-
Upset over bill increases fuels rise in complaints to watchdog about water companies
Overall complaints from households to water companies fell by 8% in 2024-25 BUT complaints brought to the consumer watchdog CCW reached their highest level in nine years. Bills dominated complaining customers’ concerns on the back of the highest water bill...
Read more about Upset over bill increases fuels rise in complaints to watchdog about water companies -
Customer Contact Matters: Insights from Water Matters 2025
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...
Read more about Customer Contact Matters: Insights from Water Matters 2025 -
Our response to DEFRA consultation on proposed reforms to the WaterSure support scheme
WaterSure is a support scheme that caps bills for low-income households on means-tested benefits who need to use high levels of water because they have either a qualifying medical condition or three or more children in the household. In December...
Read more about Our response to DEFRA consultation on proposed reforms to the WaterSure support scheme -
Our response to Ofwat’s discussion paper on climate change principles
We welcome the opportunity to contribute to discussion on Ofwat’s climate change principles. The effects of climate change are already being experienced in England and Wales, through warmer and wetter winters, and hotter and drier summers. The dry and hot...
Read more about Our response to Ofwat’s discussion paper on climate change principles -
Blog: How well are water companies adapting to climate change?
Climate change is already here – are water companies doing enough to secure the future of our water and rebuild trust? The exceptionally hot and dry weather this year has been a stark reminder that our water and sewerage services...
Read more about Blog: How well are water companies adapting to climate change? -
Our response to MOSL’s 5th consultation on MPF Reform
We welcome the opportunity to submit our views on this fifth consultation of the Market Performance Framework Reform Programme. Our response
Read more about Our response to MOSL’s 5th consultation on MPF Reform -
Business customers raise fewer complaints about water retailers
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...
Read more about Business customers raise fewer complaints about water retailers -
Business Customer Complaints 2024-25
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.
Read more about Business Customer Complaints 2024-25 -
Blog: Affinity Water’s WaterSave Tariff trial – a new way of charging
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...
Read more about Blog: Affinity Water’s WaterSave Tariff trial – a new way of charging