A year of collaboration
Over 25 workshops and events with over 500 attendees
Campaigning – what have we delivered
End Sewer Flooding Misery
- Those at risk will always receive compensation.
- Case management for victims.
- Increased compensation.
- Improved response times.
- Improved clean up service.
- Clarity on standards.
- Improved website information.
Find out more in our end sewer flooding misery campaign
Don’t let people suffer in silence
- A better understanding of the reasons people do not speak up about supply issues.
- A successful community drop-in session that will be the template for future events.
- Creating a best practice framework for repeat victims of supply issues to be prioritised by companies.
Find out more in our don’t let people stuffer in silence campaign
Credit where it’s due
- Provided a toolkit to retailers to improve the communication with their customers on their rights on credit balances.
- Published information on our website to help business customers ‘know their rights’ on their levels of credit and their options
Find out more in our credit where it’s due campaign
Business Customers: Five Year Review of the Water Retail Market
People and the environment
Launched Walking With Water to encourage people to connect with the water environment
24 episodes of the Waterfall podcast streamed across two series
Developed a water stress postcode finder
Established an awareness index to track changes to the link between personal behaviours and the impact on the environment based on future initiatives
Affordability and vulnerability
Benefits calculator identified potential annual welfare benefits of nearly £47million
Developed a new online Help with bills hub that attracted 173,500 unique page visits
Water Meter Calculator identified nearly £22m worth of savings to those who chose to switch
30 out of 40 recommendations from CCW's Affordability Review implemented
Customer complaints journey
Our efforts to fully resource our consumer relations team and other key areas of the organisation took longer than we had hoped or anticipated. This made it more challenging to consistently deliver on some of our key objectives, particularly improving the customer complaint journey.
- 13,370 customer complaints and enquiries
- More than £914,000 in compensation gained for consumers
- Average score of 55% for satisfaction with service. Continued commitment to achieve 80% satisfaction with service by end of 2023
- Agreement with the industry for CCW to introduce a one stop shop for mediation and adjudication from 1 Dec 2023
- 100% of complaints received initial acknowledgement within 2 working days
Produce guidanceWorked with Ofwat to produce guidance on how companies should test the affordability and acceptability of business plans. The guidance will ensure that research is consistent and comparable
ODI ratesWorked with Ofwat, companies and stakeholders to deliver comparable research on how ODI rates are set; with the aim of incentive payments that better reflect customers’ expectations.
Challenge Co-ordination GroupSet up and successfully ran the Challenge Co-ordination Group, which provides support and cross sector comparisons to allow the Independent groups to challenge water companies.
Our fixed headcount continues to constrain our ability to respond as effectively as we would like to surges in complaints, sparked by increased scrutiny of the sector. An example of this was the prolonged drought, which placed unprecedented pressure on CCW and its existing resources.
In common with others in the sector we have found it challenging at times to promote a balanced debate about the issues affecting consumers and the environment.