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Water Matters report – what are the findings telling us? It has been a few months since CCW published Water Matters 2024 back in May. As the longest-running in-depth survey of water customers’ views, this research gathers a lot of...

Stronger collaboration between water companies and water retailers is critical to ensuring business customers are empowered with the advice and practical support they need to save water. Less than half of business customers in England and Wales (43%) are engaging...

Every two years CCW conducts research to understand the opinions of business water users in England and Wales. The research has been tracking businesses’ views on their water, sewerage and retail services since before the non-household water retail market opened...

Joint Ofwat / CCW report shows many customers that repeatedly experience sewer flooding in their homes received poor support and customer service. Inadequate communication and long delays in resolving the problems made distressing experiences worse – customers reported feeling anxious,...

We carried out this research to understand how business customers want their credit to be treated, and how their preferences may differ depending on the credit amount, business size, and circumstances. We also wanted to gauge their views on how...

We carried out this research to understand how business customers feel about their current water and sewerage services, and whether these meet their needs and expectations. Linked to their service expectations, we explored their views on the proposed changes to...

CCW has warned water companies’ failure to deliver on some of their performance commitments risks further undermining consumers’ trust and satisfaction with the sector. The consumer watchdog has responded to the regulator Ofwat’s annual water company performance report, which has...

CCW is delighted to confirm Mike Keil’s permanent appointment as the consumer watchdog’s Chief Executive. Mike took the reins on an interim basis last October after the departure of former CEO Emma Clancy, following her three years at the helm....

In July 2024, we issued a Call for Input seeking views on potential improvements to the WaterSure scheme. WaterSure caps the water and sewerage bill for metered, lower-income customers in England and Wales who have high essential water usage needs...