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CCW publishes its in-depth review of business customers’ experiences of the retail water market in England. The report concludes the market has failed to deliver benefits for most businesses, with customer complaints three times higher than before competition was extended...

The water retail market, where business customers are able to choose and change who supplies their water and sewerage retail services, opened to all businesses in England in April 2017. When the market opened in England, we were supportive of...

The Guaranteed Standards Scheme (GSS) provides minimum standards of service for customers required by the regulator, Ofwat. If your company fails to keep to a standard, it must make you a fixed payment or credit that amounts to your water...

1 April 2022 marked the point that the non-household retail market in England had been open for 5 years, and it’s fair to say, that the experience for many business customers has not aligned with the benefits the market was...

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 today. The research, conducted every two years,...

Having your home or garden flooded with sewage is one of the worst things to experience as a customer. While it affects only a small proportion of people, its impact – and a poor response from the wastewater company –...

Our annual assessment of water company’s performance Water companies’ performance on everything from customer satisfaction with service and complaint handling to sewer flooding and leakage can now be compared in our latest Water Mark assessment for 2021-22. Water Mark makes...

Water companies’ performance on everything from customer satisfaction with service and complaint handling to sewer flooding and leakage can now be compared in CCW’s latest Water Mark assessment. Water Mark makes it easy for customers to access information about their...