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Business Customer Insight research 2019
We collaborated with the water regulator, Ofwat, to commission research between March and June 2019 to investigate business customers’ experiences interacting with the water and wastewater non-household retail market in England, which opened in April 2017. This research was used...
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Water Matters – Household customers’ views of their water and sewerage services 2018
We have published our 2018-19 Water Matters research, which tracks household customers’ views on their water and sewerage services and how these have changed over time. The Water Matters survey shows that water companies are failing to address household concerns...
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Water companies failing to address households’ concerns over fair bills
Water companies are failing to convince enough households their bills are fair and they provide value for money, according to a new report by the Consumer Council for Water (CCWater). The consumer group’s latest annual Water Matters survey (pdf) shows there...
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Customer satisfaction remains high for water companies in Wales
Households in Wales are more satisfied with the services and value they get from their water company than customers in England, a new report by the Consumer Council for Water (CCWater) has found. CCWater’s annual Water Matters survey (pdf) shows...
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Water companies to present plans on cutting leakage
Water company efforts to reduce leakage will be scrutinised when the Consumer Council for Water (CCWater) meets in Liverpool on Tuesday (16 July). Across the North of England, leaky pipes cost water companies an average of one and half bathtubs...
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Water retailers warned over rising complaints from business customers
Written complaints from business customers to water retailers rise for second successive year – now 52 per cent higher than before market opened in England Three retailers – Water Plus, Clear Water Business and Everflow – named poorest performers Water...
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Notice of Ofwat’s consultation on proposal to impose a penalty on Southern Water Services Limited
Our response to Ofwat’s consultation on proposed financial penalties for Southern Water for service delivery failures
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Under pressure: The gap between performance and perceptions
Our latest report looks at whether water company performance in relation to service delivery drives customer satisfaction. We also explore what most influences satisfaction with services. We used data from our Water Matters customer research and performance information that we...
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STATEMENT: Water watchdog appalled by Southern Water failures
The Consumer Council for Water has responded to this morning’s announcement opens in new window by regulator Ofwat that Southern Water will pay £126 million to its customers, following serious failures in how it operated its sewerage treatment sites and...
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