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. We will launch a campaign to help people, businesses, and communities reduce their water use in order to ease pressure on water resources in 2023.

Affordability and vulnerability – We will work to deliver 80% of the recommendations set out in our independent review of water affordability by 2025, with the ultimate aim of eliminating water poverty through our campaign work by 2030.

A sector that works for people – Overall satisfaction about the water sector to increase by more than 10% by 2025 through working with the sector on the customer complaints journey, clear messaging and our campaign to review the Guaranteed Standards Scheme (GSS).

Business customers – Following our review of the market, we will campaign for change in key areas. We want to see the number of complaints reduced by 10% by March 2024 and satisfaction with retail services exceed 85% by 2027.

Price Review – Deliver on our Price Review objectives by working with Ofwat and the sector to ensure that the customer voice is clearly heard during the price-setting process.

Read the Forward Work Programme.