multicolored water drops

We’re delighted to announce the publication of our Annual Review for England and Wales 2016/17 (pdf).

It sets out what we delivered for consumers during a period of enormous change for the industry, culminating in the opening of the new non-household retail water market in England on April 1, 2017.

During the year we:

  • Supported consumers with more than 19,000 complaints and enquiries about their water and sewerage services.
  • Secured nearly £1.3 million in financial redress for aggrieved customers of water companies.
  • Helped water companies to almost double take-up of social tariffs for low-income households through boosting awareness of these assistance schemes.
  • Enabled consumers to identify over £6.25 million in annual welfare benefits through our Benefits Calculator.
  • Led efforts to tackle water poverty in Wales through collaboration and campaigning.
  • Made sure the new non-household retail water market in England reflected what customers wanted and addressed their concerns.
  • Used customers’ views to help inform the UK Government’s decision on household competition in England.
  • You’ll find details on these and our many other achievements for consumers in this year’s review.
  • We’re grateful to the many stakeholders and other organisations that have helped us to deliver so much for consumers and ensure that we keep their interests at the heart of a changing water industry.

Alan Lovell
Chair of the Consumer Council for Water