To meet our overall strategic objectives, CCW’s Forward Work Programme contains the deliverables we will focus on achieving in 2025-26. These are over and above our business-as-usual activities – dealing with complaints, challenging companies, generating insights and communicating with customers.
CCW’s day-to-day work helping customers resolve disputes and save money is regularly measured and scrutinised by our Board.
CCW’s customer targets for 2025-26
- All complaints to CCW will be acknowledged and allocated for review to a case advisor within two working days.
- 80% of cases will be resolved by 20 working days.
- 95% of cases will be resolved at 40 working days.
Strategic priorities
CCW costs
CCW's costs for 2025-26 will be 36.8p per bill payer.
Our mission, purpose and vision
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Mission
Ensure people are well-informed, treated fairly and have confidence in their water services. -
Vision
A water sector that listens to people and delivers exceptional, sustainable services that are accessible to all. -
Purpose
We are passionate about championing the best interests of everyone who uses water, now and in the future.
Our full Strategy and FWP
You can also read our Strategy and FWP for 2024-25 in Welsh (pdf)
