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Future price reviews must strengthen customers’ influence over every stage of the price setting process and beef up the incentives to improve customer service and reduce complaints. Those are just two of the key findings to emerge from our assessment...

This morning, the Competition and Markets Authority (CMA) published its Provisional Findings opens in new window following four water companies’ appeals against Ofwat’s final determinations on price controls for 2020-25. Ofwat’s determinations set out the amount that water companies can...

It’s hard to recall a year in our short history that has involved more changes or challenges than 2019-20 and those are reflected in the publication of today’s Annual Review. Whether it was securing the best possible deal for customers...

Up to 14% more properties flooded with sewage in 2019-20 compared to the previous year. People’s consumption of water reduces for the first time in 5 years but still 2% higher than 2014-15. Leakage falls by 7% to its lowest...

People’s consumption of water in Wales increased in 2019-20 to its highest level in five years. In 2019-20 leakage fell by 3% in Wales but remains high in the area served by the smaller water company in Wales (Hafren Dyfrdwy)....

We collaborated with the water regulator, Ofwat, to commission research between January and March 2020 to investigate business customers’ experiences interacting with the water and wastewater non-household retail market in England, which fully opened in April 2017. This research was...

CCW’s online research community – WaterVoice – was launched in 2020 to help us keep our finger on the pulse of water consumers’ views. The reports summarise the views of people in this community. It is made up of hundreds...

Complaints about water retailers fall but CCW keeps pressure on poor performers Our non-household complaint report reveals that complaints made to water retailers by their customers and those received by CCW fell for the first time since the majority of...

Written complaints about water retailers fall for first time since vast majority of business customers in England were given freedom to switch supplier in 2017. BUT consumer group CCW still handling four times more complaints than before market opened up....