The initial swathe of review of billing journeys in the water sector have been released and make for some uncomfortable reading. Communication and proactive communication is key, as well as risk modelling, good vulnerable treatment processes and signposting for help...
https://www.ofwat.gov.uk/wp-content/uploads/2025/05/Billing_journeys_interim_report_May_2025.pdf
Key Observations by Company
Dŵr Cymru Welsh Water
High impact cases prevalent: 34% of customers reported a 'very high' impact – highest among companies.
Issue type: Mistakes in billing were most common.
Experience quality: Average-to-good on communication and action, but qualitative feedback exposed concerns around agent empathy and service tone.
Failure point: One in five customers gave up entirely on their billing issue.
Portsmouth Water
Low complexity cases dominate: Highest share of 'low impact' issues (43%).
Issue type: Payment method issues most reported.
Satisfaction: Higher-than-average resolution satisfaction; f...
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