Ofwat annouced this week they are looking for new powers to monitor and enforce high levels of customer service. As David Black, Ofwat CEO pointed out.
“In England and Wales, households are not able to choose their water company, so it is crucial that good customer service is not a postcode lottery. We want the powers to enforce that fundamental expectation. People expect their water company to get the basics right and rectify things quickly when they go wrong and to take responsibility and offer compensation when appropriate.
“Companies need to identify and meet the needs of all customers, they need to be clear in their communications and we expect them to work together to share learning that helps to achieve high standards across the sector. Where we see companies letting their customers down, these powers give us the scope to step in and take action.”
David Black, Ofwat CEO
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