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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...

  Droughts hit many places hard last summer, with millions of people affected by hosepipe bans, and in some places the restrictions were not lifted and continue today. Droughts are complex beasts, comprising various types and undergoing changes over time....

Dr Mike Keil, Senior Director of Policy, Research and Campaigns Next weekend I will be running the Edinburgh Marathon. “Why?” I hear you ask. Well, mainly it’s due to a misplaced promise I made to my kids but it’s also...

We made a commitment in our 2022/23 Forward Work Programme to use a Citizens Forum to generate and test ideas, as part of our campaign to help people make the connection between their use of water services at home and...

One of the most important decisions made during each Price Review that affects customers is the assumption the regulator Ofwat makes about how much it will cost water companies to raise finance in order for them to invest. This cost...

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. Foreword It’s been a difficult time for many...