Trust in the water sector

To help increase trust in the water sector, in 2026-27 CCW will:

• Design guidelines for customers about incidents – what emergency help people can expect during an incident and how that changes if the incident is prolonged.
• Carry out 6 vulnerability assessments to review water companies’ service to the customers on their priority service register.
• Challenge wholesaler policies on compensation for business customers for loss of earnings for fairness and consistency.
• Review the TPI (third-party intermediary) principles of behaviour in the business retail market to ensure that customers receive a fair, transparent and honest service from TPIs.
• Hold regular customer panels accountability sessions for all water companies in England and Wales.
• Commission research to see whether customers of NAVs are more satisfied with their water service than the customers of incumbent providers.