Strong showing for water2business in 2021/22 customer complaint report

National retailer water2business has once again delivered a strong performance in the water industry’s latest annual customer complaints report, created by Consumer Council for Water (CCW). The large water retailer was highlighted for its ‘good’ performance, further reducing the number of complaints it received by 4% year on year.

water2business, which serves over 82,000 business customers across the UK, also achieved the lowest number of complaints to CCW among England’s water retailers.

Within the report, which outlines their key commitments for the year ahead, CCW stated that water2business was ‘better than average in written complaints it received and a good performer for those raised with CCW’.

CCW is a statutory consumer body for the water industry in England and Wales. Sponsored by the Department for Environment, Food & Rural Affairs (DEFRA), the organisation picks up unresolved complaints and releases its widely read report annually.

Reacting to the positive news, Managing Director of water2business, Charley Maher, said:

“This report highlights that the water industry is still recovering from the impact of the Covid-19 pandemic, making water2bsiness’ continued resilience all the more encouraging. Our complaint levels remain low for a large water retailer, thanks to our teams working in close collaboration with customers, providing swift resolutions and high-quality interactions.

“This further builds on what has been a very successful few months for water2business, having been named as the number one large water retailer for market performance compliance for a fifth consecutive year, alongside a number of high-profile client renewals.

“We are well placed to continue our momentum by reducing complaints even further over the coming year.”


Fig.1: distribution of complaints to CCW across larger retailers, with water2business ranked as the top performer in England.