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A significant area of our work involves ensuring water companies strike the right balance between collecting revenue effectively to minimise customer debt but remain sensitive enough for those customers experiencing financial difficulties. Customer debt to water companies has increased over the...

Under our ‘Right first time’ objective, we work closely with the companies to ensure their service meets and exceeds customer expectations and they sort out problems quickly and without hassle. It is important that companies ensure complaints against them are...

Since 2005, we have helped thousands of consumers resolve complaints against their water company or retailer. All of our work is informed by extensive research, which we use to champion the interests of consumers and influence water companies, governments and...

This research was undertaken to determine if CCWater’s Forward Work Programmes and key themes were still in line with consumers’ expectations. It repeated 2 earlier research projects carried out in 2004 and 2005 when CCWater was being set up when...

The Consumer Council for Water Western Committee is inviting members of the public to its next meeting in Taunton on Thursday 20 October where the water watchdog will be discussing complaints to the Consumer Council for Water’s Western region and...

The new independent consumer body – Consumer Council for Water (CCWater) – has started work for water consumers in Wales and England. CCWater will build on the service previously provided by WaterVoice Wales.  The new organisation will have extra duties...

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...

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...