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A significant area of our work involves complaints which we involves: Customers who complaint to us about their water company; and Complaint information reported by companies where we identify areas of concern and raise with the companies what they are...

Water is an essential service – it should be affordable to all customers and delivered in a way which meets everyone’s needs, whatever their circumstances. Our Senior Policy Manager Andy White considers what our latest report on companies’ performance on affordability...

A third of Welsh Assembly members made a pledge to save water and discovered more about how the Water Watchdog is supporting their constituents during a drop-in session in Cardiff on Tuesday. Three ministers – including Minister for the Environment...

Following feedback from stakeholders, we have revised our approach to publishing the operational information that water companies share with us. Rather than this being contained in one report, the information will now be broken down into the following categories and...

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...