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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,...

Customer debt to water and energy companies has climbed to more than £7 billion while millions of households continue to miss out on financial support, according to a new report by the National Audit Office (NAO). The report says regulators...

Foreword Our Water Matters tracking survey is now in its fifteenth year, and it continues to give us invaluable insights into household customers’ views and preferences on water companies’ services across England and Wales. This makes it one of the...

CCW and the Department for Environment, Food and Rural Affairs (Defra) jointly commissioned research to understand what consumers expect from future UK water efficiency labelling. The research explored how a UK water efficiency label could encourage water efficient decision-making, and...

We carry out assessments of water and sewerage companies to see how they deal with customer cases when we’re not directly involved. This helps us be the voice for all water consumers, not just those who ask for our help....

Proposals to reshape the water sector in Wales can be the catalyst to restore public confidence in water companies, according to the Consumer Council for Water (CCW). CCW has joined partners from across the water sector and beyond in marking...

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...