Water utilities take home prizes at Complaints Handling Awards

Severn Trent - Complaint Handling 2018
Severn Trent Water - winners of the Best Utilities category of the Complaint Handling Awards 2018

Customer service at Severn Trent Water and United Utilities has been recognised with top prizes at the UK Complaints Handling Awards 2018.

Severn Trent Water won the Best Overall Utilities Gold Award and United Utilities were top for Pro-Active Complaint Handling in the Utilities category as well as third overall in the business best practice competition. United Utilities were also runners-up for the Best Utilities prize, with a Silver Award. South West Water were runners-up for the Pro-Active Complaint Handling award with a Silver Award.

In the team awards, United Utilities were second overall, and winners in the category that combined Utilities, Housing and Trains, with runners-up South West Water.

Neil Davies, who leads the Severn Trent team, said: “This was a fantastic achievement and is testament to the great work of our teams to reduce customer complaints in the last 12 months.”

Other utilities finalists included Thames Water, Lanes Group and Welsh Water Retail Services.

The teams were presented with their awards at a ceremony at the Riverbank Park Plaza in London on 22 February 2018.

The UK Complaint Handling Awards was created with Customer Experience Magazine to recognise and celebrate the organisations, teams and individuals who are achieving excellence in managing consumer complaints.

They enable the organisations who enter to promote continuous improvement, learning and personal development and learn from eachother.

Winners in other categories included:

Virgin PLC (Best Banking and Investment)

Co-op (Best Contact Centre and Transforming customer relations)

HSBC UK (Finance and Insurance)

Thomas Cook (Hospitality, Leisure, Transport & Travel)

Giffgaff & FirstSource (Personal Entertainment & Telecoms)

CrossCountry (Digital)

Virgin Money (Most improved complaint handling)

HSBC Mortgages (Improving customer experience)

Virgin Money (Pro-active complaint handling)