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CMA: is the customer voice being heard?
More customer engagement was carried out at PR19 than in any previous price review. But how has this translated into tangible outcomes for consumers, and is the CMA listening? CCW’s Mike Keil explores whether the customer voice is being heard as the appeal process continues. A step change in both the quality and quantity of…
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CCW shares lessons learned from 2019 Price Review
Future price reviews must strengthen customers’ influence over every stage of the price setting process and beef up the incentives to improve customer service and reduce complaints. Those are just two of the key findings to emerge from the Consumer Council for Water’s (CCW) assessment of the 2019 Price Review which has been published today….
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CMA publishes its Provisional Findings in review of water price controls
This morning, the Competition and Markets Authority (CMA) published its Provisional Findings following four water companies’ appeals against Ofwat’s final determinations on price controls for 2020-25. Ofwat’s determinations set out the amount that water companies can charge their customers in that period, as well as the services and investments customers can expect to receive in…
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Y CMA yn cyhoeddi ei Ganfyddiadau Cychwynnol wrth adolygu rheolaethau ar bris dŵr
Y bore yma, cyhoeddodd yr Awdurdod Cystadleuaeth a Marchnadoedd (CMA) ei Ganfyddiadau Cychwynnol yn dilyn apelau gan bedwar cwmni dŵr yn erbyn penderfyniadau terfynol Ofwat ar reoli prisiau ar gyfer 2020-25. Mae penderfyniadau Ofwat yn nodi’r cyfanswm y gall cwmnïau dŵr ei godi ar eu cwsmeriaid yn y cyfnod hwnnw, yn ogystal â’r gwasanaethau a’r…
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Watchdog targets poor performers as majority of water companies reduce complaints
Two-thirds of water companies reported a fall in written complaints from their customers last year – but a rapid improvement is needed from two of England’s suppliers. That’s according to the latest annual household customer complaint handling report from the Consumer Council for Water (CCW), which compares the performance of water companies in England and…
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Annual Review shines light on CCW’s achievements
It’s hard to recall a year in our short history that has involved more changes or challenges than 2019-20 and those are reflected in the publication of today’s Annual Review. Whether it was securing the best possible deal for customers as the 2019 Price Review reached its conclusion or working with the industry to support…