Consumer Council for Water

CCW: Largest water retailer skewing complaint handling improvement

Overall complaints about water retailers have fallen year on year but customer watchdog CCW has warned complaint numbers only tell part of the story. Improvements made by some companies were offset by increases in written complaints about the largest retailer in the sector, which is working with the consumer group to improve.

13/07/2022

News

Consumer group calls for tougher regulatory actions in water retail

Complaints are falling in the non-household water sector but CCW expressed concerns about the rising number of issues companies are unable to resolve

23/07/2020

News

CCW says water sector research is failing to engage customers

Despite water companies' success in canvassing more customers than ever before in drawing up their business plans for AMP7, the validity of many responses has been questioned by CCW. Data compiled by the watchdog found many participants in consumer engagement studies had limited interest or understanding of the subject and were mainly motivated by financial incentives - with some saying they found the sector "actively boring".

21/05/2020

News

Robert Light becomes new chair of water watchdog

Robert Light has been appointed as the new chair of the water watchdog and high on his agenda will be ensuring consumers’ views shape the decisions of water companies, regulators and policy makers.

14/06/2019

News

Customers ‘overcharged £24bn due to regulator error’

Utility customers have been overcharged by more than £24 billion over the last 15 years due to regulator error, Citizens Advice has claimed.

30/05/2019

News

Emotion, ethos and ethics

23/05/2019

Opinion

Ofwat may need to tackle poor retailers, says CCWater

Regulatory action may be required to tackle the root causes of growing complaints from businesses about their water and sewerage services, the Consumer Council for Water (CCWater) has warned.

20/05/2019

News

Domestic water market ‘up and running by 2022’ prediction

The opening of a competitive domestic water market will occur within the next three years, customer communication company Quadient has predicted. 

13/05/2019

News

Water sector confronts ‘profound challenges’ with new vision

Increased pressure and "profound challenges" have prompted the water industry, regulators and the government to come together to create an "ambitious vision" for the future. 

02/05/2019

News

English water retail market sees drop in customer trust

Research undertaken by the Consumer Council for Water (CCWater) has detailed a drop in levels of satisfaction and trust from non-domestic customers with their water companies. According to the figures, 87 per cent were satisfied with their water services in 2018, compared to 93 per cent in 2016.

26/04/2019

News

Water sector promises to triple leakage reduction rates

The water industry has pledged to triple leakage reduction rates by 2030, as part of a new sector-wide initiative to work in the public interest.

25/04/2019

News

Ofwat publishes draft determinations for three fast track firms

Severn Trent, South West Water and United Utilities are set to benefit from “financial and reputational” benefits after receiving “limited interventions” to their proposed business plans for 2020-25.

11/04/2019

News

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