Nailsea-based business water retailer water2business has been revealed as the best performer in its industry when it comes to customer complaints for the second year running in a report released on 3rd July.

New figures by the Consumer Council for Water (CCWater) show that water2business received 24 times fewer complaints than the worst performing retailer in 2018/19. This achievement closely follows the company being hailed as ‘water retailer of the year’.

CCWater’s report noted that although a selection of retailers performed well over the year, many were a “cause for concern” and the total number of complaints across the industry had increased from 2017/18.

Charley Maher, managing director of water2business, said:

“Our customers have always been our primary focus, so it’s extremely rewarding to have retained our position as the best performer when it comes to complaints. I’m very proud of our team for making this happen by delivering the best possible customer service.

“It’s disappointing to see that across the whole industry complaints have risen in the last year. Admittedly, our figures have increased in line with this, albeit a large proportion of this increase is down to wholesaler issues such as poor market data and delays to customer leak allowances. Customer service should be a top priority for all retailers, but also for regional water companies, which have a duty of care to provide wholesale services to the highest standards.

“Despite having the least number of complaints at water2business, we acknowledge that there is always room for improvement and no room for complacency. We are committed to reducing our complaint numbers and ensuring our customers have nothing short of excellent experiences when dealing with us.”

CCWater’s report is the second time water2business has been praised for leading the way in the water retail sector in 2019. In February, the company was highlighted as having the most up-to-date meter readings out of all major retailers, with only less than five per cent of its 75,000 meters spread across the country left unread in more than 12 months.

The full complaints report can be found at www.ccwater.org.uk