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Business plans must address customer priorities
The submission of business plans for 2020-25 is a prime opportunity for water companies to show they’re listening to the issues customers care about, writes Steven Hobbs, Senior Policy Manager at the Consumer Council for Water. On 3 September,...
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Watchdog welcomes decision to call off hosepipe ban
The Consumer Council for Water has welcomed the decision to call off a hosepipe ban in the north west of England – but warned consumers “we’re not out of the woods yet”. Around 7 million people across the region will no...
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Time for customers to have their say on future water bills
As water companies prepare to submit their business plans to Ofwat – demonstrating what they’ll be doing for customers in 2020-25 – Steven Hobbs, Senior Policy Manager at the Consumer Council for Water, explains why customer acceptability testing should...
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Ofwat consultation on Board leadership transparency and governance
Our response to Ofwat’s consultation on proposals to increase the transparency of water company governance and principles of Board leadership
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Statement: Ambitious action on leakage is long overdue
The Consumer Council for Water says ambitious action to reduce the amount of water lost through leaky pipes is long overdue after new figures revealed eight water companies missed their leakage targets in 2017/18. New data now available on Discover...
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Water Matters: Household customers’ views of their water and sewerage services 2017
We have published our 2017 Water Matters research, which tracks household customers’ views on their water and sewerage services and how these have changed over time. Over 5,100 telephone interviews were conducted with household water and sewerage bill payers across England and...
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Water companies must act to improve fairness and value for money
Water companies should take decisive action to boost unimpressive levels of customer satisfaction with fairness and value for money, according to a report by the Consumer Council for Water (CCWater). The water watchdog’s latest annual Water Matters survey shows that...
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Water Watchdog responds to United Utilities hosepipe ban
The Consumer Council for Water has responded to United Utilities’ decision to impose a hosepipe ban that will affect about 7 million consumers in north-west England from early next month. It is the first water company in England and Wales to...
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Some water retailers risking customer backlash on complaints
Poor performing water retailers could face a backlash from their business customers if they fail to address the causes behind a high number of complaints during the first year of switching in England. The warning comes from the Consumer Council...
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