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CCW: Thames complaints skewed overall sector performance
A “disproportionately high” number of written complaints received by Thames Water skewed the sector’s overall performance in 2020/21, a report by CCWater has revealed. The consumer group’s annual report compares the performance of water companies on the number of written complaints they received per 10,000 connections, as well as assessing how well complaints were handled. It found that complaints from households to the water industry rose for the third successive year, with an 11% increase on 2019/20.
News
CCW embarks on crusade for vulnerable customers
Consumer watchdog CCW has set water companies a target of raising awareness of the priority services register from its current 42 per cent to 75 per cent by 2030. As part of a series of goals aimed at vulnerable customers, CCW also wants to helps turn around a situation where currently 51 per cent view the communication from their water company as poor.
News
CCW CEO: Shouting from the sidelines doesn’t change anything
Emma Clancy is only the second chief executive of water watchdog CCW, formerly CCWater, since it was formed in 2005. She talks to Utility Week about the advantage of a fresh perspective and the need to reposition the organisation as "part of the solution as well as pointing out the problem".
Interviews
CCW recommends centralised consumer engagement for PR24
CCW has reviewed how water companies interacted with billpayers when writing their PR19 business plans and made recommendations for best practice looking ahead to PR24 including a call for comparable nationwide data
News
Understanding the scale of water poverty
Despite Ofwat's push to lower water bills, millions of households still find them unaffordable. The sector has committed to make worrying about bills a thing of the past and is taking the first step towards that with a common metric for calculating water poverty. Utility Week explores what is involved
Analysis
‘Don’t give water firms a free pass for failure’
Ofwat's chief executive, Rachel Fletcher, told Utility Week's webinar that water companies should shoulder their own decisions and not wait for regulatory intervention to decide what to do, while CCW challenged the regulator not to give companies "an easier ride at the expense of customers”.
News
‘Customers are for life, not just for a price review’
PR19 has been the water sector's most customer-focused ever with more than five million people involved in the writing of the business plans. CCWater and Ofwat discuss how the research should be used as an opportunity to learn more about customers, not as a box-ticking exercise
News
Putting customers first – when is the job done?
Tony Smith, the outgoing chief executive of the Consumer Council for Water, looks back over his career in the sector and gives his views on the challenges ahead for 2020 - including CMA referrals - and his hopes for the future of the industry.
Interviews
Don’t mislead customers about lower bills, warns CCWater
The water watchdog welcomed the tough stance from the regulator on the PR19 final determinations but warned customers will feel misled if they believe bills will actually fall and said more must be done on affordability
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