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Trust in water companies reaches a 13-year low amid falling customer satisfaction
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...
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Review of Independent Challenge Groups in the water sector
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...
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Customer trust and satisfaction in water companies falling in latest Ofwat and CCW research
Customer research published today by Ofwat and consumer watchdog CCW reveals that the vast majority of people do not trust water companies to do what’s right for the environment. Less than a quarter (23%) of respondents said they trust their...
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Yorkshire Water failed customers in Goole – Ofwat and CCW research findings
Ofwat and CCW have today told Yorkshire Water they must provide better customer service, after failing to provide adequate support to residents whose water supply was seriously affected over the course of a fortnight. This comes on the back of...
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Resilient water services
Consumer behaviour change CCW will continue our campaigning work to help people, businesses and communities reduce their water use to alleviate pressure on natural resources. We will collaborate with the water sector to trial activities aimed at helping people value...
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Fair and affordable bills
End water poverty CCW will continue to work with the water companies to ensure that their plans are in line with their Water UK commitment to end water poverty by 2030. Value from the Price Review CCW doesn’t believe consumers...
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A trusted water sector
Value for customers The Guaranteed Standards Scheme – minimum standards of service for customers on things like supply interruption and sewer flooding – has not kept pace with customers’ expectations. There has been no full review of payments or standards since...
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CCW’s review of water companies’ 2025-30 business plansRead more about CCW’s review of water companies’ 2025-30 business plans
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Jenny Suggate
After a initially starting in the teaching profession, Jenny soon moved to the water sector to handle complaints and policy work in Ofwat’s Wessex Customer Service Committee and WaterVoice.
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