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The Consumer Council for Water’s (CCW) fourth Testing the Waters report, which looks at how business customers in England and Wales feel about the water, sewerage and retail services they receive, is published today. The research, conducted every two years,...

Having your home or garden flooded with sewage is one of the worst things to experience as a customer. While it affects only a small proportion of people, its impact – and a poor response from the wastewater company –...

Our annual assessment of water company’s performance Water companies’ performance on everything from customer satisfaction with service and complaint handling to sewer flooding and leakage can now be compared in our latest Water Mark assessment for 2021-22. Water Mark makes...

Water companies’ performance on everything from customer satisfaction with service and complaint handling to sewer flooding and leakage can now be compared in CCW’s latest Water Mark assessment. Water Mark makes it easy for customers to access information about their...

Customers experiencing problems with their water supply will have the opportunity to get free advice and support when we hold two advice clinics in Nuneaton this month. As the voice for water consumers, we will be holding two free drop-in...

Many businesses were financially impacted by Covid-19 so it’s vital they get the help and support they need. While the open retail market gives businesses choice about who provides their water retail services – handling complaints and enquiries, sending water...

How we measure performance We use two complaint sources to gain insight into the performance of companies; complaints received directly by retailers; and complaints raised directly to CCW about companies. In 2023-24, we’ve changed how we report complaints to retailers....

Tackling business customers’ concerns over the accuracy of their water bills should be a priority for the retail water market, if it is to reverse falling levels of satisfaction. CCW says marked improvements in billing are still needed after its...

Most small and medium-sized businesses are still not reaping benefits from the retail water market in England – and that needs to change. That’s the message from CCW in our response to today’s publication of the regulator Ofwat’s fourth annual State...