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Our monthly Barometer & Spotlight survey reports capture the views of our Water Voice communities on their water companies, the services they receive and the challenges facing the water sector. The findings highlight the issues that matter most to community...

Introduction Water companies are beginning to test whether different ways of charging for water can help customers use less water, support affordability and respond to increasing pressure on water resources. Innovative tariffs, which vary the rate at which metered water...

We assess how water and sewerage companies handle complaints and support customers with debt. This helps us to understand the experiences of, and be the voice for, all water consumers – not just those who ask for our help. Our...

Water Matters report – what are the findings telling us? Our latest annual Water Matters tracking survey was published back in May. As the longest-running in-depth survey of water customers, this research gathers a lot of detail, which is why...

Smart water meters automatically record how much water you use and send readings to your water company. Water companies are gradually installing smart water meters. In some homes, they are replacing older water meters. In other homes, a water meter...

CCW works with independent organisations to collect feedback from customers. This helps us to understand what is working well and where we can improve. Organisations that may carry out research and surveys on our behalf include: MEL Research TLF Research...

Our monthly Barometer & Spotlight survey reports capture the views of our Water Voice communities on their water companies, the services they receive and the challenges facing the water sector. The findings highlight the issues that matter most to community...

Concerns and confusion over rising water bills fuelled the largest-ever increase in complaints about water companies to the consumer watchdog. The Consumer Council for Water’s (CCW) latest annual household complaints report reveals complaints from household customers escalated to the watchdog...

Introduction Water companies make decisions that directly affect customers’ bills, services, and the environment. To rebuild trust and legitimacy, these decisions should be informed by robust evidence and shaped by the people they affect. Companies should draw on multiple sources...