14 May 2026
Image description: Water droplet falling from a tap. Image credit, Pixabay. A sector losing the confidence of its customers Two reports published in the last week by the Consumer Council for Water (CCW) together paint a troubling picture of a sector haemorrhaging public trust. The watchdog’s annual Water Matters survey, which has tracked […]
12 Oct 2023
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 […]
12 Apr 2023
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. […]
12 Jan 2023
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 […]
05 Jan 2023
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 […]
25 Aug 2022
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 […]
10 Aug 2022
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” […]
13 Jul 2022
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 […]
