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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...

Action to protect the environment and fix leaks must be a priority for water companies to build trust with their customers, according to a new study from the Consumer Council for Water. New research published today (Friday) by CCW shows...

People’s trust in their water company, as well as the industry as a whole, can be influenced by a range of different factors, including service quality, level of communication and cost. Through this research, we wanted to delve deeper into...

In 2020 we wrote to all water and wastewater companies in England encouraging them to produce a climate change adaptation report as part of the third round of reporting. We also included a set of recommendations that we would like...

Almost 1 in 5 people have left the tap running to drown out the sound of them using the toilet, according to new research which has lifted the lid on our water habits. Leaving the shower running to ‘get some...

We want people in England and Wales to have reliable water and sewerage services, while being able to play their part in taking care of the environment. That’s why a large part of our People and the Environment work involves...

GSS has not kept pace with customers’ expectations, with no review of payments or standards since 2008. There are also inconsistencies across England and Wales. We want to see minimum GSS payments increased with consistent standards across England and Wales....