Independent review
EWOQ is reviewed by independent experts. They check that our service is fair, easy to use and works well.
These reviews are required under the Energy and Water Ombudsman Act 2006 and national service standards.
The results help us improve how we handle complaints and support people.
The Advisory Council reviews the report and helps us make improvements.
What the review looks at
Each review looks at:
- complaint handling
- access to our service
- our independence.
It also looks at:
- how we work with customers, industry and community groups
- how quickly we resolve issues
- how we follow the law.
2025 review
The 2025 review was completed by Dr Gavin McBurnie and Professor Chris Gill.
The review checked how well EWOQ meets national standards. To do this, the reviewers spoke with stakeholders, reviewed our processes and data, and analysed complaints.
The review found that EWOQ resolves complaints fairly and operates independently with integrity.
It also found that we are trusted and support people who need extra help.
The review also showed where we can improve to meet future challenges.
This includes:
- improving how we collect and use customer data
- reviewing our community outreach work
- strengthening how we engage with stakeholders
- considering future changes to laws and how we operate.
EWOQ has accepted all recommendations in full or in principle. Work is underway to address them.
Past reviews
2020 review of EWOQ scheme
In 2020, EWOQ was reviewed by cameron. ralph. khoury.
The review found that EWOQ operates independently and is fair and impartial. It also found that our service is accessible, transparent and effective.
The report also outlined areas where we can improve.
2014 review of EWOQ scheme
In 2013, EWOQ was reviewed by The Consultancy Bureau.
It looked at how well EWOQ meets the objectives of the Energy and Water Ombudsman Act 2006.
The final report was approved in January 2014.