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The Guaranteed Standards Scheme (GSS) provides minimum standards of service for customers required by the regulator, Ofwat. If your company fails to keep to a standard, it must make you a fixed payment or credit that amounts to your water...

Help is available, so please don’t ignore your bill, even if you can’t pay. Contact your water company (and the sewerage company, if different) as soon as possible and ask to pay by instalments. There is no extra charge for...

View illustration in Welsh (jpg) What is a drain? A drain is a pipe that serves one property. All water and wastewater is carried along this pipe into the sewer system. What is a main sewer? Main sewers are  underground...

Pushing water companies to change the way they serve their customers to ensure they are able to better respond to the diverse range of customer needs. has been a recent thread of work by Ofwat which has led them to...

The issue Mr U felt he would be much better off on a water meter but after six months of trying to get his water company to install one, he contacted us for help. What we found We contacted Mr...

1 April 2022 marked the point that the non-household retail market in England had been open for 5 years, and it’s fair to say, that the experience for many business customers has not aligned with the benefits the market was...

The largest rise in the average household water and sewerage bill for almost 20 years could prove a tipping point for the one in five customers already struggling to pay. The Consumer Council for Water (CCW), the independent voice of...

Information from Ofwat and CCW, published today opens in new window, shows that water companies are increasing financial support for their customers, with record numbers benefiting from discounted water bills. However, both organisations are calling on companies to do even...

We’ve published a joint report with MOSL – on behalf of the Strategic Panel – which reviews customer evidence relating to the business retail market. The report combines research carried out since the market opened, looking at sources from the...