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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...

In March 2023, CCW published our review of business customers’ experience of five years of the water retail market. In that report we made 22 recommendations on what needs to change in the market; by whom, and when, to deliver...

We welcome the opportunity to submit our views on Defra’s consultation on the Guaranteed Standards Scheme (GSS). Background The Guaranteed Standards Scheme (GSS) has been in place for 35 years, and few significant changes have been made to it during...

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, this research gathers a lot of detail,...

CCW is backing a raft of measures from the UK Government aimed at ensuring water companies face swifter and tougher punishment for poor environmental performance. The Water (Special Measures) Bill has started its passage through Parliament and will give regulators...

Introduction The price review for 2025-30 (PR24) is a hugely important one. Meaningful investment is needed to sort out the issues the water industry hasn’t tackled in the past. That investment will be needed for decades to come, not just...

In June 2023 we began a joint research programme with Ofwat to help us better understand people’s experiences of water or sewerage incidents. We wanted to review what companies are currently doing well, what could be improved and what could...