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To meet our overall strategic objectives, CCW’s Forward Work Programme contains the deliverables we will focus on achieving in 2026-27. These are over and above our business-as-usual activities – dealing with complaints, challenging companies, generating insights and communicating with customers....

The Priority Services Register (PSR) is designed to support customers who need extra help from their water company, whether it’s due to age, illness, disability, or other vulnerabilities. We’ve commissioned research to understand how well the PSR is working for...

9 December 2025 Mr Iain Coucher Chair Ofwat Dear Iain Re: Thames water Following our recent meeting where we discussed the future of Thames Water, as agreed I am writing to set out CCW’s clear expectations regarding the long-term sustainability...

CCW has called for a thorough investigation to be carried out into the handling of an incident which has left thousands of homes and businesses without water across Tunbridge Wells for the past five days. In its latest update on...

The water sector often refers to ‘essential’ water use, but what does that really mean to consumers? Our Water Worries study in January 2025 revealed that 44% of water bill payers had cut back on essentials like heating and eating...

Our annual Water Mark assessment of water company performance This is the sixth year of our Water Mark assessment of how well companies are performing on everything from satisfaction with service and value for money to complaint handling and sewer...

We welcome the opportunity to respond to the Competition and Markets Authority (CMA) on its provisional determinations for the five disputing companies: Anglian Water, Northumbrian Water, South East Water, Southern Water; and Wessex Water

Water Matters report – what are the findings telling us? It has been a few months since CCW published our latest Water Matters tracking survey, back in May. As the longest-running in-depth survey of water customers, this research gathers a...