issue for customers in the water retail industry, which is why we think our billing sets us apart from other retailers. Our customers trust us to bill them accurately, with bills based on actual meter readings and current consumption levels – there’s little point in having a meter if your retailer has decided to estimate your future water usage. You can find out why other retailers bill in advance by reading this blog.
If you’re a fan of our blog (thank you!), you may have read the amazing features within our My Account portal which we think contributes to our lower level of complaints. In My Account, our customers can easily access their current and previous bills at the touch of a button. Customers can also monitor and submit meter readings within the portal, which can help them spot trends in usage. By taking advantage of this feature, our customers may be able to spot a leak before it’s too late which may prevent a billing complaint from arising.
You can learn more about our My Account portal here.
To read the full CCW Q4 Market Performance report, please click here.
If you would like to learn more about switching to Affinity for Business, please click here.