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The number of customer complaints companies receive and how well they deal with them provides a strong indication of a company’s customer service performance. We report on company complaints annually, commending companies that have few complaints and criticising the industry...

A significant area of our work involves ensuring water companies strike the right balance between collecting revenue effectively to minimise customer debt but remain sensitive enough for those customers experiencing financial difficulties. Customer debt to water companies has increased over the...

Under our ‘Right first time’ objective, we work closely with the companies to ensure their service meets and exceeds customer expectations and they sort out problems quickly and without hassle. It is important that companies ensure complaints against them are...

Since 2005, we have helped thousands of consumers resolve complaints against their water company or retailer. All of our work is informed by extensive research, which we use to champion the interests of consumers and influence water companies, governments and...

This research was undertaken to determine if CCWater’s Forward Work Programmes and key themes were still in line with consumers’ expectations. It repeated 2 earlier research projects carried out in 2004 and 2005 when CCWater was being set up when...

The Consumer Council for Water Western Committee is inviting members of the public to its next meeting in Taunton on Thursday 20 October where the water watchdog will be discussing complaints to the Consumer Council for Water’s Western region and...

The new independent consumer body – Consumer Council for Water (CCWater) – has started work for water consumers in Wales and England. CCWater will build on the service previously provided by WaterVoice Wales.  The new organisation will have extra duties...

People’s trust in water companies risks being irreversibly damaged unless consumers witness a sustained improvement in the sector’s care of rivers and the wider environment. The warning comes from the Consumer Council for Water (CCW) as it publishes its annual...

CCW commissioned Indepen to carry out a two-part review of the challenge arrangements that water companies put in place for the 2024 price review (PR24). The aim was to assist Independent Challenge Groups (ICGs), learn from best practice and strengthen...