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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....

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...

CCW and Ofwat have appointed DJS Research to conduct research to understand the views of business customers’ experiences of the business water retail market. This research will help us understand the views and experiences of business customers, which is essential...

CCW has welcomed a report from the EFRA Committee which has strongly supported the need for a single social tariff to ensure everyone can afford their water bill. Responding to the Priorities for water sector reform report, Mike Keil, Chief Executive...

One of CCW’s recommendations from our Five-Year Review of the water retail market, published in March 2023, was for there to be a change to the eligibility criteria in England unless tangible benefits were realised for low water use businesses...

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...

Household customers’ views of their water and sewerage services Our annual Water Matters survey tracks the views of household customers on the services they receive from water companies in England and Wales.

Fewer households believe the amount water companies charge is fair, with customers’ overall trust in the sector also hitting a new low. That’s according to the Consumer Council for Water’s (CCW) annual Water Matters survey, which has tracked the views...

Back in October 2024, the UK and Welsh governments launched an Independent Water Commission to carry out the largest review of the water sector since privatisation. The review marks a landmark opportunity to identify and address many of the issues...