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Common Descriptors for financial support schemes At a time when more people are searching for help with bills, water companies have agreed a suite of common descriptors for the financial support schemes they offer. Debt advice agencies asked for this...

Experience of business customers during Covid -19 Every two years CCW gauges the views of business customers in England and Wales on the water, sewerage and retail services they receive from their supplier. Our latest study coincided with the start...

Households whose finances are being impacted by the coronavirus outbreak are being urged to tap into support from their water company. CCW – the voice for water consumers – says many customers could benefit from existing schemes including payment breaks,...

Fewer business customers had cause to complain to their water retailer or escalate concerns to the Consumer Council for Water (CCW), according to a new report. Figures released by CCW in its annual Business Customer Complaints Report today reveal that...

Our annual Business Customer Complaints Report gives an overview of complaints made by business customers in the water retail market in England and Wales during 2024 to 2025.

Affinity Water was the first water company to take the plunge with trialing a new way of charging customers based on how much water they use. Here the company’s project manager Lucy Hurst explains how the tariff trial is helping...

Having a clear understanding of customers’ priorities for their water and sewerage services is important for CCW, to ensure that we can represent them effectively. In the water sector, companies must understand how consumers prioritise different aspects of water and...

CCW plays an essential part in the five-yearly Price Review process, scrutinising water companies’ business plans and making sure the customer voice is heard, understood and considered throughout the bill-setting process. CCW makes sure both water companies’ business plans and...

The climate in the water industry is changing. People’s awareness of the industry has increased through extensive media coverage of poor operational performance, rising bills and other failings which has seen trust in the sector fall to an all-time low....