CCW has released its annual household complaint-handling report (pdf). The consumer body says households served by two of England’s water and wastewater companies are being let down by a failure to understand and deal with the causes of high levels of complaints from their customers. Highlights include: 232,817 complaints were made to water companies in […]
CCW has published its Forward Work Programme for 2023-24, which sets out the consumer champion’s strategic priorities and key campaigns for the coming year. They include: People and the environment – Increase awareness of the value of water and how people’s behaviour affects the water environment to 70% by 2030 through a series of initiatives. […]
The Consumer Council for Water’s (CCW) fourth Testing the Waters report, which looks at how business customers in England and Wales feel about the water, sewerage and retail services they receive, is published. The research, conducted every two years, shows that overall satisfaction has declined for both water and sewerage services – from 91% to […]
The Consumer Council for Water has launched a draft strategy document which sets out the strategic plans for what they want to achieve in 2023–24. The draft ‘Forward Work Programme’ consultation is open for comment. The organisation wants to hear thoughts on what they will deliver, these include: People and the environment Increase awareness of […]
CCW has called for renewed urgency in putting in place a new universal water affordability scheme to provide fair, consistent and sustainable financial help for the 1.5 million households across England and Wales living in water poverty. The water sector’s consumer watchdog says efforts to end the postcode lottery of support for households struggling to […]
Customer trust in water companies has fallen to its lowest point in 11 years, with perceptions of the fairness of charges for water and sewerage services also dropping off, according to CCW’s latest annual Water Matters survey for 2021. The organisation renewed its calls for a single social tariff to end the current “postcode lottery” […]
The Wales Better River Quality Taskforce action plans have been launched, which will lead efforts to improve public understanding of storm overflows in Wales and their impact on river water quality. CCW – along with Afonydd Cymru – will be providing independent advice and scutinising the work of the taskforce, which includes Welsh Government, Natural Resources […]
New research by Ofwat and CCW finds that sewer flooding has a significant negative impact on customers, regardless of the severity of the incident. Despite providing a good service initially, wastewater companies are falling short when it comes to longer term communication, resolution and compensation. People who have their homes flooded with sewage are frequently […]