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We all probably take our water supply and sewage services for granted now and again, happy to just turn on the tap or flush the toilet when we need to without giving it too much thought. But what happens if...

Written complaints made by business customers to water retailers have fallen to their lowest level since 2016/17 but performance remains mixed among the larger suppliers. The Consumer Council for Water’s (CCW) annual Business Customer Complaints Report shows that written complaints...

We publish our annual Business Customer Complaints Report, which gives an overview of complaints made by business customers in the water retail market in England and Wales during 2022 to 2023. The report shows that written complaints made by business...

Our Gloom and Bloom research is an important part of CCW’s People and the Environment programme. It supports our wider efforts to help the sector develop effective messaging that encourages people to change their behaviour and take action to reduce...

Building trust among customers has never been so important for the water industry. Against a backdrop of a cost of living crisis, and recent negative headlines, our recent Water Matters tracking research showed that customers’ trust in water companies has...

Building trust and putting customers first is the focus of new guidance being published by the Consumer Council for Water (CCW), as part of wider efforts to transform the culture of the water industry. The guide to Customer-Centric Culture will...

Droughtcast is available on most podcast platforms, including iTunes, Spotify, and Google Podcasts. If you have any questions or comments, please contact the show at [email protected].

Research from the Consumer Council for Water has found that customers have a very low awareness of water company service standards – known as the Guaranteed Standards Scheme (GSS). Customers want to see any increases in payments for service failure...

Throughout 2023-24, CCW will be focussing on a new campaign to secure improved service standards, fit for a modern water industry. As part of this work, we wanted to understand customers’ views on the current statutory compensation scheme (known as...