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.
Chair of the Consumer Council for Water