Strategy and Forward Work Programme 2024-25

Our Forward Work Programme sets out our key strategic priorities and campaigns for the coming year.

To meet our overall strategic objectives, CCW’s Forward Work Programme (FWP) contains the deliverables that we will focus on achieving in 2024-25. These are over and above our business-as-usual activities – dealing with complaints, challenging companies, generating insights and communicating with customers. We chose these based on the substantial evidence we gather from consumers about what they think is important, as well as what CCW can influence given our remit and unique position in the water industry.

Our day-to-day work helping customers resolve disputes and save money is regularly measured and scrutinised by our Board. Our primary target for 2024-25 is that all complaints to CCW will be acknowledged and allocated for review to a Case Advisor within two working days.

Our mission, purpose and vision

Mission

Ensure people are well-informed, treated fairly and have confidence in their water services.
Vision

A water sector that listens to people and delivers exceptional, sustainable services that are accessible to all.
Purpose

We are passionate about championing the best interests of everyone who uses water, now and in the future.

Strategic priorities

Nobody can now ignore the impact the water sector has on the environment. We are facing an unprecedented climate crisis which will impact us all, as well as generations to come. In addition, one in four people in England and Wales are struggling to pay their water bill. And satisfaction levels for business customers are still lower than when that market opened in 2017.

Against this background, CCW believes that the three things that most urgently need fixing for the water consumers of England and Wales – which CCW can proactively help with – are: