Customer research on billing

The broad aims of this research are to:

• Understand more about the reasons for of billing contacts and complaints, and the customer journeys when engaging with companies about billing issues.
• Capture the experiences of some of what might be classed as the 'worst served customers' in relation to billing and to understand the causes, factors and experiences that cause the most harm.
• Consider the range of customer experience as they apply to: 1) different companies (this may include variations within companies as well as between companies) and organisations; 2) customers in different circumstances (for example, socio-demographics, vulnerable customers, customers struggling financially).
• Identify any recommendations, learning or good practice in the handling of billing problems that can be used to inform Ofwat's licence condition guidance or wider work. Examples of learning or good practice may relate to communications, support, timing or other aspects of the customer journey and complaint handling.