water complaints

CCW responds to the poor health of English rivers

CCW has today responded to the Environmental Audit Committee’s report on the poor health of England’s rivers, which warns of failures in monitoring, governance and enforcement. Emma Clancy, Chief Executive of CCW, said: “The water sector must work harder to hear the voices of all people and communities in the debate around protecting our rivers…

How to find help if you cannot afford your water bill

With soaring energy bills and other rising costs turning up the heat on household finances, it’s even more important to make sure you’re getting the help you need from your water company. Water is often the ‘forgotten utility’ when it comes to saving money but there are many ways to reduce your bills – particularly…

Contacting us over Christmas

Our consumer relations team will be wrapping up for a festive break on Christmas Eve with our lines closing at 5pm. The team will be back to answer your calls from 8.30am on Wednesday 29 December. Below you’ll find the times our team will be available to respond to calls over the festive period: Christmas…

Water market needs to deliver for all business customers

Most small and medium-sized businesses are still not reaping benefits from the retail water market in England – and that needs to change. That’s the message from CCW in our response to today’s publication of the regulator Ofwat’s fourth annual State of the Market report. This examines how well the market is performing for the…

Update: What’s happening to our rivers?

On 29 November, CCW wrote to both Ofwat and the Environment Agency (EA) to find out more about their investigation into potential unpermitted sewage discharges into rivers and other bodies of water. In particular, our letter requested information on how they intend to hold wastewater companies to account, how long this will take and the…

Strengthening PR24 through people power

It only seems like a short time ago we were working on our lessons learned report for the 2019 price review. That was well over a year ago and now the 2024 juggernaut is getting into gear and building up speed. Mike Keil, Director of Policy, Research and Campaigns at CCW, explores an important new…

Blog: Talking to customers about the need to save water – what works?

Many parts of the UK are set to face water shortages by 2050; yet the prospect of having reduced access to water as a result of climate change can feel quite distant to customers. Our research suggests that more than half of customers in England and Wales are not aware of the challenges we face….

CCW research into kitchen sink habits Highly Commended at Market Research Society Awards

CCW research, produced in collaboration with Blue Marble, into the kitchen sink habits of households in England and Wales has been Highly Commended at the Market Research Society (MRS) Awards 2021. The Sink Sense research used motion sensitive cameras to observe the difference between what consumers tell us about their kitchen sink habits and what…

Fuel and water bills: Make sure you’re not missing out on vital help this winter

Last Friday was Fuel Poverty Awareness Day, a day established by the National Energy Action (NEA) charity to highlight the growing issue of fuel poverty across the UK, as well as to ensure people that need it are supported and signposted to get the help they need. CCW recently undertook an independent review of water…

Efforts to address climate change and water poverty must go hand in hand

A major challenge facing all water companies is ensuring water and sewerage services can meet the needs of future customers in our changing climate, and in a way that protects our environment. Meeting this challenge will require a long-term vision, planning, decisive action and significant investment. And for customers, this investment means they are likely…

Video: What’s happening to our rivers?

Watch with Welsh subtitles on Youtube When we flush the loo, drain the kitchen sink, or when rain water drains from our streets, that wastewater enters the sewerage system where it is sent to be treated and disposed of responsibly. At least, that is the service we should be able to expect. A number…

CCW responds to launch of investigation into sewage discharges

CCW has today responded to the launch of an investigation by regulators into claims of illegal discharges of sewage into rivers, streams and other water courses. Ofwat and the EA will lead the investigation after new checks led to water companies admitting that they could be releasing sewage discharges which were not permitted under their…

Businesses want more help understanding their water consumption

More than half of business customers want better information on their water consumption to help them understand how they can reduce their use of water. That’s just one of the key findings to emerge from research commissioned by the Retailer and Wholesaler Group (RWG) and supported by CCW. The survey forms part of wider efforts…

Video: Neve, 14, quizzes her water company on climate change

You can watch a version with Welsh subtitles on our Youtube channel. Young people are set to experience some of the worst impacts of climate change, including water shortages and flooding. To coincide with COP26, CCW invited a future water customer from Stockport to interview the Director of Environment at her water company to…

Climate change is no excuse not to compensate repeat sewer flooding victims

Sewer flooding has long been a blight on the lives of many families in England and Wales. Yet in the almost 30 years I have worked in the sector there hasn’t been much advancement in support for the people whose homes fall victim to the contents of other peoples toilets. And it is a problem…

Blog: Think climate change, think accessibility

When you think of COP26, the link to people in vulnerable circumstances may not immediately spring to mind. Yet one of the main objectives of the summit is to challenge countries to adapt to protect communities and natural habitats. This includes building defences, warning systems and resilient infrastructure to avoid loss of homes, livelihoods and…

Half of water customers unaware of extra help

People most in need of help could be missing out on essential extra support from their water company, despite record demand sparked by the Covid-19 pandemic. That’s according to the latest assessment by CCW, which ranks water companies according to their performance on a range of important measures, including customer satisfaction, service failures and complaints…

CCW statement: Storm overflows

A spokesperson for CCW said: “Customers expect water companies to be good custodians of the environment; inappropriate use of storm overflows is unacceptable and people justifiably want action. Water companies need to address the harm caused by these overflows, and that must be part of a wider package of investment to end the misery caused…

Two-thirds of complaints to water companies involve concerns over bills

Households have a right to expect clear and accurate water bills and be treated with empathy by water companies if they slip into debt. That’s the message from the Consumer Council for Water (CCW) which is calling on water companies to address household customers’ concerns over bills. These concerns dominated two-thirds of the 93,758 written…

2 out of 5 people living in water-stressed regions think water is plentiful

Research by the Consumer Council for Water (CCW) shows that 41% of people living in parts of England where water resources are under the most pressure think that water is plentiful where they live. That’s despite more regions than ever before being classed as seriously water stressed by the Environment Agency, including the South East,…

Blog: Climate change is all about water – let’s make COP26 count

The latest UN international climate conference, or COP26, is weeks away (COP stands for Conference of Parties and the 26 indicates that this is the 26th one – catchy, eh?). Water, of course, is high on the agenda. Water is the first way most people, wherever they are in the world, have experienced the impact…

CCW appoints Nicola Brown as Director of Consumer Relations

CCW is pleased to announce the appointment of Nicola Brown as its new Director of Consumer Relations. Nicola joins the consumer body’s Executive Team having spent the last six years working for Npower as Head of Customer Contact following four years at British Gas. In both organisations, Nicola led large operational teams in delivering great…

Giving customers a voice in the future of their water supplies

Ask anyone who doesn’t work in the water sector what they want from the next price review and you’ll probably be met with blank expressions. Yet ask people about issues like affordability, tackling climate change, investment in infrastructure, protecting the environment, helping people in vulnerable circumstances, and you’ll be met by a wide range of…

Blog: The Chelsea Flower Show reminds us of water’s vital role in our environment

The Chelsea Flower Show returned this week for a one-off autumn showcase. Like most of us watching the news coverage from home, I’m not lucky enough to be among the crowds who will be visiting this weekend. But seeing these exquisitely designed gardens on TV provided a moment to reflect on the importance of nature in…

Struggling households urged to seek water bill lifeline as Universal Credit cut looms

Universal Credit claimants that are set to see their payments cut next month are being urged to make sure they don’t miss out on untapped support to keep their water bills affordable. The Consumer Council for Water (CCW) says water companies have a range of schemes that could ease some of the pressure on households…

Water market needs to start delivering benefits for all businesses

All businesses deserve a good service from their water retailer and for a swift resolution to problems when they occur but too many customers are still having to make a complaint. The Consumer Council for Water (CCW) is calling for improvements to make life easier for customers already facing the immense challenge of running a…

CCW chief among lead speakers at vulnerability conference

CCW Chief Executive Emma Clancy will call for closer collaboration to end water poverty at Utility Week’s Consumer Vulnerability and Debt Conference this autumn. The flagship digital event (14-15 September) will bring together a wide range of leading experts from across utilities and other sectors to share their insights on solving debt and supporting those…

Moving day for CCW

CCW’s Birmingham head office moves to a new location today. From 4 August, our new address will be: CCW 23 Stephenson Street BIRMINGHAM B2 4BH Telephone: 0300 034 2222 Email: enquiries@ccwater.org.uk This is now the address that all consumer complaints and enquiries will be forwarded to.

A third of businesses ‘severely impacted’ by pandemic

A third of businesses have been forced to review their future plans after being severely impacted by Covid-19, according to the latest CCW research. CCW’s Testing the Waters survey also found that less than a quarter of business customers could recall receiving information from their water retailer about the help and support available to them…

Taking tap water for granted?

Over the course of the pandemic, we’ve all had to learn to adapt to new ways of living and interacting with one another. I’m sure, like me, you’ve also found yourself becoming much more aware of what is important and essential in our lives. One thing that has remained fundamental to our lives is a…

CCW responds to water companies’ environmental performance

CCW has responded to today’s annual environmental assessment report of water companies by the Environment Agency. While there were some improvements none of England’s nine water and sewerage companies achieved all of the environmental expectations set out for 2015 to 2020. This included failing to reduce total pollution incidents by at least one-third compared with…

CCW responds to Southern Water’s record fine

CCW has responded to today’s sentencing of Southern Water which has seen the company hit with a record fine of £90 million for a catalogue of environmental failings that resulted in widespread pollution. The company had previously pleaded guilty to 6,971 unpermitted sewage discharges – equating to one sewer pipe leaking non-stop for seven years,…

Shocking kitchen sink habits caught on camera

Households’ shock at their own kitchen sink manners caught on camera. Low awareness of how much water we really use in the home. CCW challenging consumers to develop their ‘sink sense’ to use water more mindfully. Pouring large amounts of used cooking oil down the plughole and leaving the tap running for over 23 minutes…

Support with water bills still not reaching many of those that need it most

Water companies must improve the way they engage with their customers to ensure those that are struggling most to afford their water bills don’t miss out on support. Just over 1 in 4 households across England and Wales felt their finances had changed for the worse during the last year and those who were already…

UPDATED: Covid-19 support for business customers extended

Measures to help business customers that are struggling to pay their water bills after being hit in the pocket by the pandemic have been extended. The option to take out a repayment scheme should now be available to all businesses in England that can evidence their finances have been impacted by Covid-19 until the end…

CCW welcomes new independent Board members

CCW is pleased to welcome four new independent non-executive Directors to its Board, following their appointment by the Secretary of State for Environment, Food and Rural Affairs. Lisa Tennant, Jeff Halliwell, Rachel Onikosi and Bev Keogh all began their new roles with the consumer body on 1 June. Their appointments represent the latest move by…

UPDATED: Help for business customers impacted by COVID-19 lockdown

The easing of lockdown measures across England and Wales from 17 May will have come as a welcome relief for the many businesses that had been instructed to close. However, challenging times may still lie ahead, especially uncertainty around business income. If your company has been disrupted or hit financially, we want to ensure that you…

Recommendations unveiled to end water poverty and bolster support for millions of households

Proposals have been unveiled to end the postcode lottery of support for millions of households across England and Wales who are unable to afford their water bill and to improve access to wider help. About 1.5 million customers currently living in water poverty would have their bills made affordable under the proposals set out today…

Make it your business to save water this Water Saving Week

Over the next three decades, factors such as our changing climate and growing population are going to increase the pressure on our water resources. Unless we respond to the challenge, by 2050 demand could outstrip the amount of water available to us That’s why at CCW, we’re proud to be sponsoring Water Saving Week –…

Our strategy for 2021-24

Ending water poverty and the misery caused by sewer flooding will be among the key issues that will dominate CCW’s campaigning over the next three years. They both feature in our our Strategy for 2021-24 which sets out CCW’s mission, strategic objectives and campaigns up until 2024. The strategy will be instrumental to our efforts…

Households urged to soak up April shower of bill savings

Average water and sewerage bill set to fall by about £2 to £408 from April – but households face other potential increases from energy, council tax, mobile, broadband and TV Consumer watchdog CCW says more than a million low-income households are now receiving reduced bills through water company support schemes but large numbers still missing…

Customers should have a bigger say over CMA decisions, says consumer watchdog

The Consumer Council for Water (CCW) has responded to the Competition and Markets Authority’s (CMA) final decisions on the appeals lodged by four water companies against the five-year price controls set by regulator Ofwat in December 2019. Emma Clancy, Chief Executive of CCW, said “Customers want their voices to be heard and their views should…

Speaking your language

Making information accessible to all is so important. As an organisation dedicated to helping people, it’s important that CCW does the best it can to make sure everyone can access the advice and information we provide, in a way that works for them. Our recent Water For All report revealed that there is still much…

CCW backs action plan to help business customers save water

An action plan to help business customers across England become water efficient has been published with the support of the Consumer Council for Water (CCW). The plan has been prepared by the Retailer Wholesaler Group (RWG) and sets out a series of steps that will need to be taken in collaboration with government, regulators, business…

Former CCW chief picks up industry award

Former CCW chief executive Tony Smith has scooped a top industry award for his outstanding contribution to the water sector and achievements championing the interests of water consumers. Mr Smith – who brought the curtain down on his 15-year career with the consumer body in June 2020 – picked up the industry champion award at…

Opportunity knocks in the form of Climate Change Adaptation Reports

Consumers are more aware than ever of the seriousness of the climate challenge facing the planet. Media coverage of climate activism from the Extinction Rebellion movement, as well as public figures, such as Greta Thunberg and Sir David Attenborough, shining a light on the issue has brought it to the forefront of public discussion. Connecting…

More than 140,000 households in Wales receive ongoing help with water bills

Consumer watchdog CCW says more than 140,000 households are now receiving reduced bills through water company assistance but large numbers still missing out About 1 in 8 households were struggling to afford their water bill before Covid-19 struck Households clock up potential bill savings totalling £14 million over the past year after using CCW’s free…

More than a million low-income households receive ongoing help with water bills

Average water and sewerage bill set to fall by about £2 to £408 from April – but charges will vary with millions of households in England and Wales still facing an increase Consumer watchdog CCW says more than a million low-income households are now receiving reduced bills through water company support schemes but large numbers…

Utility Week Customer Summit 2021

Utility Week Customer Summit 23-24 February 2021 | Online As customer leaders look to absorb lessons from the trials of 2020 to build more efficient and resilient ways of serving domestic and non-domestic customers in the years ahead, Utility Week’s Customer Summit provides an unmissable opportunity to learn, validate plans and network with an unrivalled…

Make a difference to someone this Brew Monday

Often referred to as the most depressing day of the year, Blue Monday is supposedly the saddest day of the year, due to a combination of bad weather, long nights and personal debt following the Christmas period. This year – after a tricky 2020 for many of us – the Samaritans are turning Blue Monday…

An important lesson learnt following long running dispute

This outcome would not have been achieved without the intervention and persistence of CCW. The issue A primary school was told by their water retailer that they had used an unusually large volume of water over a relatively short period, resulting in a bill of almost £121,000. The retailer was adamant that because the meter…

Faster complaint response times in the pipeline for most water customers

Consumer watchdog CCW has led calls for water industry to speed up response to complaints Ten water companies pledge to improve on existing industry standard of ten working days Majority to reduce target to five working days from April as CCW and regulator Ofwat press for wider improvements on complaint handling Northumbrian Water (two days)…

CCW seeks views on ambitious three-year strategy

Making sure water is affordable for every household and safeguarding services in the face of our rapidly changing climate are among the leading priorities in the Consumer Council for Water’s (CCW) most ambitious ever strategy. CCW has today launched its draft three-year blueprint for 2021 to 2024 which sets out the mission, strategic objectives and…

Incorrectly billed for two meters

The issue Mr B approached CCW after he discovered that his business had been overcharged for a number of years for two meters at his property – the meters he was being charged on were duplicate, and therefore incorrect. This was only discovered when Mr B switched supplier following the opening of the water retail…

A simple recipe to avoid a dinnertime disaster

With Christmas just around the corner, you may have already started to plan your festive feast. Will it be turkey, maybe duck, or even a nut roast? Whatever you have on the menu this year, we hope everyone will follow the same simple recipe to avoid a kitchen nightmare. Our sewer expert Steve Grebby shares…

Water retailers urged to keep helping businesses on the road to recovery

Retailers must keep doing everything in their power to help struggling businesses impacted by Covid-19 get back on their feet without the threat of debt recovery action. That’s the message from the Consumer Council for Water (CCW) which has been helping some retailers resolve a rise in billing disputes over the summer months as many…

As easy as A, B, C? Survival tips for a peaceful winter

This year in particular has probably been a more challenging year than usual for most of us. Having to adapt quickly to find ways to deal with the ‘new normal’. From financial to practical, winter is a time that can also bring a new set of challenges; things we may not think about at other…

Learn more from complaints to improve services for customers, water companies urged

Water companies should do more to stamp out the root causes of customers’ frustration and improve their overall service. A joint report published today by the Consumer Council for Water (CCW) and Ofwat shows the industry is not making the most of opportunities to learn from its mistakes and the complaints data it has at…

Green investment plans must have customer backing

The road to recovery from Covid-19 is going to be a long and hard one but we believe water companies can play a vital role in helping us to overcome the economic and social challenges we now face. That’s why back in July we joined the UK Government and other regulators in supporting a joint…

Consider the financially vulnerable, CCW urges the CMA

Careful consideration should be given to the future affordability of water bills, the Consumer Council for Water (CCW) has told the Competition and Markets Authority (CMA). Steve Hobbs, Senior Policy Manager, reflects on the latest hearing. In a late-scheduled second hearing on 17 November, CCW was invited to provide additional evidence to the CMA, giving…

Lifting the lid on leaky loos

Our recent Water Makes It Possible campaign gave us the opportunity to appreciate just how amazing water is, and sadly how much we can all be guilty of taking it for granted. Despite water being a vital resource, we probably don’t give it too much thought – how does it get to my tap? Will…

Water retailers reminded to treat struggling business customers fairly

Making sure that business customers who have been impacted by Covid-19 are well supported by their water retailer has been a pressing priority for CCW since the outbreak of the pandemic. That’s why we have supported a raft of measures over the past six months designed to protect business customers who are struggling to pay…

Consumer watchdog pledges to help more households access water company support

A fresh bid to break down the barriers to households getting the support they need from their water company during Covid-19 and other periods of disruption has been launched by the industry’s consumer watchdog. The Consumer Council for Water (CCW) has today published its Vulnerability Manifesto which sets out a series of commitments to make…

Welling United scores following a badly installed meter

Welling United Football Club received an unexpectedly large water bill in August 2019. After investigation, a leak was discovered, which had been caused by Thames Water fitting the water meter incorrectly. The club’s retailer, Castle Water, failed to adequately argue that the club should receive a full refund as the leak was the result of…

Sky’s the limit when it comes to valuing water

Whether it’s brushing our teeth and watering the garden or washing or hands to keep ourselves protected from COVID-19 – almost every aspect of our lives depend on water. Sometimes though it’s easy to take it for granted and forget how precious it is not just for us but for the natural world around us….

CCW supports Consumer Vulnerability and Debt Conference (1-3 Dec)

The Consumer Council for Water (CCW) is delighted to be supporting and taking part in the 2020 Utility Week Consumer Vulnerability and Debt Conference (1-3 December). The conference comes at a time when utilities are grappling with the immediate and long-term challenges posed by Covid-19 as more households find themselves in vulnerable circumstances. CCW’s Andy…

CMA plans could tip the balance for struggling households

The Consumer Council for Water (CCW) has today called on the Competition and Markets Authority (CMA) to “think again” after voicing concerns over its provisional plans for four water companies’ future bills and service commitments. CCW has published its formal response (pdf) to the CMA’s proposals for Anglian Water, Northumbrian Water, Bristol Water and Yorkshire…

Review targets stronger support for customers struggling to afford water bills

Stronger support for household customers who are struggling to afford their water bills has moved closer with the launch of a major review into existing assistance schemes. The Consumer Council for Water (CCW) has today issued a call for evidence after being asked by the UK and Welsh Governments to undertake an independent review of…

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…

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….

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…

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 (pdf) from the Consumer Council for Water (CCW), which compares the performance of water companies in England…

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…

Water companies urged to accelerate response to climate change

Up to 14% more properties flooded with sewage in 2019-20 compared to the previous year. People’s consumption of water reduces for the first time in 5 years but still 2% higher than 2014-15. Leakage falls by 7% to its lowest level in a decade. Customers cut off water supply for an average of 11 minutes…

Water companies in Wales urged to accelerate response to climate change

People’s consumption of water in Wales increased in 2019-20 to its highest level in five years. In 2019-20 leakage fell by 3% in Wales but remains high in the area served by the smaller water company in Wales (Hafren Dyfrdwy). Consumers in Wales were cut off from their water for an average of 14 minutes…

Households in Wales at risk of missing out on water bill lifeline

1 in 8 consumers in Wales say they struggle to afford their water bill About a third of customers have little awareness of water company support and are less likely to contact them for help – according to water consumer body CCW’s annual survey Under 25s, over 75s, Black-Caribbean and ethnic minority groups most at…

Households at risk of missing out on water bill lifeline when they hit hard times

1 in 10 households in England and Wales say they struggle to afford their water bill About a third of customers have little awareness of water company support and are less likely to contact them for help – according to water consumer body CCW’s annual survey Under 25s, over 75s, Black-Caribbean and minority ethnic groups…

CCW’s statement on new leakage figures

We responded to today’s publication of the latest leakage figures from Water UK. The figures show that water companies in England and Wales lost about 2.95 billion litres of water every day through leaky pipes – a 7 per cent reduction on the previous year. Emma Clancy, Chief Executive, said: “After a decade of complacency…

CCW keeps pressure on poor performing water retailers as complaints fall

Written complaints about water retailers fall for first time since vast majority of business customers in England were given freedom to switch supplier in 2017. BUT consumer group CCW still handling four times more complaints than before market opened up. Billing complaints account for bulk of disputes – leaving some customers feeling “trapped”. Water Plus,…

Customer support must drive CMA decisions

As the Competition and Markets Authority (CMA) prepares to make final decisions over four water companies’ future plans, the Consumer Council for Water (CCW) warns that customers must not lose out on the service levels and investment they value most. Steve Hobbs, Senior Policy Manager at CCW, explains. Four water companies in England – Northumbrian…

Love Water: Majority of Brits unaware of pressure on water resources

It never rains, it pours – or that’s how it might seem to the majority of us in the UK who believe we live in a wet and rainy country, according to a new nationwide survey. The Great British Rain Paradox also reveals that 72 per cent of people believe we have enough water to…

CCW appoints Emma Clancy as new chief executive

CCW has appointed Emma Clancy as its new chief executive to lead its efforts in building a fairer and more resilient water sector for consumers. Emma will take the reins at the water consumer group from 1 July after joining from global building products manufacturer BMI where she was Director of Care. She boasts a…

Save water without breaking sweat as temperatures soar

It’s not just temperatures that have been soaring over the past month – so has our demand for water with latest figures suggesting water companies are pumping out an extra 2.25 billion litres every day. The increase in use has been fuelled by the driest May since records began and compounded by the fact more…

Help for customers struggling to pay

There are times when people may find themselves struggling to afford bills and the impact of the recent COVID-19 pandemic will have only served to increase the financial pressures on some households. Our information guide ‘Help for customers struggling to pay (pdf)‘ gives you a summary of the schemes available to support cash-strapped customers in…

CCW warns against changes by CMA that might risk draining customer support

Customers must not lose out on the service levels and investment they value most when the Competition and Markets Authority (CMA) re-examines four water companies’ future plans. That’s the warning from CCW – the voice for water consumers – which has written to the CMA to share its views on the cases put forward by…

Struggling business customers must not miss out on water bill support

Cash-strapped small businesses could be left in the dark over accessing support with their water bills during the coronavirus crisis, a consumer group has warned. CCW – the voice for water consumers – is urging business customers that have been impacted financially during the pandemic lockdown to make sure they are not missing out on…

Help your community thrive this Water Saving Week

It’s difficult to contemplate life without a safe and reliable supply of water, particularly when we find ourselves caught in the grip of a global health crisis. Whether it’s washing our hands or keeping ourselves hydrated, it’s easy to forget that every aspect of our lives depends on water. The past few months have taught…

Long wait for water meter

The issue Mr C had requested to be switched to a water meter, which was eventually installed by his water company in March 2019. However, the company continued to take direct debits based on unmetered charges. Mr C tried to resolve the issue but received conflicting information, including being told he did not have a…

Incorrectly charged for leak

I just wanted to get in contact to say we have finally got somewhere with our water company, thanks to you guys getting involved! I really appreciate your help. The issue When Ms M moved into her property, she set up a direct debit of £40 which she felt would be more than enough to…

Water leak at a school

The issue A business manager of a school contacted us following its water wholesaler’s refusal to grant a leak allowance. It rejected it on the grounds the repairs to the leak at the school were not made within the 30-day timescale stipulated within the allowance policy. What we found When we investigated it became clear…

Launch of Water Mark assessment of industry performance

We have launched our Water Mark assessment to showcase how well water companies are delivering in the areas that matter most to their customers. We have pulled together previously published information on customers’ views, complaint numbers and operational performance to highlight how companies are performing in a simple table. Every area of performance has been…

Repeated delays in getting water meter installed

The issue Mr U felt he would be much better off on a water meter but after six months of trying to get his water company to install one, he contacted us for help. What we found We contacted Mr U’s company and asked it to explain why there had been such a long delay…

Missing payment

The issue Mr R paid his water bill in November 2019 but his company claimed otherwise and chased him for money, despite the fact he had evidence of his payment. The customer asked his company to investigate but the issue remained unresolved after three months and so he turned to us for help. What we…

Charged twice by water company

The issue Mr W was acting as a power of attorney for his friend who was having issues with debt owed to his water company. He had discovered the company had been continuing to take money directly from his friend’s benefits, despite a direct debit plan being set up, meaning his friend had been paying…

Mistakenly switched to a business account

Finally everything has been sorted out and that should be the end of the matter. I just wanted to say thanks for your help The issue Mr D had discovered his water company had mistakenly switched him from a domestic account to a business one. The company admitted its mistake and switched the account back…

Three different water bills

The issue Mr P was put on a water meter by his water company as part of its compulsory metering programme. Shortly afterwards, Mr P and his family went abroad for three months but on their return received three bills for differing amounts using estimated meter readings. Mr P had explained that he was unable…

Incorrectly charged as a business customer

This is an excellent outcome, one that would not have been achievable without CCW’s involvement. The issue Mr L received an unexpectedly high bill which he felt was linked to recent work carried out in his street by his water company. Despite raising a complaint, Mr L heard nothing until a debt collection agency got…

Read our latest Forward Work Programme

Campaigning for water charges that everyone can afford and ensuring services are able to stand the test of time will be among the leading priorities for CCW over the next three years. The voice for water consumers has published its Forward Work Programme for 2020 to 2023 (pdf) which sets out our mission, strategic aims…

Households hit by virus impact urged to tap into water company support

Households whose finances are being impacted by the coronavirus outbreak are being urged to tap into support from their water company. CCW – the voice for water consumers – says many customers could benefit from existing schemes including payment breaks, WaterSure and social tariffs which can substantially reduce the bills of customers on a low…

Seeking support during the coronavirus outbreak

We know that this is a challenging and uncertain time for everyone and that the coronavirus outbreak is having an impact on so many aspects of our lives. That’s why we want to reassure you that CCW is working closely with the water industry, regulators and Government to make sure the water and sewerage services…

Farmers and water bills: time to charge ahead for accurate billing

Paul Hammett, the NFU’s National Water Resources Specialist, discusses the impact the retail water market has had on farmers’ bills – and how they can avoid falling foul of inaccurate wastewater charges. “At the NFU we have again been reminding livestock farmers to carefully check their water and wastewater bills, particularly where they have livestock…

Coronavirus (COVID-19)

Due to Government guidance surrounding the Coronavirus outbreak, we’re changing some of our working arrangements. We aim to minimise any disruption to the service we provide but you can help by contacting us, where possible, through our online form.

CCW backs plan to tackle threat to future water supplies

A blueprint to protect the future of our water supplies and environment from the impact of climate change and a growing population has received backing from CCW. Today marks the launch of the National Framework for Water Resources which brings together industry, regulators and government to transform the way we use and look after our…

CCW consults on changes to regional committees

CCW is consulting on proposed changes to its structure which would see it reduce the number of committees it has across England and Wales. Under the proposals our five existing committees which are spread across the two countries would be replaced by just two – one leading our work in England and another focused on…

Welcome to the CCW Business Customer Hub

Welcome to the new CCW Business Customer Hub – a one-stop shop for all the latest news and views from the world of water. Who are we? For those of you who may be unfamiliar with CCW and what we do, let’s start with a brief introduction. We began life in 2005, originally as the…

Water companies set out plans to meet the needs of a growing population

Balancing the needs of a growing population and the pressure on future water supplies will be the focus of a consumer group’s meeting in Peterborough on Tuesday (3 March). CCW – the voice for water consumers – will be joined by local water companies, including Anglian Water, Severn Trent and South Staffs Water, along with…

CCW bids to end water customers’ frustration over billing complaints

Tackling the root causes of complaints about bills and debt could help transform consumers’ views of the water industry, according to a new report. CCW – the voice for water consumers – is launching a fresh bid to help the industry get to grips with billing complaints, which continue to cause enormous frustration for thousands…

Customers in Wales urged to tap into ways to save

Last week it was announced that the average cost of water bills in Wales is set to rise from April. With 1 in 8 customers already telling us they find their water bill unaffordable, this will undoubtedly have an impact on people already feeling the pinch. With this in mind, CCW’s Senior Policy Manager, Lia…

Business customer complaints about retailers fall for third successive quarter

The number of business customer complaints about retailers raised with the consumer watchdog has reached its lowest level for a year and a half. CCW – the voice for water consumers – saw the number of complaints made to it by non-household customers fall for a third successive quarter. CCW handled 812 complaints about retailers…

Switching to a meter could help dilute impact of rising water bills in Wales

Average water and sewerage bill set to rise for Dŵr Cymru Welsh Water and Hafren Dyfrdwy customers from April – but changes will vary depending on circumstances. Changes mark start of new 5-year package of prices and investment. Switching to a water meter could save some households in Wales more than £100 a year. 1…

Time for households to supercharge savings as water bills are slashed

Average water and sewerage bill in England and Wales set to fall by £17 to £397 in April Northumbrian, Southern and Wessex customers set for biggest reductions CCW says many households can ‘supercharge’ savings by switching to a meter Marks the start of new 5-year package of lower bills and increased investment Only 6 in…

Customers given chance to quiz water companies on future spending and bills

Customers can discover how water companies plan to improve services while also cutting bills over the next five years, when the Consumer Council for Water (CCW) meets in Sheffield on Monday (27 January). Representatives from Northumbrian Water, United Utilities, Yorkshire Water and Hartlepool Water will set out how they intend to deliver improvements in a…

You have the power to save this Big Energy Saving Week

We are delighted to be supporting Big Energy Saving Week (BESW), which begins today. BESW is a national campaign, which aims to help people cut their energy bills, as well promoting the types of financial support available to those that need it. This year’s theme is use your power to make a big difference –…

Water company performance under the spotlight at watchdog meeting

Customers will have the opportunity to hear first-hand how their water company is performing when the Consumer Council for Water (CCW) holds its public meeting in Birmingham on Wednesday (22 January). CCW is inviting the public to hear how their company is operating in a number of key areas, from customer service to sewer flooding….

Regulators and CCW launch utility scorecards

The Consumer Council for Water has joined forces with UK regulators to make it easier for consumers to keep track of how well utility companies are performing across a range of services. A series of performance scorecards (pdf) has been produced highlighting the performance of companies across water, energy, telecoms and banking as part of…

Billed incorrectly for two meters

The issue Following a leak, the owner of a care home was advised by engineers that her property appeared to be being billed using two meters rather than one – both having been in place since 1998. Ms S got in touch with an independent plumber to investigate the issue, and they concluded that both…

Incorrectly billed as a business customer

Thank you, yet again you have come up trumps. The issue Ms B’s property had previously belonged to a large working farm; however since she purchased her home it no longer had a commercial element. Despite this, her property’s supply was taken over by a business water supplier. Her new supplier and previous supplier refused…

Unusually high bill

I really would like to thank you, it has been such a stressful time and I felt so vulnerable, it is such a relief. Thank you so much for your help. The issue Ms D contacted us after receiving an unusually high bill from her water company. Her supplier investigated and established that there was…

Retailers urged to sustain fall in complaints to watchdog

Complaints about retailers received by the Consumer Council for Water (CCWater) fell for a second successive quarter to raise hopes of a sustained improvement. The water watchdog received 835 complaints from business customers between 1 July and the end of September 2019 – the lowest number it has handled in a single quarter since the…

Keeping you one step ahead of bogus callers

Latest figures suggest that more than half of pensioners in the UK have been a victim of scammers. Scams come in all shapes and sizes – from fake emails to phone calls claiming you’re the lucky winner of a huge cash prize. It could even be someone simply knocking on your door pretending to be…

Don’t pay the price for feeding a fatberg this Christmas

Pouring turkey fat and other festive leftovers down the plughole could leave households forking out a small fortune this Christmas. That’s according to the Consumer Council for Water (CCWater) which says about a fifth of us still confess to putting fat, oil and grease from cooking down the sink – increasing the likelihood of a…

2019 Price Review: Good deal in the pipeline for most water customers

A good deal is in the pipeline for most water customers over the next five years after industry regulator Ofwat announced many households will see falling or flat bills and substantial investment in the services people care most about. The Consumer Council for Water has given its initial response to the regulator’s final decisions on…

Water services under the microscope at watchdog’s meeting

Water companies’ abilities to plan for the future will be scrutinised when the Consumer Council for Water (CCWater) meets in Welshpool on Tuesday (17 December). Suppliers in Wales will join the Water Watchdog at its public meeting to examine how water services in rural Wales could be safeguarded for the future. There will be a…

Share your views on our Forward Work Programme

The Consumer Council for Water has launched a consultation on its draft Forward Work Programme in England and Wales for 2020-23. Our Forward Work Programmes are shaped by what consumers say we should be doing to represent them, and our knowledge of the detriment consumers experience. This year we considered new views from consumers and…

General Election 2019 – what it means for our communications

The race for Number 10 is officially underway – and that has implications for a non-departmental public body like CCWater. In the run-up to polling day on 12 December we’ll be limited in what we can say and do due to election period (purdah) restrictions and the need to make sure we remain completely impartial….

Water good lesson for a happy student house

So you’ve moved away from home into your student house and are starting to finally settle in. Making new friends and sharing new experiences can make it an exciting time – but it also brings fresh challenges and responsibilities too. To make life a little easier, we’ve compiled some of our favourite tips to help…

Frightfully good ways to save this Halloween

Receiving your water bill is enough to send shivers down the spine, especially if you are already struggling financially. Our latest Water for All report shows that about 3 million households currently find their water bill unaffordable – but there are ways to slash your charges. We’ve compiled some of our simple tricks to help…

3 million households struggle to afford water bills despite rise in assistance

A new report by the Consumer Council for Water (pdf) shows that almost 700,000 low-income customers received bill reductions through a range of assistance schemes in 2018/19 – up 28 per cent on the previous year. However the consumer group’s own research shows that 3 million customers in England and Wales still say their bills…

Long-serving CCWater chief announces retirement

The Chief Executive of the Consumer Council for Water (CCWater) is set to retire from the watchdog after more than 14 years at the helm. Tony Smith has announced that he will leave the consumer group next June having led the organisation since its inception in October 2005. It will draw to a close a…

Water companies set out plans to thwart future droughts

Efforts to make sure there is enough water for the environment and future generations to thrive will be discussed when water companies meet with The Consumer Council for Water (CCWater) in Croydon on Tuesday (October 29). CCWater will be bringing together water companies from across the South East of England to discuss the steps they…

New Wales Chair wants customers to get more for their money

The new Wales chair of the Consumer Council for Water (CCWater) has set his sights on securing the best possible deal for customers as the price review nears its conclusion. Rhodri Williams has taken his seat on the water watchdog’s Board after being appointed by the Minister for Environment, Energy and Rural Affairs, Lesley Griffiths….

Have your say on the water retail market

Giving business customers the chance to have their say about the retail water market will top the agenda when we hold our next business customer meeting in Birmingham on Thursday (24 October). We will be showcasing plans to launch an online one-stop shop for all the latest news, views and insights from the non-household market….

Action to end water poverty the focus of watchdog’s meeting

The strides made by water companies towards helping more cash-strapped households stay afloat will be scrutinised when the Consumer Council for Water (CCWater) meets in Weston-super-Mare on Thursday 24th October. Wessex Water, South West Water, Bournemouth Water and Bristol Water will highlight the progress they have made towards ending water poverty across the west of…

Southern Water to pay customers £123 million after investigation

More than £120 million is set to be paid to existing and former waste water customers of Southern Water after an investigation into the company by the industry regulator. The Consumer Council for Water has responded to Ofwat’s final decision on the action it will take after uncovering serious failures in the way Southern operated…

CCWater backs world’s first Unblocktober awareness month to save sewers and seas

The Consumer Council for Water (CCWater) is pleased to be supporting Unblocktober, the world’s first awareness month aimed at protecting the UK’s sewers as it attempts to fight plastic pollution and fatbergs. The campaign, which is led by Lanes Group plc, has been backed by the Environment Agency’s Love Water campaign, which is supported by…

Working together for an efficient future

Our lives and the world around us depend on water but its future depends on us making every drop count. Our Water Water Everywhere (pdf) report recently revealed that average daily water use per person in England and Wales is currently 143 litres. Despite average water use rising for the fourth year in a row, a…

Water quality incident

Thank you for your response; I appreciate your involvement in this matter. The issue Ms G contacted us on behalf of a number of her constituents, all living on the same street. Following a water quality incident, the local water company issued a do not drink notice to residents, which lasted for six weeks. Households…

Blog: Are you well connected?

Today (19 September) is National Drainage Misconnection Day, which aims to raise awareness of the big impact that plumbing and drainage misconnections can have on our rivers, beaches and the wider environment. But what exactly is a misconnection? Why does it happen? Could your property be at risk? Let’s take a look. What is a…

Four companies in hot water over spike in complaints about bills and service

Problems with bills and disruption to services have led to four water companies being warned to curb a sharp rise in complaints from their customers. More than 2 million calls were made by households to water companies across England and Wales in 2018/19 to resolve problems with the essential services they provide, according to the…

Thames Water named among worst performers for customer complaints

Thames Water has been warned it must show a marked improvement after being named one of the industry’s worst performers for customer complaints. The Consumer Council for Water (CCWater) has called on England’s largest water company to reverse a 10 per rise in customers having to pick up the phone to resolve service problems, along…

Hafren Dyfrdwy under pressure to reduce high numbers of complaints

Hafren Dyfrdwy has been warned by the consumer watchdog that it must show a marked improvement after reporting a sharp rise in complaints. The Consumer Council for Water (CCWater) has called on the supplier to reverse a 42 per cent increase in the number of customers that had to pick up the phone to resolve…

Northumbrian Water told to improve after rise in complaints.

Northumbrian Water has been warned by the consumer watchdog it must show a marked improvement after reporting a sharp rise in complaints. The Consumer Council for Water (CCWater) has called on the north-east supplier to reverse a 13 per cent rise in customers having to pick up the phone to resolve service problems, along with…

Essex and Suffolk Water told to improve after spike in complaints

Essex and Suffolk Water has been warned by the consumer watchdog that it must show a marked improvement after reporting a sharp rise in complaints. The Consumer Council for Water (CCWater) has called on the supplier to reverse a 28 per cent increase in the number of customers that had to pick up the phone…

Watchdog calls for more urgency in tackling water supply disruption and leakage

Some water companies need to do much more to protect customers from disruption to their water supply and reduce leakage, according to the Consumer Council for Water (CCWater). The consumer group’s annual Water Water Everywhere? report (pdf) shows that the amount of time people suffered disruption to their water supply has risen by a fifth…

Some retailers not getting the basics right as complaints remain a concern

Business customers sought help with more than 900 complaints as disputes over the accuracy and reliability of bills continued to cast a shadow over the non-household retail water market in the first quarter of the year. The Consumer Council for Water (CCWater) has revealed that it handled 931 complaints from businesses during the first three…

Faulty boiler after following external repairs

I just wanted to inform you that I have now received the cheque for £1500 from my water company. Thank you very much for your time and effort in dealing with my case. I really appreciated it. I wish you all the best in the future. The issue Following work undertaken by her water company…

Water meter installed on private land

Thank you so much for assisting me with this matter, your help is really appreciated. The issue Ms K contacted us on behalf of the residents of a block of flats, where she is one of the owner-occupiers. She was unhappy that contractors working on behalf of her water company had carried out works to…

Are you letting benefits & bill savings slip down the drain?

With news that more than a million pensioners in the UK are missing pension credit payments they are entitled to, CCWater is urging people to use its free online tools to check whether they could be missing out on a potential income boost. Pensioners are not the only demographic missing benefit entitlements, with as much…

Major campaign launched to encourage the nation to ‘Love Water’

The British public are being asked to help the country protect water resources for future generations as part of a major campaign launched today by more than 40 environmental groups, charities, water companies and regulators. Clean, healthy and readily available water is essential for health and wellbeing, as well as economic growth, but as the…

Repeat offenders risk undermining efforts to reduce leakage

New leakage figures cast serious doubts over whether some water companies’ can achieve more demanding targets in the future, according to the Consumer Council for Water (CCWater). The Water Watchdog has criticised three water companies – Thames Water, Affinity Water and Hafren Dyfrdwy – for failing to meet their annual leakage target in 2018/19 and…

Tap water remains top according to latest DWI report

Tap water in England and Wales remains among the safest in the world, according to the latest report by the Drinking Water Inspectorate (DWI). Every year water companies are required to carry out regular testing of tap water to ensure it adheres to strict water quality standards. The good news for consumers is that overall,…

Ways to stay water savvy this summer

Summer has well and truly arrived this week – with temperatures reaching a scorching 35ºC and higher in some parts of the UK. As temperatures begin to climb, our water usage can go up too, and coupled with reduced rainfall during the summer this can put a big strain on our water supplies. Luckily there…

Statement: Customers set to get more for their money

The Consumer Council for Water (CCWater) has responded to Ofwat’s draft decisions this morning on the price limits that will determine what 14 water companies in England and Wales can charge their customers over the next five years. The regulator has revealed that the average water and sewerage bill will be cut by £50 before inflation…

Water companies failing to address households’ concerns over fair bills

Water companies are failing to convince enough households their bills are fair and they provide value for money, according to a new report by the Consumer Council for Water (CCWater). The consumer group’s latest annual Water Matters survey (pdf) shows there remains a gulf between customers’ high satisfaction with their water and sewerage services and much…

Customer satisfaction remains high for water companies in Wales

Households in Wales are more satisfied with the services and value they get from their water company than customers in England, a new report by the Consumer Council for Water (CCWater) has found. CCWater’s annual Water Matters survey (pdf) shows that Wales continues to lead the way when it comes to customers being satisfied with…

Water companies to present plans on cutting leakage

Water company efforts to reduce leakage will be scrutinised when the Consumer Council for Water (CCWater) meets in Liverpool on Tuesday (16 July). Across the North of England, leaky pipes cost water companies an average of one and half bathtubs of water per property, per day according to Discover Water. It’s an issue that frustrates…

Water retailers warned over rising complaints from business customers

Written complaints from business customers to water retailers rise for second successive year – now 52 per cent higher than before market opened in England Three retailers – Water Plus, Clear Water Business and Everflow – named poorest performers Water watchdog warns regulator may need to step in and take action Three water retailers in…

STATEMENT: Water watchdog appalled by Southern Water failures

The Consumer Council for Water has responded to this morning’s announcement by regulator Ofwat that Southern Water will pay £126 million to its customers, following serious failures in how it operated its sewerage treatment sites and for deliberately misreporting its performance. Sir Tony Redmond, London and South East Chair for the Consumer Council for Water…

Refund due on late uncle’s account

I can confirm we received the cheque from our water company yesterday. We would like to thank you for all your support on this delicate matter and we appreciate all you did for us to get this to a resolution. The issue Mrs A contacted us on behalf of her aunt following her water company’s…

Billed for the wrong meter

I am writing to tell you how grateful I am for all the help you have given me in this case. Without your constant and dedicated work, my water company would have continued to ignore this problem. Your involvement was more than essential for the positive outcome. For that, I would like to express again…

Chased for unknown debt

I can’t thank you enough for all your help. This has really been such a stressful situation; it is amazing to finally have it all sorted thanks to your intervention. The issue Despite making regular payments and contacting her water company on several occasions to resolve the issue, Ms S was repeatedly contacted by a…

Get your fill of tap water on National Refill Day

Have you got the bottle to help turn the tide on plastic pollution? Great – then we’d love you to support National Refill Day on Wednesday (19 June). It’s a chance to show we’re all determined to reduce the millions of single-use plastic bottles that end up polluting our environment by opting to carry a…

Light appointed new water watchdog Chair

Ensuring water consumers’ views shape the decisions of water companies, regulators and policy makers and building a more resilient water sector that reflects people’s growing concern for the environment will be among the most pressing priorities for the new chair of the Consumer Council for Water (CCWater). Robert Light has revealed some of the issues…

Deputy CEO among speakers at Consumer Vulnerability Conference

In the UK the number of aging and vulnerable customers is continuing to grow and therefore so is the importance for utility companies to provide better protection for them. The 2019 Utility Week Consumer Vulnerability Conference provides the only dedicated meeting place for forward-thinking vulnerability professionals across utilities and regulated industries. The Consumer Council for…

New report echoes CCWater concerns on regulatory over-generosity

The Consumer Council for Water has responded to a new report by Citizens Advice which has found that regulators have allowed water, energy, broadband and telephone networks to overcharge customers by £24.1 billion over the past 15 years. The charity’s research shows that misjudgements by regulators, including Ofwat, on key decisions have meant customers have…

Businesses given chance to quiz water bosses

Businesses in the Midlands that are unhappy with their water or sewerage services can quiz industry bosses when the Consumer Council for Water (CCWater) meets in Birmingham on Tuesday (4 June). Representatives from the UK Water Retailer Council, regulator Ofwat and Scottish Water will join the Water Watchdog to discuss how to turn the tide…

A blooming great garden without the need to splash out

The Chelsea flower show has certainly given us garden envy this week and we hope it has inspired you to think about getting out and about in the garden too. With an extra-long weekend in store for many of us, thanks to the Bank Holiday, it’s the perfect time to start thinking about getting your…

Small actions make a big difference for people with dementia

Today marks the start of Dementia Action Week, which aims to highlight the simple things we can all do to help improve the lives of those affected by dementia. Around 850,000 people in the UK currently live with the disease and someone is diagnosed every three minutes. That means there’s a good chance you’ll know…

Marathon Man Mike: Going the extra mile for WaterAid

Our head of policy and research Mike Keil will be pounding the streets of Edinburgh later this month in a marathon effort to raise money for a charity close to his and CCWater’s heart – WaterAid. Having clocked up more than 500 miles during training, the father-of-three explains why it’s been worth every ache and…

Regulator may need to step in to tackle poor water market performers

Regulatory action may be needed to tackle the root causes of rising complaints from business customers about their water and sewerage services, the Consumer Council for Water (CCWater) has warned. The Water Watchdog says poor performing retailers and wholesalers may need to face tougher sanctions after experiencing another increase in complaints from disgruntled businesses and…

Landlords – make sure you keep ‘on tap’ of regulations

At our recent public meeting in Wrexham we talked about specific legislation introduced to help reduce water debt amongst renters in Wales, four years ago. Since the 1 April the legislation also applies to some new parts of mid Wales and customers serviced by Hafren Dyfrdwy. So this is a good time to stop and…

Public meeting to hear about the future of water bills and services

The future of water bills for customers in the North East and other areas of Northern England will come under the spotlight when the Consumer Council for Water (CCWater) meets in Durham on Monday, 13 May. The Water Watchdog will be joined by representatives from Northumbrian Water, United Utilities, Yorkshire Water and Hartlepool Water to…

Water sector to create a new vision for the future

Organisations from all parts of the water sector are today joining forces to create a new, ambitious vision for the future. The move, coordinated by regulators, government, industry and the Consumer Council for Water, will see the sector develop a new long-term vision to guide it towards having the most positive impact possible on society…

Flush with ideas to save this Water Saving Week

This week sees the the fifth annual Water Saving Week – a campaign organised by Waterwise aimed at helping us all to use water more wisely. With a growing population and climate change putting increasing pressure on our water resources, it’s never been more important for use water wisely – and that’s why we’re delighted…

Be part of Water Saving Week (29 April to 3 May)

Our lives depend on water but its long-term future depends on us making sure we use every drop wisely. That’s why we want to encourage you to join us in supporting Water Saving Week (29 April to 3 May) – an annual campaign that aims to inspire all of us to value water and look…

Water market hampered by falling satisfaction and low awareness

Falling satisfaction levels and a wave of billing complaints must not be allowed to dampen business customers’ enthusiasm to shop around for a better water deal, a new report has warned. Research by the Consumer Council for Water (CCWater) has revealed that satisfaction with water services and trust in water companies has fallen among non-household…

Water watchdog calls on all companies to adopt compensation changes

The Consumer Council for Water (CCWater) has applauded seven water companies for boosting compensation for people that are left without running water – and called on the rest of the industry to follow suit. These companies will now automatically pay out more money to households who suffer disruption to their supply for 12 hours or…

Future prices and services must be acceptable to north west customers

The Consumer Council for Water (CCWater) has responded to today’s announcement by the regulator Ofwat over its draft price and service plans for United Utilities. Ofwat has shared its initial view on what the water company should be allowed to charge its customers from 2020 to 2025, in return for a five-year package of investment…

Future prices and services must be acceptable to water customers

The Consumer Council for Water (CCWater) has responded to today’s announcement by the regulator Ofwat over its draft price and service plans for three water companies. Ofwat has shared its initial view on what Severn Trent, United Utilities and South West Water should be allowed to charge their customers from 2020 to 2025, in return…

Public meeting to hear water companies’ community plans

Water companies will be discussing their plans to build closer ties with the communities they serve at our next public board meeting in Bath on Tuesday (16th April). Bristol Water, Wessex Water, South West Water and Bournemouth Water will be explaining the steps they’ll be taking to improve their relationships with customers in their local…

Unexpected bill

The issue Mr D, a landlord, was contacted by his water company with a bill for one of his rental properties which covered a 12-month period. The water company claimed it had not received payment for almost two years, and had not received notification of the change of tenancy. As a result of non-owner occupier…

Water Watchdog meeting examines efforts to reduce water debt

Efforts to turn the tide of unpaid water bills among tenants in Wales will top the agenda when the Consumer Council for Water (CCWater) meets in Wrexham next Friday (29 March). Representatives from Hafren Dyfrdwy and Dŵr Cymru Welsh Water will be on hand to discuss the impact of Non-Owner Occupier regulations. These were rolled…

Switching to a meter could pull the plug on rising water bills

Switching to a water meter could help thousands of households pull the plug on rising water bills and prevent next month’s increase from making an April fool of their finances. The Consumer Council for Water (CCWater) says opting for a meter is just one of the ways consumers can dilute the impact of an £8…

Switching to a water meter could bring an April shower of savings

Switching to a water meter could help thousands of households in Wales cut their bills and bring an April shower of savings. The Consumer Council for Water (CCWater) says opting for a meter is just one of the ways consumers could make substantial savings and ease the pressure caused by an increase in many household…

Leaky business

I’m very grateful for your help, I did not expect this outcome. Your work is really very much appreciated! The issue Mr D, a business customer experienced a leak at his property over a six-week period, an issue which was only noted following a significant increase in water usage, which amounted to £900 additional cost…

Have your say about the water retail market

A discussion on the steps retailers must take to stem the tide of non-household complaints will be at the top of the agenda, when we hold our next business customer meeting in Birmingham on Thursday, 28 March. As the water retail market approaches its second anniversary, we will be looking at some of the headline…

Water companies set out plans to withstand risks to supplies

Efforts to safeguard water supplies from the risk of more frequent droughts and other challenges will be discussed when water companies meet in London on Tuesday (19 March). The Consumer Council for Water (CCWater) is bringing together companies from across the South East of England to explain what action they are taking to ensure their…

Small businesses being left behind by water market

Small businesses have not been empowered to make the most of their freedom to switch water retailer, during the first two years of competition in England. The Consumer Council for Water (CCWater) says low awareness of the retail water market and a lack of information on switching options is continuing to prevent many businesses from…

Water meter calculator bill savings flow past £15 million

Thousands of consumers are raising a glass to lower water bills after using our water meter calculator to identify £15.4 million in potential annual savings. The calculator has been used more than 260,000 times since April 2018 by consumers eager to see if they might be better off switching to a water meter. Over 22,000…

Helping customers keep afloat – whatever their circumstances

Are water companies doing enough to promote the types of financial support available for cash-strapped customers? Ahead of a 2 per cent rise in the average water and sewerage bill in England and Wales from 1 April 2019, Senior Policy Manager Andy White examines some of the ways water companies are working to support households…

High water bills

I’m so happy to save nearly £9,000 after many years of over paying for my water bills. Thank you very much in helping me to receive a significant refund. The issue Dr C’s property couldn’t be fitted with a water meter, so instead his water company agreed to bill him via assessed charges. This resulted in…

Consumers ready to put water companies under the spotlight

Water companies will be challenged over the cost of their services and efforts to keep taps running across the region, when they’re quizzed by consumers in Coventry. The Consumer Council for Water (CCWater) is letting consumers set the agenda at its public Board meeting on Tuesday (5th March), when people can put their questions to…

Retailers still failing to turn tide of business complaints

Retailers must do more to turn the tide of non-household complaints received by the Consumer Council for Water (CCWater), as the water market approaches its second anniversary. New figures released by the Water Watchdog reveal it received 1,037 complaints from businesses during the third quarter of the year – almost 200 more than during the…

Rat infestation

I am very grateful for the help and support of CCWater with this matter and feel that your help has been invaluable in finally getting my complaint resolved. The issue Mr H contacted his water company regarding an ongoing rat infestation in the loft of his property. His company arranged an examination of the sewer…

Bill for services not used

“Thank you so much for your invaluable support in helping me to resolve my complaint – this would not have been achieved without your input.” The issue Ms T’s problems began when the water supply of the property she was renting was transferred from one supplier to another. Her new supplier began to send her…

Bill for an empty property

“Many thanks for your help in this matter – if CCWater had not got involved on my behalf I really don’t think my voice would have been heard” The issue Ms K received an unexpectedly high bill for a property which had belonged to her mother, until her mother’s death more than a year before….

5 things we learned from Ofwat’s initial verdict on company plans

It’s often said that good things come to those who wait. Try telling that to the four water companies that were sent back to the drawing board when Ofwat delivered its initial verdict on the industry’s business plans for 2020-25 at the end of last month.

More help needed for low-income households ahead of water bill rise

More water companies should pour some of their own profits into schemes designed to help cash-strapped households with their water bills, according to the Consumer Council for Water (CCWater). The Water Watchdog wants the industry to increase its funding of financial assistance for low-income customers, ahead of a 2 per cent rise in the average…

STATEMENT: CCWater calls for more ambition from water companies

The Consumer Council for Water says there is still room for water companies to show more ambition in their service and investment plans for 2020 to 2025. The Water Watchdog has responded to the regulator Ofwat’s initial assessment of companies’ business plans which set out what they propose to deliver for customers and how much…

No room for complacency as complaints to Southern Water fall

Complaints made against Southern Water have fallen by a third after the region’s supplier was challenged to improve its performance by the Consumer Council for Water (CCWater). The Water Watchdog has warned the company it cannot afford to be complacent despite a 32 per cent reduction in written complaints from its customers during the first…

Complaints to SES Water fall as watchdog seeks further improvement

SES Water has reported a fall in the number of calls made to it by customers to resolve problems after being challenged to improve its service by the Consumer Council for Water (CCWater). The Water Watchdog has welcomed a 15 per cent reduction in the number of times customers had to pick up the phone…

Complaints to Bristol Water remain cause for concern

Bristol Water has more work to do to reduce the number of complaints it receives from its customers, the Consumer Council for Water (CCWater) has warned. The Water Watchdog is disappointed that despite calling on the company to improve its service the number of written complaints made to it rose by just over one per…

Switch on the savings this Big Energy Saving Week

We are delighted to be supporting Big Energy Saving Week (BESW), which begins today. BESW is a national campaign to help people cut their energy bills and get all the financial support they are entitled to. The theme of this year’s campaign is: check – switch – save, encouraging people to embrace the benefits of switching…

PR19: Are bill-payers in for a shock?

Claims that water bills could reduce by an average of 4% in 2020-25 may not be all they seem, with added extras creating an uncertain future for bill-payers. James Mackenzie, Policy Manager at the Consumer Council for Water, explains. Last autumn, water companies across England and Wales published their initial business plans for 2020-25, which…

PR19: Water companies can still do more on affordability

In their business plans for 2020-25, water companies have certainly shown more ambition in improving their current offerings in the area of affordability. But do the proposals go far enough? Gemma Domican, Policy Manager at the Consumer Council for Water, shares the top three ways companies can do more. Over the past few years, CCWater…

Watchdog welcomes Fine to Flush label

The Consumer Council for Water has labelled a new bid to help consumers understand what wet wipes they can safely flush down the toilet as an important step towards ending sewer flooding. The Water Watchdog has backed today’s launch of an official new water industry Fine to Flush symbol which will be awarded to plastic-free wipes…

Faulty boiler and pipe

I just wanted to thank CCWater for all their help with this matter. Following my initial complaint to my water company, they denied liability and I was ready to give up. Instead, I turned to CCWater for help and I am so glad I did – the matter was resolved quickly and professionally, thank you…

Get your water bills looking trim with our money-saving tips

While many of us might be feeling a few kilos heavier after Christmas there’s a good chance your wallet feels considerably lighter. The festivities can often leave us nursing a financial hangover which makes the New Year the ideal time to look at ways to save money. Soaking up savings on your water bills is…

Incorrect demands for historic water debt

I can’t thank CCWater enough for their help! I really was at my wits’ end trying to get this issue resolved. I have no idea how I would have got this matter resolved without CCWater there to fight my corner. The issue Ms N was being chased for a historic debt by her water company,…

Wrongful demands for water debt payment

This whole incident has been extremely upsetting and stressful and at times I really thought I would never be able to get it resolved. CCWater were such a fantastic help and were able to get the bottom of the issue really quickly. Thank you so much! The issue Ms G received a letter from a…

30-month investigation into source of leak

Thank you so much for all your hard work and helping to fight my corner. It has been an incredibly frustrating two and half years, but thanks to the help of CCWater I feel the issue has finally been resolved. The issue Mr B was informed by his water company that it believed there to…

Watchdog secures £930,000 for consumers as complaints rise

The Consumer Council for Water (CCWater) secured £930,000 in financial redress for consumers as complaints made to it about water companies and retailers rose during the first half of 2018/19. Almost 5,200 homes and businesses turned to the Water Watchdog for help with a complaint during the first six months of the year, a rise of…

Help us defeat Dr Peevil and The Unflushables

Just when you thought it was safe to flush your loo – scourge of our sewers The Unflushables have another evil plot in the pipeline. But do not fear – the Consumer Council for Water is joining forces with Southern Water for the second phase of its award-winning campaign to thwart Dr Peevil and The…

Don’t let Christmas leftovers sink your celebrations

1 in 5 homes risking blocked drain or sewer by putting fat down the sink Millions of households are being urged not to risk sinking their celebrations this Christmas by tipping turkey fat and other leftovers down the plughole. A new study by the Consumer Council for Water (CCWater) has revealed that 1 in 5…

Non-household complaints soar during disappointing quarter

Customer complaints about retailers to the Water Watchdog hit a record high during the second quarter of 2018/19 – pouring cold water on the promising progress made earlier in the year. The Consumer Council for Water (CCWater) received 1,110 complaints from non-household customers between 1 July and 30 September this year, making it the worst…

Watchdog’s workshop brings together key water market players

Water retailers and wholesalers shared ideas on how to improve the way they collaborate during a workshop hosted by the Consumer Council for Water (CCWater) in Birmingham. The Water Watchdog brought together more than 20 companies to explore how they can work together to address some of the most pressing concerns for non-household customers. CCWater…

Watchdog examines long-term pressure on water supplies

The potential benefits and pitfalls of Wales sharing more of its water resources with England will be debated when the Consumer Council for Water (CCWater) meets in Cardiff on Tuesday (11 December). Water companies in Wales will join the Water Watchdog to examine the issue of piping more water across the border as part of…

Water debt hurting poorest families – UK poverty report

Water bills are the most common cause of debt for people on a low income, a new report on UK poverty has revealed. According to the Joseph Rowntree Foundation’s UK Poverty 2018 study, water arrears weighs heaviest on the poorest families – ahead of other debts including council tax, rent and energy bills. The findings echo…

Share your views on our Forward Work Programme

The Consumer Council for Water is keen to hear your views on our draft Forward Work Programme for 2019 to 2022 (pdf). The document sets out our ambitious plans to champion the interests of water consumers in England and Wales over the next three years, including five key campaign themes that will underpin all of…

Climate change: a challenge we cannot afford to ignore

Not a day seems to pass at the moment without some reference to climate change in the media – but how often do you read beyond the headlines? For many of us it might seem like a dull subject for boffins to tussle with, while the rest of us get on with our daily lives….

Water companies cannot afford repeat of Beast from the East failures

Some water companies could be skating on thin ice unless they are better prepared to meet the needs of all consumers during any major disruption to water supplies. That’s the view of the Consumer Council for Water (CCWater) after assessing the action plans submitted by a group of water companies whose consumers’ supplies were among…

World Toilet Day: It always pays to love your loo

Many of us could not imagine life without a toilet and yet for billions of people in some of the poorest corners of the globe the absence of safe sanitation poses a constant threat to their health and the wider environment. Our sewer expert Steve Grebby explains why World Toilet Day is a good time to remember…

Damage to car from drain repair work

Thank you for your help and support in resolving this matter. Thank you for all your hard work and for keeping me informed and up to date during this process. The customer care received has been outstanding and I am very happy with the outcome; your help has been very much appreciated. The issue Ms…

Leaking supply pipe

Fantastic service and resolution after a very frustrating six months of trying, and being constantly ignored by my water company after a burst pipe I thought I had protection against cost me thousands. I hope I don’t need to, but I would definitely seek assistance from CCWater again. Consistently kept in the loop – very…

Innovation takes centre stage at Water Watchdog meeting

The efforts made by water companies to better engage with customers will be placed under the spotlight when the Consumer Council for Water (CCWater) meets in Northampton on Wednesday (7th November). CCWater’s meeting in public will provide the region’s water companies, including Severn Trent, Anglian Water, Essex & Suffolk Water and South Staffs Water, with…

Water for all: Meeting the needs of customers in vulnerable circumstances

Water is an essential service – it should be affordable to all customers and delivered in a way which meets everyone’s needs, whatever their circumstances. Our Senior Policy Manager Andy White considers what our latest report on companies’ performance on affordability and vulnerability support reveals about the progress they have achieved in meeting those needs. Bills…

Water companies can do more to help cash-strapped households

More than half a million low-income households are now receiving financial help to reduce their water bills, according to the Consumer Council for Water (CCWater). But the Watchdog Water has warned that about three-quarters of nearly 3 million customers who say their water bills are unaffordable will not receive a penny of support unless water…

Get your home wrapped up for winter

After one of the hottest summers on record the looming prospect of a cold winter is enough to send a shiver down the spine. But that’s nothing compared to the damage freezing temperatures can do to our home’s water pipes if we leave them exposed to the cold. There are lots of simple things we…

Give bogus callers the cold shoulder this winter

Latest figures from the Office for National Statistics have shown a 6% rise in domestic burglary and according to National Trading Standards, 85% of victims of doorstep scams or ‘bogus callers’ are aged 65 and over. With winter on its way and the nights drawing in, we’re sharing some of our top tips to help…

Turn fear into boo-tiful savings this Halloween

It can be terrifying to hear household bills dropping through the letter box – especially if you’re already struggling financially. To take some of the fear out of paying your water bills we’re sharing some ghoulishly good tricks to save money. Slash your bills with a water meter One of the most effective ways for…

Discover what’s next for the water retail market

At the top of the agenda will be water efficiency and the latest updates within the retail market at our next business customer meeting in Birmingham on Thursday, 25 October. We will be joined by guest speakers from organisations including market operator MOSL, water efficiency experts Waterwise and regulator Ofwat, as we discuss what is…

Non-household complaints fall for first time since market opening

The number of complaints made by non-household customers about retailers to the Water Watchdog has fallen for the first time since the market opened. New figures show the Consumer Council for Water received 766 complaints during the first quarter of 2018/19 – a 21 per cent reduction on the 968 received during the final three…

Leaky meter

CCWater were absolutely fantastic with my issue – the staff are a credit to the company. I was thoroughly pleased with the way CCWater conducted themselves with my complaint against my water company after they fitted a new water meter for my premises which subsequently leaked causing nearly £2000 in water charges – all of which…

Statement on EFRA committee report on regulation

The Consumer Council for Water has published a statement in response to the recommendations made by the Environment, Food and Rural Affairs Committee Inquiry into Regulation of the Water Industry: On leakage: Tony Smith, Chief Executive of the Consumer Council for Water, said: “The committee’s report echoes our view that water companies have not shown…

Lessons from ‘Beast from the East’ revealed in water company action plans

Water companies will today (28 September) publish action plans outlining how they will avoid future service failures such as those experienced during March’s severe cold weather, when a rapid change in temperature following the ‘Beast from the East’ caused pipes to burst, leaving 200,000 households without water. Research conducted by the Consumer Council for Water…

App-y days as retail giants join Refill revolution

The Refill revolution is gathering pace with two retail giants among the latest big names to make it easier for their customers to ditch single-use bottles and top-up with free tap water. Today’s announcement that department store John Lewis and supermarket chain Morrisons have signed up to the Refill scheme means there are now more…

SES Water scolded for rise in customer calls to resolve problems

The Consumer Council for Water (CCWater) has warned SES Water to improve its service after a sharp rise in calls from customers to resolve complaints and other problems. The Water Watchdog is calling on the Surrey-based supplier to address a 21% increase in ‘unwanted contacts’1 from its customers. It’s the second successive year the company…

Bristol Water faces closer scrutiny after rise in customer complaints

A water company is facing closer scrutiny after being challenged to curb a sharp rise in complaints by the Consumer Council for Water (CCWater). The Water Watchdog has called on Bristol Water to address a 52 per cent rise in written complaints from its customers during 2017/18. The increase was higher than any other company…

Southern Water improves but remains worst for complaints

A water company has been named the industry’s worst performer for customer complaints for the sixth successive year, despite responding positively to pressure from the Consumer Council for Water (CCWater). Southern Water reported more than a 20 per cent reduction in written complaints in 2017/18 but still failed to improve its relative position in the…

Three water companies scolded by watchdog for customer complaints

Three water companies have been warned to improve their customer service as a new report by the Consumer Council for Water (CCWater) reveals households made more than 2.1 million calls to resolve problems last year. Today’s (20 September) annual complaints report by the Water Watchdog shows that nine out of 21 water companies in England…

Static water market awareness is selling small businesses short

Low awareness of the retail water market remains the biggest obstacle to small and medium-sized businesses (SMEs) in England securing a better deal on price and service, according to the Consumer Council for Water (CCWater). The latest wave of SME research published by the Water Watchdog today (Tuesday) has found that only 2 out of…

Have your say on future water bills and investment at watchdog’s meeting

Residents will have the opportunity to hear first-hand how their water bills will measure up in the future when the Consumer Council for Water (CCWater) meets in Dorset on Monday (24th September). Following the publication of water company business plans for 2020 to 2025 at the beginning of September, the Water Watchdog will be providing…

Water company plans must satisfy consumers’ expectations, says watchdog

The Water Watchdog is ready to challenge water companies whose future price and investment plans fail to meet consumers’ expectations. A key milestone in the five-year price-setting process – known as the Price Review – was reached today as water companies from across England and Wales submitted their business plans for 2020-2025 to the regulator Ofwat. These set out…

Action on leakage can’t wait, warns watchdog

The amount of water lost through leakage has risen for the second year running, and the Consumer Council for Water is calling for water companies to take action now to tackle this problem. According to CCWater’s latest report on resilience, published today (30 August), overall leakage levels rose by 1.5% in 2017-18, with nine companies…

Water Watchdog publishes Annual Review 2017/18

We’re delighted to announce the publication of our Annual Review for England and Wales 2017/18. It sets out what we delivered for consumers during a year when water companies – and the essential services they provide – faced intense public and political scrutiny. Our successes for consumers during 2017/18 included: Securing nearly £1.4 million in…

Business plans must address customer priorities

The submission of business plans for 2020-25 is a prime opportunity for water companies to show they’re listening to the issues customers care about, writes Steven Hobbs, Senior Policy Manager at the Consumer Council for Water. On 3 September, water companies in England and Wales will submit their business plans for the 2020-25 period, giving…

Missing bill

Thank you so much for all your help, this issue was ongoing for a number of months, however I’m glad to say, that once you were involved, the issue was resolved very quickly. Thank you so much to the team for your efforts. The issue Mr Wilkins receives two bills for two meters at community…

Billing issue

It really should never have had to come to this but we are so glad that we had CCWater to fight our corner. Thank you for all your help and support in resolving this matter and for keeping me informed and up to date during the entire process. It is such a relief to have…

Assessed Charge Review

CCWater took professional ownership of the complaint and administered impartiality to preserve the course of justice The issue After receipt of a large bill Mr Mahmood requested to have an Assessed Charge Review in June 2017. Despite the water company acknowledging the initial request, by November, no action had been taken by the company to…

Watchdog welcomes decision to call off hosepipe ban

The Consumer Council for Water has welcomed the decision to call off a hosepipe ban in the north west of England – but warned consumers “we’re not out of the woods yet”. Around 7 million people across the region will no longer face restrictions after supplier United Utilities took the decision to pull the plug on…

Time for customers to have their say on future water bills

As water companies prepare to submit their business plans to Ofwat – demonstrating what they’ll be doing for customers in 2020-25 – Steven Hobbs, Senior Policy Manager at the Consumer Council for Water, explains why customer acceptability testing should lie at the heart of this process. With the 3 September deadline for business plan submission…

Statement: Ambitious action on leakage is long overdue

The Consumer Council for Water says ambitious action to reduce the amount of water lost through leaky pipes is long overdue after new figures revealed eight water companies missed their leakage targets in 2017/18. New data now available on Discover Water shows the industry as a whole lost more than 3.1 billion litres of water…

Water companies must act to improve fairness and value for money

Water companies should take decisive action to boost unimpressive levels of customer satisfaction with fairness and value for money, according to a report by the Consumer Council for Water (CCWater). The water watchdog’s latest annual Water Matters survey shows that while 9 out of 10 customers are satisfied with their water and sewerage services, only…

Water Watchdog responds to United Utilities hosepipe ban

The Consumer Council for Water has responded to United Utilities’ decision to impose a hosepipe ban that will affect about 7 million consumers in north-west England from early next month. It is the first water company in England and Wales to pursue a temporary usage ban this summer in an effort to alleviate pressure on its water…

Some water retailers risking customer backlash on complaints

Poor performing water retailers could face a backlash from their business customers if they fail to address the causes behind a high number of complaints during the first year of switching in England. The warning comes from the Consumer Council for Water (CCWater) as it today (Wednesday) reveals some of the best and worst performing…

Water way to start saving this summer

In the UK we each use an average of 141 litres of water every day – but as the temperature rises so does our water usage, with paddling pools at the ready, thirsty gardens and even thirstier people. This rise in demand can mean supplies become stretched, with the absence of rainfall making our natural resources less plentiful….

Drink more, waste less – make every drop of water count during heatwave

With the hot spell set to continue into next week, we are urging people to make every drop of water count during the heatwave. It’s not just temperatures that have been rising in recent days – so has demand for water across England and Wales as people try to keep their cool and stay hydrated….

Hafren Dyfrdwy – a new water company for Mid and North-East Wales

From Monday (1 July) 115,000 customers in Wales will wake up to a new water provider, as Severn Trent brings together all its Welsh customers for the first time under a single company, Hafren Dyfrdwy. The Consumer Council for Water has been challenging the new company to ensure that all changes are communicated effectively to…

Keep your cool – stay topped up with tap water

As temperatures rocket across the country, the Water Watchdog is reminding people of all ages to keep themselves topped up with tap water. There are few cheaper, healthier or easier ways to stay hydrated in a heatwave than drinking tap water, especially if you have a reusable bottle. If you’re out and about there are…

Water consumers felt badly let down after ‘Beast from the East’

A lack of emergency water supplies and poor communication from some water companies made life needlessly more difficult for thousands of homes and businesses when they were left without running water during March’s severe cold weather. That’s according to new research released today (Tuesday) by the Consumer Council for Water (CCWater) to coincide with the…

Water Watchdog responds to Thames Water’s leakage penalties

The Water Watchdog has responded to today’s announcement that Thames Water has agreed to return £65 million to its customers following an investigation by the regulator Ofwat into its leakage performance. The payment is on top of the £55 million in automatic penalties that the company has incurred for missing the commitment it made to customers to…

GUEST BLOG: Water arrears – many people still struggling with the basics

Grace Brownfield – Senior Public Policy Advocate at StepChange Debt Charity – explains how many people seeking help with debts are struggling to afford the very basics, including water bills. Falling behind on essential household expenditure – like a water or energy bill – can be a clear indication that someone is in financial difficulty….

Water Watchdog shines a light on reducing pollution in the North East

The efforts made by water companies to safeguard water supplies from pollution will come under the spotlight when the Consumer Council for Water (CCWater) meets in Newcastle on Tuesday (June 5). The Water Watchdog’s board meeting in public at The Biscuit Factory, Newcastle, will give members of the public the opportunity to hear how water…

Charity sees rise in water debt difficulties

Almost a quarter of clients who turned to a leading national debt charity for help last year had fallen behind on paying their water bills, according to a new report. StepChange has revealed more than 23 per cent of its clients were in arrears with water charges, compared to just under 20 per cent five…

Water Watchdog welcomes calls to ease demand on water resources

The Consumer Council for Water has welcomed calls for water companies to invest more in reducing leakage and improving infrastructure as part of wider efforts to ease the pressure on scarce water resources. The Water Watchdog was responding to the findings of a new report on water resources in England (pdf) by the Environment Agency…

Water retail market under scrutiny at watchdog’s meeting

Efforts to help small businesses in Yorkshire better understand the water retail market and its benefits will come under scrutiny when the Consumer Council for Water (CCWater) meets in Huddersfield on Thursday (24 May). Just over a year on from the opening of the retail water market in England, the water watchdog’s Northern Committee will…

Water company complaints under review at watchdog’s meeting

Lessons learned from the complaints made against water companies in Central and Eastern England will be scrutinised at the Consumer Council for Water’s (CCWater) next regional meeting in public in Birmingham on Tuesday (22 May). Consumers wanting to know more about how their water and sewerage services are performing are being invited to CCWater’s next…

Small businesses want more help shopping for a better water deal

Small businesses want more help understanding and accessing the potential benefits of the retail water market in England before they take the plunge. A new in-depth study by the Consumer Council for Water (CCWater) suggests small and medium-sized businesses (SMEs) need more convincing that competition has something to offer them, a year on from the…

Water Watchdog pushing for improvement during second year of market

The Consumer Council for Water (CCWater) is pushing for a marked improvement from some poor performing water retailers after non-household complaints to the water watchdog more than tripled during the first year of the retail market in England. CCWater received 972 complaints from non-household customers during the final three months of 2017/18 to take the…

Spring into action to save water in the garden

Today marks the start of National Gardening Week, a week of events run by the Royal Horticultural Society (RHS) to promote the many benefits of gardening and outdoor activities. Whether you’re a seasoned professional or a gardening novice, or indeed if your outdoor space is the size of a football pitch or simply a window…

Watchdog responds to NIC’s report on water infrastructure

The Consumer Council for Water has responded to a report by the National Infrastructure Commission (NIC) which has called for major improvements to water infrastructure in England. The report warns that there is a one-in-four chance a large number of households will be left without water for lengthy periods over the next 30 years, unless urgent…

Water Watchdog examines pollution-busting efforts in South West England

Efforts to reduce pollution and improve water quality in South West England will be at the top of the agenda when the Consumer Council for Water (CCWater) meets in Truro on Tuesday (10 April). The Water Watchdog has invited water companies and farmers from across the region to explain to members of the public how…

Water Watchdog publishes Forward Work Programme

Today we are delighted to publish our Forward Work Programme for 2018-19 (pdf), which sets out our work priorities for the next three years. Our aim is to secure the best outcomes for all water consumers – present and future – and the FWP provides the blueprint for how we intend to achieve this. Over…

Turn the stop tap on rising water bills with money-saving tips

Now is the time to prevent rising water bills from making an April Fool of your finances, according to the Water Watchdog. With the average water and sewerage bill in England and Wales set to rise by £9 to £405 from 1 April1, the Consumer Council for Water (CCWater) is sharing its top money-saving tips…

Make saving water the habit of a lifetime

Today marks the end of Water Saving Week but we hope for most of you it’s just the start of a lifetime commitment to use water more wisely – and encourage others to do the same! If you’ve been following the campaign over the last week you should have soaked up lots of good reasons…

Welsh Assembly Members back water-saving pledges

A third of Welsh Assembly members made a pledge to save water and discovered more about how the Water Watchdog is supporting their constituents during a drop-in session in Cardiff on Tuesday. Three ministers – including Minister for the Environment Hannah Blythyn AM – were among the 20 Assembly Members (AMs) who made a commitment…

BLOG: Saving water is music to my ears

Music can help you save water. That was the intriguing message I read a couple of weeks ago coming out of South Africa. In a bid to save water in Cape Town authorities have been putting together playlists of songs that last two minutes to be played while showering. Basically much more fun than a…

Water Saving Week (March 19-23) – Make a pledge to save a wedge

Sometimes it’s hard to believe that our small actions can make a difference but when we all pull together the impact can be huge. That’s why we’re so excited to be sponsoring Water Saving Week (March 19 to 23) which is a golden opportunity to get thinking about your water habits and how you could…

Water Watchdog offers helping hand to low-income Newtown households

Help will be at hand for low-income residents who are struggling to afford their water bills when Wales’ Water Watchdog meets in Newtown next Friday (23 March). The Consumer Council for Water (CCWater) is inviting households to discover more about the support that exists for the one in eight customers in Wales that have told…

Castle Water told to address unacceptable complaint numbers

The Consumer Council for Water (CCWater) has told England’s second largest water retailer, Castle Water, to address unacceptable levels of complaints from its customers. The Water Watchdog has been increasing the pressure on the retailer after several months of high complaint levels to CCWater from businesses and other non-household customers served by Castle Water. The…

Updated: Statement on disruption to water supplies

The Consumer Council for Water – the independent water watchdog that represents all water users in England and Wales – has released an updated statement in response to the recent disruption to water supplies in parts of England and Wales. Tony Smith, Chief Executive of the Consumer Council for Water, said: “Many customers that have…

Don’t give water pipes the cold shoulder as temperatures plummet

With icy winds and snow set to sweep large parts of the country this week, the Consumer Council for Water is urging households not to lag behind in protecting their home’s water pipes. A cold blast of wintry weather has already sent temperatures plummeting and that could increase the risk of water pipes freezing and even…

Make it your business to learn more about water market

Helping small businesses to discover more about their freedom to switch water supplier will be top of the agenda when we hold our next business customer meeting in Birmingham on Thursday (1 March). The water watchdog will be delving beneath the surface of its latest research which shows only 2 out of 5 small and…

Awareness of retail water market must not stagnate, warns Water Watchdog

Awareness of the retail water market among small businesses in England is in danger of stagnating unless the water industry steps up its efforts to engage with customers. The warning from the Consumer Council for Water (CCWater) has been prompted by its latest research which reveals only 2 out of 5 small and medium-sized businesses…

Calculator clocks up £2.4 million in potential bill savings

THOUSANDS of households identified potential annual savings on their water bills totalling almost £2.4 million in January after our water meter calculator was featured on a popular ITV consumer show. Money saving expert Martin Lewis encouraged viewers of his live bill-busting special to use the calculator to see whether they might be better off on…

Don’t overlook ways to save money as water bills rise

Households are being urged by the Consumer Council for Water (CCWater) not to overlook ways to save money on their water bills and dilute the impact of higher inflation. The water watchdog is encouraging customers to soak up its advice as it responds to today’s announcement by Water UK that the average water and sewerage…

Don’t overlook ways to save money as water bills rise in Wales

Households across Wales are being urged by the Consumer Council for Water (CCWater) not to overlook ways to save money on their water bills and dilute the impact of higher inflation. The water watchdog is encouraging customers to soak up its advice as it responds to today’s announcement that the average water and sewerage bill…

Water companies set out vision to keep taps running for future generations

Plans by the region’s water companies to keep the taps running for future generations will be showcased when the Consumer Council for Water (CCWater) meets in Newmarket on Tuesday (6 February). The water watchdog will be providing consumers with the opportunity to hear how water suppliers are turning to the latest technology and innovation to…

Better access to tap water? We’ll drink to that, says water watchdog

The Consumer Council for Water is raising a glass to a new scheme that should make it easier for millions of people to top-up with free tap water and ditch plastic bottles. The water watchdog, which has campaigned for many years to improve public access to tap water, has welcomed today’s announcement that will see…

Watchdog working with retailers to improve service for businesses

Click here to view larger image (jpg) The Consumer Council for Water (CCWater) is working closely with a small number of retailers to turn around a rise in complaints from non-household customers to the water watchdog. CCWater received 815 complaints from business customers between October and December 2017, compared to the 174 it received in…

Keep a lid on your bills with Big Energy Saving Week

Today marks the start of Big Energy Saving Week 2018, a national campaign which aims to help people cut their energy bills and also highlight the broad range of financial support available to those who need it. We’re getting involved too, sharing some of our top tips to help you save. But what has energy…

Act now to stay one step ahead of rising water bills

Cash-strapped households in Wales are being urged by the Consumer Council for Water (CCWater) to stay one step ahead of rising water bills by taking advantage of untapped financial support. With inflation levels at a six-year high, many consumers could see their water bills rise from 1 April when water companies are allowed to add…

Act now to stay one step ahead of rising water bills

Cash-strapped households are being urged by the Consumer Council for Water (CCWater) to stay one step ahead of rising water bills by taking advantage of untapped financial support. With inflation levels at a six-year high, millions of consumers could see their water bills rise from 1 April when water companies are allowed to add RPI…

CCWater statement on Clevedon boil water notice

The Consumer Council Water (CCWater) has responded to Bristol Water’s decision to introduce a boil water notice in parts of North Somerset after traces of the parasite cryptosporidium were discovered at a treatment works in Clevedon. David Heath CBE, Western Chair for the Consumer Council for Water, said: “Safeguarding customers’ health should always be the…

Martin Lewis show sparks surge of visitors to water meter calculator

Money saving guru Martin Lewis sparked a surge of visitors to CCWater’s website on Tuesday evening after encouraging millions of TV viewers to use our water meter calculator. Thousands of consumers logged onto the calculator within seconds of Martin mentioning it as part of a live bill-busting special on ITV 1. Martin kicked-off the popular…

Don’t let your Christmas leftovers be a recipe for disaster

Pouring turkey fat and other festive leftovers down the plughole is a recipe for disaster that could make it a costly Christmas for unsuspecting households. As millions of people prepare to tuck into their Christmas dinner, the Consumer Council for Water is urging everyone to stop and think about what they pour down the sink…

GUEST BLOG: Working together to wipe out sewer menace

Despite a concerted effort from water companies to spread the ‘do not flush’ message to consumers, the amount of wet wipes clogging up our sewers each year has continued to rise. But there may be better news on the horizon according to Rachel Dyson, Chair of the Water UK SNAP Network. This week Water UK…

CCWater welcomes Yorkshire Water’s leakage pledge

The Consumer Council for Water has praised an ambitious pledge by Yorkshire Water to tackle one of water consumers’ biggest concerns – leakage. The supplier has today confirmed that it plans to reduce the amount of water lost through leaky pipes by 40 per cent over the next eight years. The announcement comes in the…

Watchdog welcomes improvement as complaints to Cambridge Water fall

The Consumer Council for Water (CCWater) has welcomed a reduction in written complaints from customers to Cambridge Water after the watchdog challenged the company to improve its performance. Figures reported to CCWater by Cambridge Water reveal that complaints made in writing to the company during the first six months of 2017/18 fell by 33 per…

CCWater statement: Water company rewards could cause bill instability

Statement from the Consumer Council for Water: The Consumer Council for Water (CCWater) is warning against water companies being able to give to customers with one hand while taking from them with the other in the 2019 Price Review. The water watchdog has today (Wednesday) welcomed Ofwat’s tighter squeeze on companies’ financing costs which will…

Water companies must plan for a resilient future

As activity ramps up for the 2019 Price Review, ensuring water and sewerage supplies remain resilient will be a key challenge. Policy Manager Sarah Thomas explores how water companies can effectively incorporate resilience into their business plans, against a backdrop of climate change, population growth and other environmental factors. Water companies are busy planning what…

Rising leakage risks sending the wrong message to consumers

Some water companies risk dampening consumers’ motivation to use water more wisely unless they plug rising levels of leakage, the Consumer Council for Water (CCWater) has warned. A new report (pdf) released by the water watchdog today (Wednesday) shows the water industry in England and Wales lost 3.1 billion litres of water every day in…

Water watchdog urges regulator to set record low cost of capital

The Consumer Council for Water (CCWater) is today calling on Ofwat to stick to its promise to set the lowest ever cost of capital for the water industry for the 2019 Price Review. An independent study commissioned by CCWater recommends that the industry regulator should set a Weighted Average Cost of Capital (WACC) between 1.8%…

Watchdog welcomes Yorkshire Water’s ambitious commitments

The Consumer Council for Water has welcomed ambitious plans by Yorkshire Water to significantly improve its performance on a number key services for customers over the next two years. The company has today (Wednesday) announced a package of measures which aim to substantially reduce leakage, sewer flooding and pollution incidents, as well as reducing the…

Our Chief Executive, Tony Smith will be speaking at the 2018 Utility Week Water Customer Conference

The Consumer Council for Water’s Chief Executive, Tony Smith, will be among the expert speakers at the 2018 Utility Week Water Customer Conference on 17 January. With the non-household retail water market open, planning under way for the 2019 Price Review and the potential for household competition on the horizon, it’s a critical time for…

A golden opportunity to help customers in need

Despite the range of additional support services available to vulnerable water customers, research by the Consumer Council for Water has revealed that awareness of this assistance is still low. Our policy manager Janine Shackleton looks at what more the water industry can do to help those most in need. Earlier this year CCWater published research…

The Unflushables campaign scoops regional award

Campaigners at Southern Water and the Consumer Council for Water were left feeling flushed with success after scooping a top award for their animated efforts to protect customers from sewer flooding. ‘The Unflushables’ landed the Gold Award for Corporate and Business Communications Campaign at the CIPR Pride Awards for the South of England and Channel…

Industry challenged to protect more homes from sewer flooding

Water and sewerage companies must be more proactive in protecting homes and businesses at risk of being flooded with sewage, according to the Consumer Council for Water (CCWater). The call for action comes as the water watchdog publishes a new report which shows almost a third more properties were flooded with sewage during 2016/17, compared…

What does ‘value’ mean to consumers?

Consumers are now more likely to agree they’re getting better value for money from their energy provider than their water company. But what do water consumers really value? The answer, says our Senior Policy Manager Jenny Suggate, may surprise you. For the third year in a row our annual Water Matters survey, which tracks consumers’…

Flushed with ways to love your loo this on World Toilet Day

We all use it several times a day in the UK but most of us probably never give the humble toilet a second thought. And yet for the majority of people on earth a clean, flushing toilet remains a luxury that cannot be taken for granted. This Sunday (19th November) is World Toilet Day, an…

GUEST BLOG: WRAS’s Julie Spinks provides top tips to keep your drinking water safe.

Contrary to popular belief, water can become dangerous when plumbing is left in the hands of unqualified professionals who fit unsuitable products. Julie Spinks, Managing Director of the Water Regulations Advisory Scheme (WRAS), explains why it’s important for all of us to take steps to keep our water safe. Problematic plumbing Our water supplies are…

Financial help for water customers mustn’t run dry

Making sure that bills are affordable for low-income and financially vulnerable customers is still a key challenge for the water industry. Our Senior Policy Manager Andy White asks whether it’s time for the regulator Ofwat and the water sector as a whole to be more ambitious in tackling the issue. CCWater’s latest research on customer…

Water companies come under watchdog’s microscope

The quality of drinking water and customer complaints in central and eastern England will come under close examination at the Consumer Council for Water’s (CCWater) meeting in public in Birmingham this Thursday (9 November). At the meeting, the Drinking Water Inspectorate (DWI) will present its annual report and representatives from the region’s water companies will…

Watchdog working with retailers to address root causes of complaints

Retailers operating in the new water market are working closely with the Consumer Council for Water (CCWater) to tackle the root causes of a rise in complaints from businesses to the watchdog. CCWater received 559 complaints from non-household customers during the second quarter of the year – around three times as many as the same…

Five ways to better customer service

Ofwat wants to change how water companies are encouraged to give their customers a better service. But do the industry regulator’s proposals go far enough? Our policy manager Gemma Domican shares five ways to make them stronger. What’s the best way to make sure your water company is providing you with an excellent service? At…

Take the fear factor out of water bills this Halloween

Never mind ghouls and ghosts – it often only takes the sight of a water bill to give someone a scare if they are struggling to make ends meet. That’s why the Consumer Council for Water (CCWater) is today reminding cash-strapped households that it has plenty of tricks up its sleeve to take the fear…

Blog: Cost of capital – striking the right balance for consumers

Over-generous or value for money? Steve Hobbs, our Senior Policy Manager for Regulation, explains why Ofwat’s assumptions on how water companies are financed should be a concern for customers. CCWater has always called for the views and expectations of customers to be at the heart of the price-setting process in the water industry. So far…

Tap water quality under scrutiny from watchdog

Water companies’ efforts to make sure tap water is always safe to drink will be scrutinised when the Consumer Council for Water (CCWater) meets at Newcastle University on Thursday (26 October). The water watchdog is putting drinking water quality under the spotlight at its meeting in public after North West of England supplier United Utilities…

Blog: Water companies must only be rewarded for great service

A proposal by Ofwat to lift the cap on the rewards water companies can receive for meeting their performance targets could lead to higher costs for customers. Our policy manager James Mackenzie explains why we think companies should be rewarded only for exceptional service. Back in 2014, when the industry regulator Ofwat first introduced the…

United Utilities fined £300,000 for supplying contaminated water

Lessons can be learned by the water industry as a whole following the prosecution of United Utilities for supplying water contaminated with cryptosporidium, says the Consumer Council for Water (CCWater). United Utilities was fined £300,000 and ordered to pay £150,000 in costs yesterday (10 October) after previously admitting to supplying water unfit for human consumption…

Social policy ‘ninjas’ commended in awards

CCWater’s social policy team narrowly missed out on the top prize at last night’s 2017 Utilities & Telecoms Awards. Senior policy manager Andy White made it into the top three contenders for the Leader of the Year – Transition & Implementation Award for his work in leading the team, otherwise known as the ‘ninjas’. And…

Water companies showcase efforts to avert future water shortage

Plans to make sure water supplies across the south east of England don’t leave future generations high and dry will be top of the agenda when the Consumer Council for Water (CCWater) meets in Reading on Tuesday (10 October). Some of the region’s leading experts on safeguarding water resources, including water companies and regulators, will…

Blog: Keeping water bills a breath of ‘fresher’ air for students

With the whirlwind of fresher’s week finally over, you’re probably now beginning to settle in to your new life as a student. Away from home, probably for the first time, that new taste of freedom is an exciting experience for many. However, with that newly found freedom, comes the inevitable need to take on more…

BLOG: Is resilience really a ‘big scary challenge’?

Mike Keil, our Head of Policy and Research, says talking to consumers as real people will help the water industry get its message across about the need for resilient supplies and services. As the water industry gears up for the next price-setting process (the 2019 Price Review or ‘PR19’) one of the ‘big scary challenges’…

Written complaints fall but Southern Water remains bottom of the league

The Consumer Council for Water (CCWater) says Southern Water has a lot more work to do to curb the number of complaints it receives from customers, despite taking an important step in the right direction. Annual figures published by the water watchdog today (Wednesday) show Southern Water has responded positively to CCWater’s pressure to improve…

Cambridge Water told to improve after customer complaints soar

The Consumer Council for Water (CCWater) has warned Cambridge Water to improve its performance after a substantial rise in complaints from its customers. Today’s (20 September) report by the water watchdog, CCWater, shows that written complaints made to Cambridge Water rose by almost 250 per cent during 2016/17. It was the highest percentage increase of…

Written complaints fall but water watchdog wants further improvement

Written complaints made by customers to Wales’ biggest water company have fallen but there is still room for improvement, according to the Consumer Council for Water (CCWater). Figures published today by the water watchdog, CCWater, show complaints made in writing to Dŵr Cymru Welsh Water fell by almost 8 per cent during 2016/17. Fewer customers…

Water customers make over 2 million calls to resolve service problems

Customers had to make more than 2 million calls to water companies last year to resolve problems with their service, according to new figures published by the Consumer Council for Water (CCWater). Today’s (20 September) annual report by the water watchdog shows that 12 of the 21 water companies in England and Wales saw a…

BLOG: Helping customers keep their head above water

There are few bigger issues within the water industry than affordability. Acknowledged by the industry as a whole as a key challenge, water companies have committed to delivering financial support to an additional 1 million people (equivalent to 459,000 households) by 2020. But does this really go far enough? From our own research we have…

Financial help for water customers in danger of running dry

The number of low-income households in England and Wales receiving financial help from their water company has almost doubled to more than 400,000 in the past year, according to the Consumer Council for Water (CCWater). The water watchdog has welcomed the rise in support for cash-strapped customers but warned that it remains a drop in…

Chance to learn more about ground-breaking drainage project

A ground-breaking project to protect a community in Cardiff from the threat of sewer flooding will be discussed when the Consumer Council for Water (CCWater) meets in the Welsh capital on 22 September. Members of the public can hear more about how the Greener Grangetown scheme is progressing from some of the team leading the…

Water watchdog nominated for two utility sector awards

The Consumer Council for Water (CCWater) has been shortlisted for two awards at this year’s Utilities & Telecoms (U&T) Awards. The water watchdog has been nominated for the Best Vulnerable Customer Support Team Award, with Senior Policy Manager Andy White receiving an additional nomination in the Team Leader category. The U&T Awards, run by Credit…

Awareness of retail water market rising but still more to be done

A growing number of micro, small and medium-sized businesses know they can shop around for a better water deal, but more than half are still unaware of the new market in England. That’s according to the first in a series of online surveys by the Consumer Council for Water (CCWater) aimed at tracking awareness of…

BLOG: Slow but steady start to new water market

Our Policy Manager Evan Joanette reflects on the experiences of customers after a steady start to the new non-household retail water market in England. It’s hard to believe that four months have already passed since the long-awaited opening of the non-household retail water market in England. Since April 1, businesses, charities and public sector organisations…

Small businesses need more help understanding new water market

Many small businesses still need more help understanding the new non-household retail water market in England, according to the Consumer Council for Water (CCWater). The water watchdog has revealed it received six times more enquiries from non-household customers during the first quarter of 2017/18, compared to the same three-month period last year. The bulk of…

Water watchdog publishes Annual Review 2016/17

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…

How does your water company measure up?

Ever wondered how your water company compares to others on price and customer service – or how it spends your hard-earned cash? The Discover Water website has been updated with all the latest information on how water companies performed in 2016/17 on some of the issues that matter most to customers. Delve into the dashboard…

PRICE REVIEW BLOG: Setting incentives that don’t short-change customers

Earlier this week, water industry regulator Ofwat published its draft methodology for the 2019 Price Review as preparations for the next price-setting process moved up a gear. Our Senior Policy Manager Steve Hobbs highlights some of the key issues for water customers. Every five years, water companies set out their plans for the services that…

Only 1 in 4 households aware of option to trial a water meter

Hundreds of thousands of households could be missing out on lower water bills because they are unaware they can trial a meter for up to two years, the Consumer Council for Water (CCWater) has warned. The consumer watchdog is concerned only one in four water customers in England and Wales who pay fixed charges know…

Only a third of households in Wales aware of option to trial a water meter

Thousands of households in Wales could be missing out on lower water bills because they are unaware they can trial a meter for up to two years, the Consumer Council for Water (CCWater) has warned. The consumer watchdog is concerned only about a third of water customers in Wales who pay fixed charges know they…

STATEMENT: Price Review must be focused on customer priorities

The Consumer Council for Water says the next Price Review (PR19) must be focused on delivering what customers want, including acceptable bills. The water watchdog has today (Tuesday) responded to the publication of the water industry regulator Ofwat’s consultation on its methodology for the next price-setting process. It sets out how water companies should develop…

GUEST BLOG: Making a Big Difference to customers in troubled waters

In this guest blog, Mark Grice – External Relationships Manager at Severn Trent Water – explains how the company is helping thousands of its customers overcome debt and other financial troubles through a growing range of support schemes. We introduced the Big Difference Scheme to help support our customers who find themselves struggling to pay…

Households in Wales more satisfied with their water company than in England

Households in Wales are more likely to be satisfied with the service they get from their water company than customers in England, a new survey by the Consumer Council for Water (CCWater) has found. CCWater’s annual Water Matters (pdf) survey shows more customers in Wales are satisfied with the value for money of their water…

Water trailing energy suppliers on value for money

The water industry must do more to prove it is offering value for money after a report by the Consumer Council for Water (CCWater) showed customers are now more satisfied with some other utilities, including energy. The latest annual Water Matters (pdf) survey by the consumer watchdog shows about three-quarters of households in England and…

CCWater statement on Thames Water leakage performance

MEDIA STATEMENT CCWater has today warned that Thames Water’s failure to meet its commitment to reduce leakage levels risks undermining efforts to encourage customers to use water more wisely. The country’s biggest water company will be fined £8.55 million by Ofwat, with the regulator now investigating whether to take further enforcement action. Responding to the announcement, Sir Tony Redmond,…

BLOG: 5 great reasons to top up with tap water

Many of us might be tempted to fire up the barbecue and head into the garden – or even the beach – this weekend as we try to make the most of the warm Bank Holiday weather. But when we head outdoors it’s so easy to forget to stay hydrated – and that can end up…

BLOG: 5 simple steps to save water in the garden

Our Senior Policy Manager Karen Gibbs loves nothing more than spending time in her treasured garden. And over the years she’s picked up some handy tips on how to use less water but still have a flourishing garden. Here are Karen’s top five tips: Water at the right time It can be so tempting during…

Read our complaint monitoring consultation response

We have now published our response to the complaint monitoring consultation that we issued in February 2017. The feedback we received was generally supportive of our proposals on collecting and reporting information on customer complaints received by retailers in the new non-household water market. We will not make any significant changes to our planned approach and will collect data…

Water watchdog appoints Dr Mike Keil as new Head of Policy and Research

The Consumer Council for Water (CCWater) has today announced that it has appointed Dr Mike Keil as its new Head of Policy and Research. Dr Keil, who is currently Business Leader for Asset Strategy at Severn Trent Water, will join the water watchdog on 8 May, replacing Deryck Hall who is retiring. Commenting on his…

Four water companies continue to reverse rise in complaints

The Consumer Council for Water (CCWater) has welcomed the latest reduction in written complaints made by customers to four water companies that were challenged by the consumer watchdog to improve their performance. Figures reported to CCWater by Southern Water (-53%), Bournemouth Water (-35%), Dŵr Cymru Welsh Water (-18%) and Affinity Water (-13%) show the number…

Watchdog ready to steer customers through uncharted waters of new retail market

The Consumer Council for Water (CCWater) is on standby to give customers advice and information about the new retail water market which opens in England on Saturday (1 April). The water watchdog’s consumer relations experts are geared up and ready to deal with enquiries and help resolve any problems experienced by customers when switching retailer…

Act now to stop water bills making an April Fool of your finances

April 1 will trigger an increase in many household bills and water is no exception with the average annual water and sewerage bill set to rise by £6 across England and Wales1. That’s no laughing matter for customers who are already struggling to pay, but CCWater has some top tips to help people soak up…

Water companies in Wales face scrutiny over customer service plans

Water companies will be challenged to show how they can deliver even better customer service for households and businesses across Wales when the Consumer Council for Water (CCWater) meets in Wrexham on Friday, March 31. The water watchdog will also give consumers the chance to put their questions to senior representatives from Dŵr Cymru Welsh…

Cut your bills during Water Saving Week (March 20 to 24)

Monday (March 20) marks the launch of the third annual Water Saving Week, which is organised by Waterwise and supported by partners including CCWater. Our water efficiency expert Ana-Maria Millan explains why saving water matters and how it can also ease the pressure on our wallets. For most of us in the UK turning on…

Case for household competition still not watertight

The Consumer Council for Water has welcomed proposals by the Government to delay any decision over giving households in England a choice over their retail water supplier. Defra has announced its intention to work with the regulator Ofwat on building further evidence for the Government to fully understand the case for extending retail competition to…

5 things you need to know about the new water market

The countdown to competition is almost over. From April 1, the world’s largest retail water market will open for business in England. But who will be able to switch supplier and what could choice mean for the 1.2 million businesses, charities and public sector organisations that suddenly have the freedom to shop around? Our market…

Businesses invited to quiz retailers about new water market

Businesses across London and the South East of England can quiz the new water retailers that will soon be competing for their cash at a meeting hosted by the Consumer Council for Water (CCWater) on Thursday (March 16). The consumer watchdog is inviting businesses, as well as charities and public sector organisations, to come and…

Midlands businesses invited to free workshop on new water market

Businesses across the Midlands can discover how they might benefit from the new competitive water market in England at a free workshop in Birmingham on Wednesday, March 15. The Consumer Council for Water will be supporting the Open Water event where business owners can learn more about the changes which will create the largest market…

Flood prevention dominates agenda at watchdog’s Taunton meeting

Consumers can pledge their support for a campaign to end the misery caused by avoidable sewer blockages, when the Consumer Council for Water (CCWater) meets in Taunton on Tuesday (March 7). Sewerage and environmental experts are set to join the discussion at the consumer watchdog’s Board meeting in public, which will look at the work…

New consultation launched on monitoring customer complaints

The Consumer Council for Water has launched a four-week consultation on its plans to monitor customer complaints to retailers in the new non-household (NHH) retail market. We already ask water and sewage companies to provide us with information on their customer service and operational performance. This informs our discussions with companies about how they can…

Get switched on to new water market at Bath workshop

BUSINESSES across the south west of England can discover how they might benefit from the new retail water in England at a workshop in Bath on Friday, February 24. CCWater will join the Open Water Partnership in hosting the free event, where guests will be able to find out more about how the new market…

Join our fight against The Unflushables

Every year in England and Wales water companies deal with over 300,000 blockages, thousands of which see people’s homes and belongings ruined by sewer flooding. Around £90million is spent EVERY year clearing blockages nationwide. However total costs, including damage from pollution and clean-ups is estimated to exceed a whopping £200million each year. Money which has…

Low-income households in Wales can act now to beat April water bill rise

Low-income households across Wales can take action now to beat an April rise in water bills by tapping into the financial support available from their water company. That’s according to the Consumer Council for Water (CCWater) which has responded to today’s (Wednesday) announcement that the average household water and sewerage bill for Dŵr Cymru Welsh…

Struggling households urged to act now to beat April water bill rises

Low-income households can take action now to beat an April rise in water bills by tapping into the financial support available from their water company. That’s according to the Consumer Council for Water (CCWater) which has responded to today’s (Wednesday) announcement by Water UK that the average water and sewerage bill in England and Wales…

BLOG: A partnership that has delivered real benefits

Back in January 2016 CCWater teamed up with poverty relief charity Turn2Us to launch two online tools to help boost the income of water customers in financial hardship. A year on from forging this new partnership, our affordability expert Andy White explains how thousands of consumers are now seeing the benefits. When you tot up…

BLOG: 5 ways to pull the plug on water debt

Are you feeling the drip, drip, drip of finances draining away after Christmas? You don’t need to struggle on alone with these worries – there are many ways to help pay your water bills and some are better known than others. So now is the time to resolve to take positive action. Here are our…

Water choice – industry launches awareness-raising campaign

Today marks the launch of a new industry-wide campaign aimed at raising awareness of the new non-household retail water market in England. There are just ten weeks to go until 1.2 million businesses, charities and public sector organisations will have the freedom to switch to a different water retailer. But with the clock ticking down…

Protect your home’s pipes as temperatures plummet

With temperatures set to plummet across many parts of the country this week, households are being warned they could pay a high price for giving their home’s pipes the cold shoulder. The Consumer Council for Water (CCWater) is concerned that less than half of households in England and Wales are likely to have taken steps…

GUEST BLOG: Stepping up efforts to help customers in debt

In this guest blog, CLAIRE SHARP – CUSTOMER DIRECTOR AT NORTHUMBRIAN WATER GROUP – explains how the company is helping its customers to reduce or remove debt. We recognise that sometimes life’s ups and downs mean that some customers may find themselves in challenging financial situations. As a business that puts customers at the heart of everything…

CCWater Wales moves to new Cardiff office

Our team in Wales has moved to a new home in Cardiff after more than a decade at Caradog House. From today (Monday) CCWater Wales’s consumer relations team will be fielding your complaints and enquiries in the new surroundings of General Building on Newport Road. You can still contact our Wales team on the same…

Put your questions to water suppliers at Birmingham meeting

Have water companies in the Midlands delivered on the promises they made to customers? That’s one of the questions the Consumer Council for Water will be exploring with Severn Trent and South Staffs Water when the consumer watchdog’s Board meets in Birmingham on Tuesday (January 10). Senior representatives from both of the region’s water suppliers will…

BLOG: Pledge to save water in 2017? We’ll drink to that

It’s that time of year when lots of us agonise over our New Year resolutions. From quitting smoking to losing weight, many of us will commit to something that will often end in failure within days – or even minutes – of us belting out Auld Lang Syne. But if you’re determined to break the…

Don’t give water pipes the cold shoulder this winter

With temperatures plummeting across the country, households are being warned they could pay a high price if they give their home’s water pipes the cold shoulder. Research by the Consumer Council for Water suggests less than half of households are likely to have taken steps to wrap up their property’s water pipes and protect them…

Make sure your festive food isn’t a costly pain in the drain

Fat, oil and grease major cause of sewer blockages in Wales. 2,000 blockages a month costing £7million per year. Blockages lead to human misery and every year flood hundreds of homes. Tipping turkey fat, gravy and other leftovers down the plughole this Christmas could be a recipe for disaster, Welsh Water and the Consumer Council…

CCWater welcomes swift payment of compensation for Boil Water Notice

The Consumer Council for Water (CCWater) has welcomed United Utilities’ (UU) swift decision to pay £20 compensation to all 17,000 customers who have been affected by a boil water notice in parts of Greater Manchester The region’s water company has confirmed it will make the payment to all households and businesses that have been affected…

Make sure your festive food isn’t a costly pain in the drain

Tipping turkey fat, gravy and other leftovers down the plughole this Christmas could be a recipe for disaster, the Consumer Council for Water (CCWater) is warning households. The consumer watchdog is urging everyone to stop and think about what they pour down the sink, especially over the festive period when many sewerage companies report a…

Metering not a silver bullet for tackling water scarcity

Can metering help encourage more consumers to consciously save water? In this article for Utility Week, our Chief Executive Tony Smith explains by water meters will only ever provide part of the solution. How great is the pressure on our water resources? According to a report published by Water UK, parts of the UK have received…

Water companies showcase efforts to tackle water debt

Efforts to prevent more struggling Welsh households from sinking into debt will come under the spotlight at the Consumer Council for Water’s (CCWater) Board meeting in public on Tuesday (December 6). The consumer watchdog has invited water company bosses from Dŵr Cymru Welsh Water, Dee Valley Water and Severn Trent Water to showcase how they…

BLOG: Dive into Discover Water

Today marks the official launch of Discover Water – a new website dripping with fascinating facts and figures about the water and sewerage services that we pay for and rely on. CCWater’s Head of Policy and Research Deryck Hall, who worked with Water UK and other organisations on the project, explains why it’s worth consumers diving in…

World Toilet Day reminded us why we should love our loo

Last week’s World Toilet Day highlighted why none of us in the UK should ever take for granted good sanitation. In this blog our sewer expert Steve Grebby explains why we should love our loo by taking extra care over what we flush down it. Where would you go if you didn’t have your loo? Would…

Welsh Water still has more work to do to reduce written complaints

Wales’ biggest water company Dŵr Cymru Welsh Water has more work to do to reduce the number of written complaints from its customers, says the Consumer Council for Water (CCWater). Building on its September Complaints report, the consumer body has today (Tuesday) published figures which show written complaints to the water company fell month-on-month between…

Affinity Water told to “keep up the momentum” as written complaints fall

Efforts by Affinity Water to curb the number of written complaints it receives from customers are making encouraging progress – but the Consumer Council for Water (CCWater) has told the company it must “keep up the momentum.” Figures published by the consumer watchdog, CCWater, today (Tuesday) reveal that written complaints made against Affinity Water fell…

Southern Water told to “keep up the momentum” as written complaints fall

Efforts by Southern Water to curb the number of written complaints it receives from customers are making encouraging progress – but the Consumer Council for Water (CCWater) has told the company it must “keep up the momentum.” Figures published by the consumer watchdog, CCWater, today (Tuesday) reveal that written complaints made against Southern Water fell…

Bournemouth Water told to “keep up the momentum” as written complaints fall

Efforts by Bournemouth Water to curb the number of written complaints it receives from customers are making encouraging progress – but the Consumer Council for Water (CCWater) has told the company it must “keep up the momentum.” Figures published by the consumer watchdog, CCWater, today (Tuesday) reveal that written complaints made against Bournemouth Water fell by…

Leakage falling but not fast enough, warns consumer watchdog

The amount of water lost through leaky supply pipes in England and Wales has fallen for the first time in five years, but the Consumer Council for Water (CCWater) says some water companies can still do much better. Figures released in CCWater’s Delving into Water show leakage fell by just over 1 per cent in…

New research delves beneath the surface of universal water metering

Metering has the potential to encourage households to use water more wisely if they see financial benefits and receive the right level of care and support from their water company. That’s according to jointly commissioned research by the Consumer Council for Water (CCWater) and Southern Water into customers’ experiences of the company’s Universal Metering Programme…

Water choice – could competition meet households’ expectations?

With the Government still pondering whether to give households in England a choice over their retail water supplier, CCWater’s Chief Executive Tony Smith explains why the market may struggle without the lure of substantial savings for customers. This article first appeared in magazine Utility Week. Almost a year on from first tabling its proposals, the Government…

BLOG: Spook-tacular tips to slash your water bills

Never mind ghouls, ghosts and vampires – sometimes opening up your latest water bill can be enough to give you a fright, especially when you’re struggling to make ends meet. Fortunately, our money saving expert Andy White has a few tricks up his sleeve to help take the fear factor out of water bills and free…

Plug into Big Energy Saving Week

CCWater’s water-saving expert Ana-Maria Millan explains why plugging into Big Energy Saving Week could put you on the path to lower energy and water bills. Are your energy bills making you hot under the collar? Then we’d like to really encourage you to plug into Big Energy Saving Week 2016 (October 31) which will be…

Let’s keep it clear with advice on what not to flush

The Consumer Council for Water (CCWater) is supporting calls for consumers to be provided with accurate and consistent advice on what not to flush down the loo. Water UK – which represents water companies – has today (Wednesday) written to Trading Standards to complain about what it calls “misleading” packaging of wet wipes and other…

GUEST BLOG: Helping struggling water customers stay afloat

Over the past few years CCWater has pressed each of the water companies to provide more support to customers who cannot afford their water bills. JANE CRISP – AFFORDABILITY AND VULNERABILITY LEAD AT SOUTHERN WATER – explains how the company is taking on the challenge of helping thousands of customers in financial difficulty. Last year, we made…

Household competition risks being a damp squib, warns CCWater

The Consumer Council for Water (CCWater) has warned today that customers will end up disappointed if household water competition goes ahead based on an overly optimistic review by Ofwat. The water watchdog has written to the industry regulator challenging some of the more positive assumptions it has made in its assessment of the costs and…

Too few businesses aware of water competition changes

With less than six months to go until the opening of the non-household water market in England, fewer than one in ten business customers may be aware they will soon be able to switch supplier. That’s according to new research by the Consumer Council for Water (CCWater) which is challenging the water industry to ensure…

Water industry reveals plans to head off the risk of drought

PLANS to protect water supplies in South East England from drought and the effects of climate change will come under the spotlight when the Consumer Council for Water (CCWater) meets in London on Tuesday (October 4). The water watchdog’s meeting in public at Goodenough College, Bloomsbury, will give consumers the opportunity to discover how water…

Discover what water competition could mean for your business

In six months time all non-household customers in England will have the opportunity to switch to a different water retailer. But what could that mean for your business? Our next business customer meeting in October is the perfect place to find out more, as our organiser Lucy Byrnes explains. As consumers we are used to…

Water companies face scrutiny at watchdog meeting

Water companies’ efforts to reduce customer complaints will come under scrutiny at the Consumer Council for Water’s (CCWater) meeting in Bradford on Thursday (September 29). The independent consumer watchdog will be challenging water suppliers from across the north of England on their complaint-handling performance at the meeting in Kala Sangam Arts Centre. The meeting starts…

Water complaints come under the spotlight in Birmingham

The number and causes of complaints made against water companies in Central and Eastern England will be scrutinised at the Consumer Council for Water’s (CCWater) meeting in Birmingham next week. The independent consumer watchdog will also be giving consumers the chance to voice any concerns they might have about their water and sewerage services during…

More customers complain about water companies in north of England

The Consumer Council for Water has voiced concerns over an increase in complaints made by customers against water companies across the North of England. Today’s (September 21) report by the consumer watchdog, CCWater, reveals that the region’s four main water suppliers all received more written complaints during 2015/16. United Utilities experienced the region’s largest increase…

Water company faces closer scrutiny after rise in complaints

The Consumer Council for Water (CCWater) has called on Bournemouth Water to improve its service after the company reported a sharp rise in complaints from customers. Today’s (September 21) report by the consumer watchdog, CCWater, reveals that Bournemouth Water saw a 90.6 per cent rise in written customer complaints in 2015/16. The increase – which…

Region’s water companies lead the way in reducing customer complaints

THE Consumer Council for Water (CCWater) has applauded the efforts of Severn Trent Water and South Staffordshire Water for substantially reducing the number of complaints they received from customers. Today’s (September 21) report by the consumer watchdog reveals that the two Midlands-based water suppliers saw among the largest falls in written complaints from customers in…

Water companies face closer scrutiny after rise in complaints

The Consumer Council for Water (CCWater) has called on Southern Water and Affinity Water to improve their service after both companies reported a rise in complaints from customers. Today’s (September 21) report by the consumer watchdog, CCWater, reveals that Southern Water was the industry’s worst performer for the fourth successive year after a rise of…

Customer complaints made to Wales’ largest water company more than double

WALES’ largest water company has been told to improve its performance by the Consumer Council for Water (CCWater) after complaints from its customers more than doubled in the space of a year. Problems caused by more rigorous debt collection, a new billing system and poor communication with some customers, sparked a 115 per cent rise…

Poorer performers warned after ten water companies report rise in complaints

The Consumer Council for Water (CCWater) has warned poorer performing water companies to improve their service after it emerged almost half the industry saw a rise in customer complaints last year. Today’s (September 21) report by the consumer watchdog reveals that ten out of the 21 water companies in England and Wales saw an increase…

Water must learn from energy market if competition is pursued

Regulator Ofwat has this morning published its findings on the costs and benefits of introducing competition in the household retail water market in England. Responding to the report, Tony Smith, Chief Executive of the Consumer Council for Water, said: “Most households like the idea of choice, but our research shows very few – around 6…

Thousands of struggling households missing out on lower water bills

TENS of thousands of cash-strapped households in England and Wales are missing out on support that could significantly reduce their water bills, according to the Consumer Council for Water (CCWater). The independent consumer watchdog has worked with 19 water companies in recent years to help them launch social tariff schemes, which can reduce the amount…

Do your water charges fit the bill?

In this blog our charges expert Andy White helps customers get to grips with surface water drainage charges. When it comes to utilities it’s not just energy bills that can sometimes leave us scratching our head –water charges can be confusing too. This week I appeared on BBC Rip Off Britain to talk about surface water drainage charges,…

Could competition deliver a better deal for households?

With the Government keen to give households in England a choice over their retail water supplier, CCWater Chief Executive Tony Smith explains why competition may struggle to whet the appetite of customers. Could competition deliver a better deal for households in England that comes close to meeting their expectations? That’s a question many of us in…

Consumer issues workshops autumn 2016

Stakeholders from the water industry and beyond gave the Consumer Council for Water some useful ideas for how we can better represent the interests of consumers during a series of workshops in September and October. We held six events across England and in Wales to give stakeholders a chance to share their views on some…

Read our Annual Review 2015/16

Today we are delighted to publish our Annual Review for England and Wales 2015/16 (pdf) Over the past year CCWater has again demonstrated the importance of having a consumer body that is entirely focused on protecting and speaking up for the interests of water consumers. Having helped to secure one of the most customer-focused price…

Water watchdog welcomes swift goodwill payment to villagers

The Consumer Council for Water (CCWater) has welcomed the swift offer of a goodwill payment to 3,600 properties in the Yorkshire villages of Thorne and Moorends, which continue to be affected by a boil water notice. CCWater – which represents the interests of water consumers – has been liaising closely with Yorkshire Water to help…

Discover Water website launched

Have you ever wondered how the hard-earned money you spend on your water bills is used by water companies? Or what happens to the 2,500 tonnes of waste we flush down our loos every day? You can now find answers to these and many other questions with just a few clicks on the new Discover…

Drinking water quality remains exceptionally high

The safety and quality of drinking water in England and Wales remains exceptionally high, a new report has confirmed. The Drinking Water Inspectorate (DWI), which is responsible for regulating drinking water quality, has today published its Annual Report for 2015. Every year water companies carry out millions of tests to check that our tap water…

Satisfaction with value for money of tap water reaches five-year high

A GROWING number of customers believe their water company is delivering value for money, with satisfaction levels now at a five-year high. That’s according to the Consumer Council for Water’s (CCWater) annual ‘Water Matters’ survey (pdf), published today, which shows just over three-quarters of households in England and Wales believe their water company is providing…

BLOG: Time to bin wet wipe waste

CCWater’s sewerage expert Steve Grebby explains why all of us need to take heed of the Marine Conservation Society’s latest campaign. This week I was delighted to see the Marine Conservation Society (MCS) launch a campaign on an issue close to our heart at the Consumer Council for Water. The charity’s Wet Wipes Turn Nasty…

Password scheme can help Cambridgeshire residents thwart bogus callers

If you are not sure, don’t open the door. That’s the advice from the Consumer Council for Water (CCWater) which is urging elderly residents and people living alone to register a security password with their water and energy company to help thwart bogus doorstep callers. The water watchdog has issued the advice following a spate…

Household support for water competition hinges on bill savings

THE MAJORITY of households in England would welcome choice over their water retail supplier but expect competition to deliver significant bill savings, the Consumer Council for Water (CCWater) has revealed. New research published by the water watchdog today (Friday) shows two-thirds of households would like the freedom to shop around for a different retail supplier…

Discover how water companies are helping customers in difficulty

EFFORTS to support people who are struggling to pay their water bills will be showcased at the Consumer Council for Water’s (CCWater) meeting in Darlington on Thursday (May 19). Water companies from across the North of England will highlight some of the successful schemes they have launched to help customers in financial difficulty, during the…

CCWater backs call for restaurants to offer customers free tap water

The Consumer Council for Water (CCWater) has backed calls for free tap water to be made more readily available to customers in licensed cafes and restaurants, as a healthy alternative to sugary drinks. The Local Government Association (LGA), which represents more than 370 councils, wants restaurants to take the initiative in offering people dining out free tap…

Households across South West England given more time to trial a water meter

HOUSEHOLDS across the South West of England are being offered a longer trial period to test whether a water meter could save them money – a move which has received strong support from the Consumer Council for Water (CCWater) The water watchdog has welcomed the decision taken by Wessex Water, South West Water, Bristol Water…

Households across Yorkshire given more time to trial a water meter

HOUSEHOLDS across Yorkshire are being offered a longer trial period to test whether a water meter could save them money – a move which has received strong support from the Consumer Council for Water (CCWater). The water watchdog has welcomed the decision by Yorkshire Water to give its customers two years to try out a…

Households across Wales given more time to trial a water meter

HOUSEHOLDS across Wales are being offered a longer trial period to test whether a water meter could save them money – a move which has received strong support from the Consumer Council for Water (CCWater). The water watchdog has welcomed the decision taken by Dŵr Cymru Welsh Water, Dee Valley Water and Severn Trent Water…

Millions of households given more time to trial the benefits of a water meter

MILLIONS of households are being offered a longer trial period to test whether a water meter could save them money – a move which has received strong support from the Consumer Council for Water (CCWater). The water watchdog has welcomed the decision taken by nine water companies to give customers two years to try out…

Join debate on the future of region’s water resources

WATER resources across London and the South East are under growing pressure – so what action is needed to keep the taps running for future generations? That’s the question that will be posed to water industry experts at a special event being hosted in London on Friday (April 22) by the independent water watchdog the…

Supply & demand: CCWater chats to BBC Cambs about the future of water resources

Managing the growing pressure on our water resources is one of the biggest challenges facing the water industry. Water companies do a good job of ensuring our taps keep running but climate change and a growing population are some of the key issues placing even greater demands on our resources. So what are water companies…

Read our new Forward Work Programme

We are delighted to announce the publication of our new Forward Work Programme (FWP) for England & Wales 2016/17 to 2018/19. Our FWP sets out our ambitions in representing the interests of water consumers over the next three years. During the next 12 months our work will particularly focus on: Making sure the launch of increased water retail…

Don’t allow water bills to make an April Fool of your finances

The average water bill is set to rise by £2 from April 1 – but fortunately our money saving expert Andy White has some great tips to help you beat the price changes. Many of us can afford to laugh at an amusing April Fools Day prank – especially when it’s not at our own…

Struggling Dee Valley households can apply for water bill reduction

LOW-INCOME households across North East Wales and Chester are being urged by the Consumer Council for Water (CCWater) to seek support from a new scheme that could prevent water bills from draining their finances. The water watchdog says Dee Valley Water customers who are struggling to pay their water bills should check whether they might…

Low-income households urged not to miss out on water bill reductions

THOUSANDS of low-income households across England and Wales are being urged by the Consumer Council for Water (CCWater) not to miss out on a raft of schemes which could stop water bills from draining their finances. Eighteen out of 21 water companies will have social tariffs in place from April 1, with the potential over…

Water companies present plans to keep taps running for future generations

EFFORTS to protect water supplies for future generations across Eastern England will come under the spotlight when the Consumer Council for Water (CCWater) meets in Peterborough on Tuesday (April 5). The water watchdog’s meeting in public at the Bull Hotel will give residents the opportunity to discover how water companies, including Anglian Water, plan to…

Guest Blog: Waterwise’s Jacob Tompkins invites you to join Water Saving Week

March 21 marks the start of the second annual Water Saving Week. Waterwise’s Managing Director Jacob Tompkins explains why it’s so important all of us try to save water and how you can get involved with the campaign. March 21 to 25 is national Water Saving Week. Each day has a theme – Monday is…

Join us for Water Saving Week (March 21-25)

Whether it’s filling up the kettle for a cuppa, switching on the shower or the washing machine – all of us rely on water every day of our lives. But population growth and changing weather patterns are putting intense pressure on our water supplies, and the natural environment they are taken from. Sound far fetched? Not…

Water companies challenged to show how they are helping customers

WATER companies serving the West of England will be challenged to show how well they are supporting customers who need financial and other assistance when the Consumer Council for Water (CCWater) meets in Plymouth this Thursday (March 17). Supporting vulnerable customers will be high on the agenda when the consumer watchdog’s Western Committee meets with…

Chance to quiz water suppliers at watchdog’s meeting in Welshpool

HOUSEHOLDS and businesses living close to the Welsh border can voice any concerns about their water and sewerage services or bills at the Consumer Council for Water’s (CCWater) meeting in Welshpool next week CCWater’s Wales Committee will be opening up the floor for consumers to quiz their water and sewerage supplier when it meets in…

Targeted help is not just about making water bills affordable

In this blog, our policy manager Janine Shackleton explains why supporting water customers in vulnerable circumstances is about much more than simply making bills more affordable. Earlier this month, Ofwat published new research which echoed our long-held concerns that many water customers whose circumstances make them vulnerable are still not getting the support they need. Recent…

Winter floods: Water companies have learned valuable lessons

Water companies found themselves in the eye of the storm of this winter floods which caused huge disruption for many communities. Our Chair Alan Lovell explains how the industry has learned valuable lessons. Earlier this month our Board visited Preston to discuss with water companies from across the north of England some of the big…

Customer vulnerability research echoes CCWater’s concerns

The Consumer Council for Water has today welcomed the publication of new research which echoes our own concerns that many vulnerable water customers are still not getting the support they need. The report by industry regulator Ofwat confirms there has been a significant increase in the amount of assistance offered by water companies to customers…

Make your voice heard at CCWater meeting in Walsall

Households and businesses in Walsall with any concerns about their water supply or bills can quiz water company bosses and the Consumer Council for Water later this month. CCWater will be opening up the floor for consumers to float their views at the watchdog’s next meeting in public in Walsall Central Library on Tuesday, February…

Water watchdog to focus on flooding and water quality issues at Preston meeting

LESSONS learned from recent incidents involving water companies will top the agenda when the Consumer Council for Water (CCWater) holds its board meeting in public on Tuesday (9 February). The water watchdog will explore the role of water companies in flood management and prevention, and look at what they can do to protect their assets…

Water companies must do more to support customers struggling to pay their bills, says water watchdog

WATER COMPANIES must make sure that customers who cannot afford to pay their bills are given the help they need, according to the Consumer Council for Water (CCWater). The watchdog’s call comes as today’s annual publication of charges by Water UK reveals that the average water and sewerage bill in England and Wales will rise…

Water companies in Wales must do more to support customers struggling to pay their bills, says water watchdog

WATER COMPANIES in Wales must make sure that customers who cannot afford to pay their bills are given the help they need, according to the Consumer Council for Water (CCWater). The watchdog’s call comes as today’s annual publication of charges by Water UK reveals that the average water and sewerage bill for Dŵr Cymru Welsh…

CCWater responds to Portsmouth Water’s decision to exit non-household retail market

The Consumer Council for Water has this morning responded to Portsmouth Water’s announcement that it has appointed Castle Water to provide billing and associated services to its business customers from 1 April 2016 and intends to exit the non-household retail market from April 2017. Sir Tony Redmond, London and South East Chair of the Consumer…

Households urged to protect their home’s pipes as temperatures plummet

AS temperatures fall across the country, households are being warned by the Consumer Council for Water (CCWater) to prepare their home’s pipes for winter’s late arrival. The water watchdog is concerned many households may not have taken steps to protect their pipework from freezing weather after the mildest December on record. More than half of…

Households urged to protect their home’s pipes as temperatures plummet

AS temperatures fall across Wales, households are being warned by the Consumer Council for Water (CCWater) to prepare their home’s pipes for winter’s late arrival. Wales’ water watchdog is concerned many households may not have taken steps to protect their pipework from freezing weather after the mildest December on record. About half of households admitted…

Public Accounts Committee report echoes CCWater concerns

The Consumer Council for Water has this morning welcomed the publication of the Public Account Committee’s report and recommendations on the economic regulation of the water industry. Tony Smith, Chief Executive of the Consumer Council for Water (CCWater), said: “We welcome the committee’s findings which echo the concerns we have repeatedly raised with Ofwat that…

Water watchdog launches benefits calculator to help those struggling with bills

HOUSEHOLDS in Wales struggling to afford their water bills are being urged by the Consumer Council for Water (CCWater) to use new online tools which could provide a vital boost to their finances. CCWater has teamed up with poverty relief charity Turn2us to provide a benefits calculator and grants search tool to help struggling water…

CCWater launches benefits calculator to help customers struggling with bills

Households struggling to afford their water bills are being urged by the Consumer Council for Water (CCWater) to use new online tools which could provide a vital boost to their finances. CCWater has teamed up with poverty relief charity Turn2us to provide a benefits calculator and grants search tool to help struggling water customers in…

Former CCWater Wales Chair awarded an MBE in New Year’s Honours

A former consumer champion for water customers in Wales has been awarded an MBE in recognition of her outstanding work with the Consumer Council for Water (CCWater). Diane McCrea provided a powerful and influential voice for consumers during her ten years as Chair of CCWater’s Wales Committee before her tenure drew to a close at…

Awareness remains biggest obstacle to affordability challenge

The scale of debt facing many water customers was brought into sharp focus last week when Ofwat revealed the industry has failed to collect £2.2 billion in unpaid water bills. Our own research reinforces the size of the problem with one in eight households currently saying they cannot afford their water bills. But these headline-grabbing…

CCWater publishes Forward Work Programme consultation

Today we’ve published our Forward Work Programme consultation which sets out how we plan to represent water consumers over the next three years. With the landscape of the water industry experiencing enormous change, it’s vital we continue to provide a strong, respected and independent voice for consumers across England and Wales. That’s why we want…

New research confirms water debt and affordability remain a huge challenge

New research published by Ofwat today confirms much more still needs to be done to help customers struggling to pay their water bills, according to the Consumer Council for Water (CCWater). The regulator’s Affordability and debt report has revealed unpaid water bills are an increasing problem in England and Wales. The report says that low-income households,…

CCWater welcomes Government plans to explore water competition for households

CCWater welcomes today’s Government announcement that it wants to look into the benefits of providing competition for retail water services to household customers in England. Tony Smith, CCWater’s Chief Executive, said: “In research we did some years ago the majority of household customers supported the principle of competition in water and sewerage services. However, when…

BLOG: Time to stop the block in our strained sewers

If I asked you to guess what was found lurking in the sewer pipes of England and Wales over the past year I’m willing to bet ‘adult toys’ or a hand grenade wouldn’t feature on your list. But believe it or not these strange discoveries are just two of the more bizarre items that have been…

Wet wipes are a growing pain in the drain for thousands of blocked sewers

Keep your wipes out of the pipes. That’s the advice from the Consumer Council for Water (CCWater) on World Toilet Day (November 19)1, with households across England and Wales being urged to join the battle to reduce the tens of thousands of blockages clogging up our drains and sewers. ‘Adult toys’, a hand grenade, dismantled…

Complaints and compensation high on the agenda at water watchdog meeting

PROGRESS made towards compensating all customers affected by a boil water notice in Lancashire during the summer will be discussed when the water watchdog’s Northern Committee meets next Thursday (November 26). Senior representatives from water companies who serve customers in the north of England will attend the Consumer Council for Water’s (CCWater) regional meeting in…

Be winter wise – wrap up your home

Households are being warned not to give their home’s water pipes the cold shoulder this winter and wrap them up warm before temperatures plummet. The Consumer Council for Water (CCWater) has joined the Met Office and WaterSafe1 in urging consumers to take action now to protect their pipes from freezing and bursting in the icy…

Water companies to be quizzed on complaints at watchdog’s meeting

THE CAUSES of customer complaints against water companies will come under close scrutiny at the Consumer Council for Water’s (CCWater) London and South East meeting in public. Senior representatives from the region’s six water companies will be challenged to explain what they are doing to tackle customers’ biggest gripes with their service, when the watchdog’s…

Efforts to reduce the risk of sewer flooding highlighted in Taunton

EFFORTS to protect homes in western England from sewer flooding during heavy storms will be showcased at the Consumer Council for Water’s (CCWater) meeting in Somerset on Thursday (November 5). Residents can learn more about how South West Water and Wessex Water have strengthened the resilience of their infrastructure during the water watchdog’s Western Committee…

Future of water resources discussed at Wales Millennium Centre

The future of water resources and the natural environment in Wales will come under the spotlight at the Consumer Council for Water’s (CCWater) Board meeting in public on Tuesday, November 3. The watchdog is set to host a wide-ranging discussion in Cardiff examining the Wales Water Strategy and the role CCWater has to play in…

Get plugged into Big Energy Saving Week

Today marks the start of Big Energy Saving Week 2015 (BESW15) and we’re excited to be among the organisations supporting this year’s campaign. Why? Because we are passionate about helping people save money and BESW15 gives us another fantastic opportunity to get consumers thinking about their use of energy and hot water. Throughout the week…

BLOG: 7 ways to reduce your water bills

Psst…. Want to know a secret? There are now more ways than ever before to reduce the amount you pay for your water and sewerage services. Okay, so this information isn’t actually classified. But each year thousands of people miss out on savings on their water bills worth millions of pounds. This is because not…

CCWater welcomes National Audit Office (NAO) findings

The Consumer Council for Water has welcomed the publication of a report by the National Audit Office (NAO) examining the regulation of the water sector. The report recognises that regulation of the industry has delivered improvements to many of the services that matter most to customers. But CCWater also supports the NAO’s findings that past price settlements overseen by…

7 ways to reduce your water bills

Pssst! Want to know a secret? There are now more ways than ever before to reduce the amount you pay for your water and sewerage services. Okay, so this information isn’t actually classified. But each year thousands of people miss out on savings on their water bills worth millions of pounds. This is because not…

Households urged not to let water bill savings slip down the plug hole

STRUGGLING households could be missing out on simple savings on their water bills, according to the Consumer Council for Water (CCWater). The water watchdog wants to help customers take more control of their bills by plugging into the growing number of opportunities households have to reduce their water and sewerage charges. The advice comes in…

Welsh households urged not to let water bill savings slip down the plug hole

STRUGGLING households in Wales could be missing out on simple savings on their water bills, according to the Consumer Council for Water (CCWater). The water watchdog wants to help customers take more control of their bills by plugging into the growing number of opportunities households have to reduce their water and sewerage charges. The advice…

Consumers can air concerns at regional meeting in Leicester

CONSUMERS with questions about their water and sewerage services are being invited to attend the Consumer Council for Water’s (CCWater) regional meeting in public at Leicester Racecourse on Monday (October 12). The watchdog’s meeting will also provide customers in Central and Eastern England with the opportunity to hear how their water company has performed on…

CMA’s decision is good news for Bristol Water customers

The Competition and Markets Authority (CMA) has today (Tuesday) published its findings following an investigation into the final decision made by regulator Ofwat on Bristol Water’s price limits for 2015 to 2020. Responding to the CMA’s announcement, Tony Smith, Chief Executive of the Consumer Council for Water said: “The CMA’s final decision is good news for Bristol…

CMA’s merger findings do not go far enough in protecting customers

The Competition and Markets Authority (CMA) has provisionally cleared the way for the merger of South West Water and Bournemouth Water. You can read more details in the CMA announcement The Consumer Council for Water has expressed concerns over some of the findings. Tony Smith, Chief Executive of the Consumer Council for Water, said: “We do…

Wales Chair reflects on a 10-year journey to put customers at the heart of the water industry

After a decade championing the interests of water customers in Wales, Diane McCrea will bid farewell to the Consumer Council for Water on September 30. Over the past ten years as Wales Committee Chair and Vice Chair of the Board of CCWater, Diane has been instrumental in shifting the focus of water companies onto their…

Watchdog says hard work is paying off as water company complaints fall in Wales

CUSTOMER complaints to water companies in Wales have fallen faster than the industry average, earning praise from the Consumer Council for Water (CCWater). CCWater’s annual Written Customer Complaints report has revealed customer complaints to Dŵr Cymru Welsh Water fell by nearly 19 per cent in 2014/15 – compared to an overall reduction of 13.4 per…

Worst performers told to close the gap as water industry complaints fall again

CUSTOMER complaints to water companies have fallen for a seventh successive year – but the gap between the industry’s best and worst performers remains unacceptable, according to the Consumer Council for Water (CCWater). CCWater’s annual Written Customer Complaints report has revealed most water companies are doing a good job in meeting the water watchdog’s challenge…

Wales customers can have their say at CCWater’s meeting in Cardiff

CUSTOMERS in Wales with concerns over their water and sewerage services can float their views at the Consumer Council for Water’s (CCWater) next meeting in Cardiff. The water watchdog will be reflecting on ten years championing the interests of water customers in Wales when it meets in public at City Hall, Cardiff on Tuesday, September…

Water watchdog welcomes swift payment of compensation to customers in Lancashire

The Consumer Council for Water (CCWater) has welcomed the swift payment of compensation to over 300,000 United Utilities customers who have been affected by the boil water notice in Lancashire. CCWater has been in negotiations with United Utilities to ensure its response to compensating customers is fair and reflects the considerable disruption that has been…

Thames Tideway Tunnel must deliver value for money, says water watchdog

The cost of the Thames Tideway Tunnel scheme to Thames Water’s 5.3 million waste water customers must be kept to an absolute minimum, says the Consumer Council for Water (CCWater). The water watchdog will be keeping a close eye on the £4.2 billion ‘super sewer’ scheme which water industry regulator Ofwat today confirmed will be…

Water watchdog welcomes new consumer champion for customers in Wales

The Consumer Council for Water (CCWater) has welcomed the appointment of a new consumer champion to speak up for the interests of water customers in Wales. The Consumer Council for Water (CCWater) has welcomed the appointment of a new consumer champion to speak up for the interests of water customers in Wales. Tom Taylor will…

More customers satisfied with value for money of water and sewerage services

THREE quarters of water customers in England and Wales believe they are getting value for money from their water company, according to new research from the Consumer Council for Water (CCWater). CCWater has today (Tuesday) published its annual ‘Water Matters’ survey which reveals water customers’ satisfaction with value for money has risen by six per…

Keep your cool – stay hydrated

It’s not always easy to keep your cool during hot weather but there are simple things you can do to stay hydrated as temperatures soar across England and Wales. Drinking tap water is one of the cheapest and healthiest ways to cool off so it’s worth investing in a reusable water bottle that you can…

CCWater publishes Wales Annual Review for 2014/15

We are delighted to announce the publication of our Wales Committee Annual Review for 2014/15 (pdf) The review sets out what we have achieved for customers during a challenging 12 months, dominated by the conclusion of the 2014 Price Review which set prices and investment for the next five years. Our achievements included: Working with Dŵr…

CCWater publishes Annual Review for England and Wales 2014/15

“Putting customers at the heart of the water industry” Today we are delighted to publish our Annual Review for England and Wales 2014/15 (pdf). The review explains what we have achieved for customers during a challenging 12 months for the water industry, dominated by the conclusion of the 2014 Price Review. Our achievements included: Working…

CCWater responds to CMA findings on Bristol Water appeal

The Competition and Markets Authority (CMA) has today (July 10) published its initial findings on Bristol Water’s appeal against its price limits for 2015 to 2020, which were set by the regulator Ofwat in December 2014. The CMA has provisionally found that Bristol Water should reduce its average water bill by 17 per cent, before…

Tap water remains among safest in the world

Drinking water in England and Wales remains among the safest in the world, a new report has confirmed. The Drinking Water Inspectorate (DWI) published its latest Annual Report on July 9. During the last year water companies have carried out millions of tests to check that our tap water complies with all the stringent water…

Water customers expect impartial chairs and greater transparency from CCGs

IMPARTIAL chairs and greater transparency are vital to ensure Customer Challenge Groups (CCGs) have legitimacy in the eyes of customers, new research by the Consumer Council for Water (CCWater) has revealed. A Tide of Opinion: The Customer Voice in Price Setting is the first study since the conclusion of the 2014 Price Review to ask…

Shut out bogus callers with password scheme

‘If you’re not sure – don’t open the door.’ That’s the resounding message from the Consumer Council for Water which is urging elderly people and those living alone to register a security password with their water and energy company. Signing up for a password is a simple and effective way to avoid becoming a victim…

Password scheme key to crackdown on bogus callers, says water watchdog

If you are not sure, don’t open the door. That’s the advice from the Consumer Council for Water (CCWater) which is urging elderly residents and people living alone to register a security password with their water and energy company to help thwart distraction burglars. Signing up for a password is a simple and effective way…

Interview: CCWater chair Alan Lovell chats to Utility Week

“I have a great personal interest in the sustainability and water efficiency agenda – very much from the consumer’s standpoint.” Alan Lovell INTERVIEW BY MATHEW BEECH – Utility Week Alan Lovell has big shoes to fill. His predecessor as chair of the Consumer Council for Water – (CCWater) – Dame Yve Buckland – oversaw a…

On a low income? Get help with your water bill

YOU may not be aware that there is now more help available than ever before if you are on a low income and struggling to pay your water bills. One of the ways customers can get assistance is through a so-called social tariff – which can reduce the water bills of low-income households who qualify for support….

Low-income households urged not to miss out on reduced water bills

Low-income households struggling to pay their water bills are being urged by the Consumer Council for Water (CCWater) not to miss out on vital support available from their water companies. Nine water companies have recently launched new social tariffs, which can help reduce the bills of eligible customers who are on low incomes. It means…

New water watchdog chairman takes charge of first meeting in public

THERE will be a new man in the hot seat when water watchdog the Consumer Council for Water (CCWater) meets in public at its Birmingham headquarters on Tuesday, May 12. Chairman Alan Lovell will take charge of his first CCWater board meeting in public since succeeding Dame Yve Buckland, who stepped down at the end…

We are the champions: new team ready to work for water customers in Wales

A NEW team of consumer advocates is ready for the challenge of championing the interests of water customers in Wales. The Consumer Council for Water (CCWater) has appointed five local consumer advocates to its Wales Committee. They will work closely with the country’s water companies and key stakeholders to ensure that consumers get the best…

We are the champions: new team ready to work for water customers in western England

A NEW team of consumer advocates is ready for the challenge of championing the interests of water customers in western England. The Consumer Council for Water (CCWater) has appointed four new local consumer advocates to work closely with the region’s water companies and to ensure they are acting in the best interests of water customers…

We are the champions: new team ready to work for water customers in Northern England

A NEW team of consumer advocates is ready for the challenge of championing the interests of water customers in northern England. The Consumer Council for Water (CCWater) has appointed three new local consumer advocates to work closely with the region’s water companies and to ensure they are acting in the best interests of water customers….

We are the champions: new team ready to work for water customers in London and the South East

A NEW team of consumer advocates is ready for the challenge of championing the interests of water customers in London and the South East. The Consumer Council for Water (CCWater) has appointed six local consumer advocates to work closely with the region’s water companies and to ensure they are acting in the best interests of…

We are the champions: new team ready to work for water customers in Central and Eastern England

A NEW team of consumer advocates is ready for the challenge of championing the interests of water customers in Central and Eastern England. The Consumer Council for Water (CCWater) has appointed four local consumer advocates to work closely with the region’s water companies and to ensure they are acting in the best interests of water…

Water watchdog appoints new chair to lead it through uncharted waters

The Consumer Council for Water (CCWater) is delighted to announce the appointment of a new chair to lead the consumer body through a period of major change in the water industry. Successful businessman Alan Lovell will begin his four-year post with the water watchdog on April 1 after being jointly appointed by the Department for…

Water watchdog appoints two new regional chairs

The Consumer Council for Water (CCWater) is pleased to announce the appointment of two new board members who will provide a strong voice for water customers. David Heath and Robert Light will begin their four year posts with the water watchdog on June 1 after being appointed by the Department for Environment Food and Rural…

Top tips to whet your appetite during Water Saving Week

CONSUMERS are being urged to soak up and be inspired by simple ideas to help them save water and in some cases money during Water Saving Week (March 22 to 28). The Consumer Council for Water (CCWater) is supporting Waterwise’s week of water-saving activities, which aims to raise awareness of the pressing need for all…

Departing Chair reflects on a decade with CCWater

AFTER a decade at the helm Dame Yve Buckland will step down as Chair of the Consumer Council for Water (CCWater) on March 31. During the past ten years Dame Yve and CCWater have been instrumental in reshaping the priorities of the water industry so the interests of water customers are now much more at…

Departing Chair reflects on 10 years at water watchdog

AFTER a decade at the helm Dame Yve Buckland will step down as Chair of the Consumer Council for Water (CCWater) on March 31. During the past ten years Dame Yve and CCWater have been instrumental in reshaping the priorities of the water industry so the interests of water customers are now much more at…

Landlords urged to act now to avoid impact of unpaid water bills

TIME is running out for landlords to ensure they comply with new regulations on the payment of water bills, the Consumer Council for Water has warned. Landlords of properties with water supplied by Dŵr Cymru Welsh Water or Dee Valley Water have until March 31 to ensure they have provided those companies with details of…

Future of water services and bills discussed at water watchdog’s meeting

CONSUMERS in northern England can learn more about how their water company intends to spend their money over the next five years, at the Consumer Council for Water’s (CCWater) regional meeting in Manchester. Senior representatives from water companies who serve the north of England will attend the water watchdog’s meeting on Thursday, March 12 to…

Future of water services and bills in Wales tops the agenda at watchdog’s meeting

CUSTOMERS can listen to how water companies in Wales intend to spend their money over the next five years at the next meeting of the Consumer Council for Water (CCWater) Senior representatives from Dŵr Cymru Welsh Water and Dee Valley Water will take to the floor during the water watchdog’s Wales Committee meeting at the…

Time to soak up the savings as water bills land on doormats

AS water bills begin to land on doormats across Wales, households are being urged by the Consumer Council for Water (CCWater) to soak up every opportunity to save money. Most customers can expect good news when they open their new bills with the average water sewerage and water bill for Dŵr Cymru Welsh Water customers…

Time to soak up the savings as water bills land on doormats

AS water bills begin to land on doormats across the country, households are being urged by the Consumer Council for Water (CCWater) to soak up every opportunity to save money. Most customers can expect good news when they open their new bills with the average water and sewerage bill in England and Wales set to…

Future of water customers’ bills explained at watchdog’s regional meeting

THE FUTURE of water and sewerage bills for customers in the South East will come under the spotlight at the Consumer Council for Water’s (CCWater) public meeting in London later this month. Senior figures from water companies serving London and the South East will attend CCWater’s meeting on Thursday, February 26 to explain the improvements…

Fall in average water bill reflects growing influence of customers in shaping prices, says water watchdog

THE GROWING influence customers have over what they pay for their water and sewerage services is reflected in today’s announcement on water bills for 2015/16, according to the Consumer Council for Water (CCWater). The annual publication of charges by Water UK has revealed the average water and sewerage bill in England and Wales will fall…

Water watchdog appoints Phil Marshall as Deputy Chief Executive

THE CONSUMER Council for Water is delighted to announce the appointment of Phil Marshall as its Deputy Chief Executive. Phil will take up his new role at the water watchdog next month having spent the past two and a half years as Bristol Water’s Director of Customer Services. He brings with him a wealth of…

Leakage and sewer flooding top list of concerns in water watchdog’s report

PLUGGING rising leakage levels and reducing the number of sewer flooding incidents have emerged as pressing priorities for the water industry, in a new report by the Consumer Council for Water (CCWater). CCWater’s ‘Delving into water’ today (January 22) reveals the water industry has made progress over the past four years in improving their performance…

Make sure your water pipes are wrapped up as temperatures plummet

WITH freezing temperatures taking an icy grip of Wales, households are being urged by the Consumer Council for Water (CCWater) to act now to avoid the risk of a burst water pipe. Cold snaps, like the one currently sweeping the country, increase the risk of water pipes becoming frozen with potentially costly and disruptive consequences….

Make sure your water pipes are wrapped up as temperatures plummet

WITH freezing temperatures taking an icy grip of the country, households are being urged by the Consumer Council for Water to act now to avoid the risk of a burst water pipe. Cold snaps, like the one currently sweeping the UK, increase the risk of water pipes becoming frozen with potentially costly and disruptive consequences….

Assistance schemes can help struggling customers in Wales keep their head above water

HOUSEHOLDS faced with mounting debts and struggling to pay their water bill are being urged by the Consumer Council for Water (CCWater) to make a New Year’s resolution to seek immediate help with their payments. For many struggling families the dawn of a New Year will bring with it the stark reality of debt which…

Assistance schemes can help struggling customers keep their head above water

HOUSEHOLDS faced with mounting debts and struggling to pay their water bill are being urged by the Consumer Council for Water (CCWater) to make a New Year’s resolution to seek immediate help with their payments. For many struggling families the dawn of a New Year will bring with it the stark reality of debt which…

Deal on water bills is a victory for customers in Wales, says watchdog

THE CONSUMER Council for Water says today’s (Friday) final decisions by the regulator Ofwat on what water companies in Wales can charge customers from 2015 to 2020 represents a victory for customers. Ofwat has confirmed customers of Wales’ largest water supplier – Dŵr Cymru Welsh Water – will see the average household water and sewerage…

Deal on water bills and service is a victory for customers, says watchdog

THE CONSUMER Council for Water says today’s (Friday) final decisions by the regulator Ofwat on what water companies can charge customers from 2015 to 2020 represents a significant victory for the voice of the customer. Ofwat has confirmed the average household water and sewerage bill1 in England and Wales will fall by around 5 per…

More homes risk being caught cold this winter by a burst water pipe

MORE households in Wales risk being caught cold this winter by not protecting their home’s water pipes from the threat of freezing temperatures. The Consumer Council for Water (CCWater) in Wales is urging people to act now to ensure their pipes are wrapped up in their winter woollies or risk a burst pipe ruining their…

More homes risk being caught cold this winter by a burst water pipe

MORE households risk being caught cold this winter by not protecting their home’s water pipes from the threat of freezing temperatures. The Consumer Council for Water (CCWater) is urging people to act now to ensure their pipes are wrapped up in their winter woollies or risk a burst pipe ruining their festive celebrations. The warning…

Let’s ‘beat the block’ by stopping to think about what we pour down the sink

LET’S all stop and think about what we pour down the sink. That’s the message from the Consumer Council for Water (CCWater) which is offering consumers some top tips to ‘beat the block’ and reduce the risk of their drain or a sewer pipe getting clogged up. Prosthetic limbs, mini motorbikes, slippers, tennis balls and…

Your watchdog, your voice: Join CCWater’s public discussion in Newport, South Wales

CONSUMERS in Wales are being given a platform to voice any concerns about their water and sewerage services at the Consumer Council for Water’s (CCWater) meeting later this month. On Tuesday, November 18 customers will have the chance to hear how the services they receive from Dŵr Cymru Welsh Water and Dee Valley Water compare…

CCWater helping households thwart bogus callers during National Consumer Week

Take time to be sure before you open the door. That’s the advice from the water watchdog the Consumer Council for Water (CCWater) which is sharing its top tips to help households in Wales outsmart distraction burglars. CCWater is using National Consumer Week (November 3-7) to remind water customers in Wales of how to protect…

Households in Wales urged to plug into valuable water and energy savings

SMALL changes could add up to valuable savings on consumers’ energy and water bills, according to the Consumer Council for Water (CCWater) in Wales which is supporting the Big Energy Saving Week (October 20-24). CCWater is encouraging consumers in Wales to take time to think about their use of hot water and see whether the…

Use water and energy more wisely to plug into valuable savings

SMALL changes could add up to valuable savings on consumers’ energy and water bills, according to the Consumer Council for Water (CCWater) which is supporting the Big Energy Saving Week (October 20-24). CCWater is encouraging consumers to take time to think about their use of hot water and see whether the water watchdog’s money saving…

The right to switch water supplier to be considered at water watchdog’s northern meeting

The introduction of competition in the supply of water services to business customers will be the main item under consideration at the next meeting of the Consumer Council for Water’s Northern Committee on Thursday, October 16. The watchdog will be joined by senior representatives of the water companies who provide services to customers across the…

How is your water company spending your money? Find out at watchdog’s meeting

WATER companies in London and the South East will be asked to explain how they are spending their customers’ money at a watchdog’s public meeting later this month. The Consumer Council for Water (CCWater) will question directors from the region’s six water companies during the meeting in London on Tuesday, 14th October. The topics will…

Support for struggling households takes centre stage at water watchdog’s meeting

PEOPLE struggling to pay their water bill can discover more about the support available to them during the Consumer Council for Water’s (CCWater) Western Committee meeting next month. CCWater and water companies from the region will be among those represented at the public meeting on Thursday, October 9 in Taunton. Recent research by CCWater has…

Water companies’ performance under the spotlight at watchdog’s meeting

The performance of water companies on behalf of customers in central and eastern England will come under the spotlight at a consumer watchdog’s public meeting next week. The Consumer Council for Water’s Central and Eastern Committee will be questioning water company representatives on behalf of customers at its meeting in Cambridge on Tuesday, September 23….

Affordable water bills vital to continue downward trend of complaints

CUSTOMER complaints to water companies have plunged for the sixth successive year – but the Consumer Council for Water (CCWater) has warned the tide could quickly turn against the industry if it fails to deliver affordable bills. CCWater’s annual Written Customer Complaints report has today (September 15) revealed most water companies have again responded positively…

Struggling water customers ‘suffering in silence’ and missing out on vital support

Struggling households are still missing out on vital support with paying their water bill despite more help being offered by water companies, the Consumer Council for Water has revealed. The water watchdog has published a new report – Living With Water Poverty 2014: Keeping Your Head Above Water (pdf) – which offers a fresh insight…

Good news for most water customers’ bills – but it’s not job done

The water industry regulator Ofwat has this morning (Friday, August 29) announced its draft decisions on what it believes water companies should be able to charge customers from 2015 to 2020. This is ahead of its final decisions in December. You can read Ofwat’s full press release here Below is a statement from the Consumer Council for Water…

Switching to a water meter could help reduce bills for struggling households in Wales

A FEW clicks on the Consumer Council for Water’s (CCWater) website could lead to crucial savings for the one in five households in Wales who say they cannot afford their water bill Over 23,000 water customers across England and Wales identified potential savings totalling £4.9 million last year (2013/14) after using CCWater’s online calculator –…

Switching to a water meter could help reduce bills for struggling households

A FEW clicks on the Consumer Council for Water’s website could lead to crucial savings for the one in five households who say they cannot afford their water bill. Over 23,000 water customers in England and Wales identified potential savings totalling £4.9 million last year (2013/14) after using our online water meter calculator – an…

CCWater publishes its Annual Review

It has been another busy and challenging year for the Consumer Council for Water and our efforts to provide a strong, independent voice for water consumers in England and Wales. You can find out more about what we achieved during the year by reading out Annual Review for England and Wales (pdf) and our Annual Review…

Uncharted Waters: Water industry competition must avoid pitfalls encountered in other sectors

INCREASED competition in the water industry must avoid the pitfalls which have caused discontent among business customers in other sectors, research carried out on behalf of the Consumer Council for Water (CCWater) has revealed. Moves to allow all non-household customers in England the choice to switch their water and sewerage retail provider from April 2017…

Water watchdog shares top tips to help households thwart bogus callers

Take time to be sure before you open the door. That’s the advice from the water watchdog the Consumer Council for Water (CCWater) which has published its top tips to help households outsmart distraction burglars. About nine bogus caller crimes are reported every day in England and Wales with thieves posing as water or other…

CCWater’s Annual Report and Accounts 2013 to 2014 published

The Consumer Council for Water’s (CCWater) annual report and accounts give a balanced and comprehensive analysis of: the development and performance of the business of CCWater during the financial year, the position of CCWater at the end of the year, the main trends and factors underlying the development, performance and position of the business of…

CCWater welcomes Thames Water’s £86m pledge to customers

The Consumer Council for Water is pleased Ofwat’s investigation into Thames Water’s reporting of sewer flooding will result in an £86 million package of benefits for customers and the environment. Please see below our response to Ofwat’s announcement: Sir Tony Redmond, London and South East chair for the Consumer Council for Water, said: “Customers should never…

Draft price limits offer improved deal for Northumbrian Water customers

The Consumer Council for Water (CCWater) says today’s (Friday) draft decision on Northumbrian Water’s price limits for 2015 to 2020 should mean an improved deal for customers. Regulator Ofwat has announced that it believes Northumbrian Water’s average annual household bill for water and sewerage should fall slightly before inflation. This includes customers of Essex and…

Draft price limits provide good news for Dŵr Cymru Welsh Water customers

The Consumer Council for Water (CCWater) says today’s (Friday) draft decision on Dŵr Cymru Welsh Water’s price limits for 2015 to 2020 is good news for their customers. Regulator Ofwat has announced that it believes Dŵr Cymru Welsh Water’s average annual household bill for water and sewerage services should fall before inflation from £416 in…

One in five customers say their water charges are not affordable

A GROWING number of households in England and Wales are struggling to afford their water bill, according to research carried out on behalf of the Consumer Council for Water (CCWater). One in five customers say their water bill is not affordable, as many households continue to battle with cost of living pressures, CCWater’s ‘Water Matters…

Watchdog says Affinity Water’s draft price limits are good news for customers

The Consumer Council for Water (CCWater) says today’s (Wednesday) draft decision on Affinity Water’s price limits for 2015 to 2020 is good news for their customers. Regulator Ofwat has announced that it believes Affinity Water’s average annual household bill for water-only charges should fall before inflation from £174 in 2014/15 to £155 by 2020. Ofwat…

Draft price limits provide good news for South West Water customers

The Consumer Council for Water (CCWater) says today’s (Wednesday) draft decision on South West Water’s price limits for 2015 to 2020 is good news for customers who have faced the highest water bills in the country. Regulator Ofwat has announced that it believes South West Water’s average annual household bill for water and sewerage should…

Water prices and affordability take centre stage at water watchdog’s northern meeting

Support for water customers struggling to pay their water bills will be just one of the issues discussed at the next meeting of the Consumer Council for Water’s Northern Committee on Tuesday, April 8. The watchdog will be joined by senior representatives of the water companies who provide services to customers across the north of…

Find out about our plans for 2014/15 to 2016/17

The Consumer Council for Water’s Forward Work Programmes for England & Wales and for Wales have been published. Our Forward Work Programmes are shaped by what water consumers say we should be doing to represent them. This approach has helped us achieve significant outcomes on behalf of consumers since 2005: We have secured over £1…

Water customers invited to CCWater’s public meeting

Water customers are welcome to attend the next national board meeting of the Consumer Council for Water to be held in public in Birmingham on Tuesday, April 1. The water watchdog will be highlighting what it has achieved for water customers during the past year at the meeting in Victoria Square House, Victoria Square, Birmingham….

Water watchdog wants to hear from consumers at its next meeting in Wrexham

EFFORTS to tackle sewer flooding and water discoloration issues, as well as the process of setting water prices for the next five years, will come under the spotlight at the next Welsh Committee meeting of the Consumer Council for Water (CCWater) in public. The water watchdog is encouraging water consumers to join a discussion about…

Response to Ofwat Consultation “Wholesale and Retail Charges – a Consultation”

The Consumer Council for Water has responded to Ofwat’s consultation on Wholesale and Retail Charges. From April 2015 separate charges for wholesale and retail services will come into effect for customers in England and Wales. Ofwat’s consultation describes some of the different options available for setting charging rules and potential approaches to governance given the new…

Make sure you’re not missing out on water bill savings

With households in Wales set to see their water bill increase from April, the Consumer Council for Water (CCWater) has some top tips to help customers tap into precious savings. Last month it was revealed the average household water and sewerage bill for Dŵr Cymru Welsh Water customers would rise by £6 to £440, which…

Top tips can help dilute your water bill

With most households set to see their water bill increase from April, the Consumer Council for Water (CCWater) has some top tips to help customers tap into precious savings. Last month it was revealed the average household water and sewerage bill will rise by £8 from £385 to £393 in 2014/15. Although this increase is…

Support for struggling water customers on the agenda at public meeting

SUPPORT for water customers in financial difficulty will be one of the main topics of discussion at the Consumer Council for Water’s (CCWater) next public meeting in London later this month. The water watchdog is encouraging water customers to attend the regional meeting on Wednesday, February 26 where they can learn more about some of…

Water bills to rise in Wales but support is available

Water bills in Wales are set to rise this April and help is available for customers struggling with bills, says the Consumer Council for Water (CCWater). Today it was confirmed customers of Dŵr Cymru Welsh Water will see the average household water and sewerage bill for 2014/15 rise below inflation by £6 to £440 Household…

Moves to ease pressure on water bills is step in the right direction

Moves to ease pressure on water bills is step in the right direction, says watchdog EFFORTS by some water companies to dilute bill increases in 2014/15 mark another step in the right direction for customers, says the Consumer Council for Water (CCWater). Today it was announced the majority of water companies in England and Wales…

Response to Ofwat’s Service Incentive Mechanism 2015 and beyond consultation

The Consumer Council for Water has responsed to Ofwat’s Service Incentive Mechanism (SIM) 2015 and beyond consultation This consultation asked for views on how the SIM should evolve following the introduction of market reform. Our response calls for the SIM to have higher penalties and incentives, or at least use the full range of the existing penalties…

Two new independent members appointed to water watchdog’s board

Environment secretary Owen Paterson has announced two new appointments to the Board of the Consumer Council for Water (CCWater). Julie Hill and Philip Johnson have been appointed from 1 February 2014 for four years as Independent non-executive members and will play a key role on the National Board of the Consumer Council for Water for England…

Water customers invited to watchdog’s regional public meeting

MEMBERS of the public can learn more about some of the key issues facing water consumers in the South East of England at the next regional meeting of CCWater. CCWater London and South East will be holding a public meeting on Monday, 26 February where water consumers will have the opportunity to hear about key…

Don’t let your festive fats become a pain in the drain this Christmas

THE water watchdog is urging everyone to make sure their festive cooking does not become a pain in the drain this Christmas by avoiding pouring fats and greases down the sink or loo. About a third of us are still unsure about what we can safely dispose of down the sink, toilet or drain, according…

Tap water in restaurants

Do pubs and restaurants have to supply free tap water? Pubs and restaurants have to supply free tap water if they serve alcohol. The Government updated rules requiring establishments to have free tap water available wherever alcohol is sold, in an attempt to combat binge drinking. You can read more about the Home Office’s guidance…

Good start for water customers but still work to be done, says watchdog

All water companies have today (2 Dec) submitted their plans to Ofwat, the water industry regulator, outlining their proposals for water prices and services from 2015 to 2020. The Consumer Council for Water (CCWater) has played an active role in groups set up to challenge each companys plan on behalf of customers. Many companies have…

Water watchdog says company is on track to deliver what customers want

THE Consumer Council for Water says Dee Valley Water has made a positive start to delivering the necessary investment its customers want at a price they find acceptable, in its five year plan for 2015 to 2020. Dee Valley Water is proposing an above inflation increase to bills each year until 2020 in the business…

Company has made a good start, says water watchdog

THE Consumer Council for Water says D?r Cymru Welsh Water is on track to deliver bill prices and investment for 2015 to 2020 that meet customers expectations. Wales largest water company is proposing a below inflation increase to bills each year until 2020 in the proposals it has today (Monday, 2 Dec) submitted to the…

Don’t lag behind this winter – get your water pipes wrapped up in their woollies

YOUNG people are among those being urged to make sure their water pipes are wrapped up in their woollies this winter. When it comes to protecting pipes from the freezing weather, people aged 24 to 35 are most at risk of not being properly prepared, according to research from the Consumer Council for Water (CCWater)….

Don’t lag behind this winter – get your water pipes wrapped up in their woollies

YOUNG people looking forward to spending their first Christmas in a new home are among those being urged to make sure their water pipes are wrapped up as well as their presents. When it comes to protecting pipes from the freezing weather, people aged 24 to 35 are most at risk of not being properly…

Water watchdog’s money saving tips offer warm comfort as winter approaches

With winter set to turn up the heat on households energy usage the Consumer Council for Water has some top money saving tips to help dilute the impact on peoples budgets. October will be a difficult month for many struggling households as they pay their latest water bill, while bracing themselves for colder weather and…

Water watchdog’s money saving tips offer warm comfort in Wales as winter approaches

With winter set to turn up the heat on households energy usage the Consumer Council for Water has some top money saving tips to help dilute the impact on peoples budgets. October will be a difficult month for many struggling households in Wales as they pay their latest water bill, while bracing themselves for colder…

Water watchdog’s money saving tips offer warm comfort as winter approaches

With winter set to turn up the heat on households energy usage the Consumer Council for Water has some top money saving tips to help dilute the impact on peoples budgets. October will be a difficult month for many struggling households as they pay their latest water bill, while bracing themselves for colder weather and…

Customer complaints come under the spotlight at water watchdog meeting

Water companies performance and complaint levels will come under the spotlight at the next meeting of the Consumer Council for Waters Northern Committee in Durham on Thursday, October 17. The watchdog will be discussing the results of its recently published annual Written Customer Complaints Report with senior representatives of the water companies which provide services…

Complaints to water companies fall for fifth successive year

But companies warned they face backlash if they fail to deliver value for money Customer complaints against water companies have fallen for the fifth year in a row but the Consumer Council for Water (CCWater) is warning the poor performers that they must close the gap with the rest of the industry. CCWater’s annual Written…

Watchdog welcomes further fall in written complaints but warns against complacency

Written complaints from customers against water companies in Wales have fallen again but the Consumer Council for Water (CCWater) says there is still much more to be done. CCWaters annual Written Customer Complaints Report has revealed written complaints against Dee Valley Water fell by more than 28 per cent, while Wales biggest water company D?r…

Public invited to attend water watchdog’s regional meeting

CUSTOMER complaints against water companies will be one of the items on the agenda at the next meeting of the Consumer Council for Waters (CCWater) Western Committee on Tuesday, 10 September. The water watchdog is keen to welcome members of the public to the meeting which will be held at 1pm in The Castle Hotel,…

Water Watchdog concerned by Thames Water’s application to increase its prices

The Consumer Council for Water (CCWater) has expressed disappointment over Thames Waters plans to increase its prices next year. The companys proposals could see the average water and sewerage bill in the Thames area increase from £354 to almost £400. The company say their application to the regulator, Ofwat, is to cover a rise in…

Water watchdog welcomes Thames Water’s additional investment

The Consumer Council for Water (CCWater) has welcomed Thames Water’s decision to invest an additional £80million into its services. But the water watchdog remains concerned over the companys claims that it may need to apply to the industry regulator Ofwat to hike its charges again next year to recover additional costs. The extra investment it…

Don’t be a victim of bogus callers

Householders are being warned to be on their guard against the threat of bogus callers. The Consumer Council for Water (CCWater) has produced a list of top tips to help stop people falling foul of distraction burglars or bogus callers. These criminals pretend to be from a utility company or another organisation to trick their…

Watchdog welcomes Wessex Water’s investment pledge

The Consumer Council for Water (CCWater) has praised the decision of Wessex Water to invest an additional £50million, at its own expense, into improving services for its customers. Wessex Water has become the latest company to respond positively to CCWaters call for water companies to share the benefits of their financial success with customers. The…

Water Watchdog welcomes Dŵr Cymru Welsh Water’s additional investment and its new Managing Director.

Diane McCrea, Wales chair for the Consumer Council for Water, has welcomed D?r Cymru Welsh Waters additional investments for the benefit of customers. CCWater has been pressing water companies to share their financial gains with customers as well as shareholders, with a great deal of success. D?r Cymru Welsh Waters not-for-profit structure means unlike other…

Water Watchdog Welcomes Yorkshire Water Announcement

The Consumer Council for Water has warmly welcomed Yorkshire Waters announcement that it plans to reinvest an £123 million of its profits. The water watchdog has been pressing water companies to share their financial success with consumers and is pleased at the positive way Yorkshire Water has responded. The company has pledged £114 million to…

Watchdog pleased by Anglian Water’s pledge over extra investment

The Consumer Council for Water (CCWater) is pleased with Anglian Waters plans to put extra investment into improving services for its customers. The water company has today (Friday) announced it is investing around an extra £70million in improving its sewer network, as well as reducing leakage and minimising the impact of future droughts on customers….

Watchdog welcomes Severn Trent’s investment pledge

THE Consumer Council for Water (CCWater) has praised Severn Trent Water for sharing the benefits of its financial success with customers. Severn Trent Water has shown it has listened to customers and the water watchdog by today (Thursday) reaffirming its pledge to invest an additional £150million in its water and sewerage networks. The extra investment…

Water Watchdog Challenges Industry on Extra Profits

AS water companies begin to publish their annual financial results United Utilities has announced that it has listened to its customers and to the industry watchdog, the Consumer Council for Water (CCWater), and will be making £200m worth of extra investment. At a time when people are concerned about value for money, water bills have…

Water Watchdog Welcomes United Utilities Announcement

THE Consumer Council for Water (CCWater) has praised the decision of United Utilities to invest an extra £200million into its water and sewerage networks. The company’s announcement has been warmly welcomed by the water watchdog which has been pressing companies across the country to share the benefits of their financial success with customers as well…

Water Watchdog Welcomes South West Water Announcement

Charles Howeson, Regional Chair of the Consumer Council for Water (CCWater), has welcomed South West Waters decision to invest some of its extra profit into improving water and sewerage networks for customers. He said: I warmly welcome South West Waters response to CCWaters encouragement to share some of its success with customers and not just…

A FEW clicks on the Consumer Council for Water’s (CCWater) water meter calculator could help prevent thousands more households from pouring money down the drain.

Water customers across England and Wales are being urged to join the thousands of households who have already used CCWaters online calculator to see whether making the switch to a water meter could add up to big savings. About 50 per cent of customers who use the calculator have been able to identify possible savings…

Public invited to attend water watchdog’s regional meeting

Water customers are being invited to attend The Consumer Council for Waters (CCWater) next meeting of its Central & Eastern Committee on Wednesday, May 15 at 1.15pm The water watchdog is keen to hear from members of the public at the meeting which will be held in the Conference Room at Cambridge Central Library, 7 Lion…

Water Watchdog in Darlington Move

Water watchdog the Consumer Council for Water has moved its Darlington base to a new office in the town. Andrea Cook, Consumer Council for Water Northern Chair, said: “We may have moved offices but we are still here to help local water customers whether they have a complaint or enquiry about their water company. “The…

Top Tips to help dilute the impact of increased water bills

Water consumers across England and Wales facing an average increase of £13 on their 2013/14 household bill could dilute the impact on their pocket by taking some top money saving tips from the Consumer Council for Water (CCWater). With bills beginning to land on customers doormats, CCWater wants to help ensure consumers are getting value…

Public invited to watchdog’s meeting with water companies

The Consumer Council for Water (CCWater) is inviting the public to the next meeting of its Northern Committee on: Wednesday 3 April 2013 From 10am to 3.15pm Malmaison Hotel, Conference Room Mal Five, 1-3 Piccadilly, Manchester M1 3AQ Topics to be discussed on the day include: how water companies are using customer feedback to inform…

Former Welsh Government Environmental Chief Appointed as New Local Consumer Advocate for the Consumer Council for Water in Wales

The voice of water consumers in Wales is set to receive a boost with the appointment of Ronnie Alexander as the Consumer Council for Waters (CCWater) new Local Consumer Advocate (LCA). A highly respected public health professional, Ronnie possesses a wealth of experience within local and central government, including more than 20 years as Chief…

Consumer Council for Water’s Bristol office has relocated

The Consumer Council for Water (CCWater) is pleased to announce that its Bristol Office has relocated to new premises within the city. Formerly based in St Philips, as of 14 March, CCWater will be located at: First Floor, Temple Quay House, 2 The Square, Bristol, BS1 6EB. CCWater’s contact number is now 01392 428028 Charles…

Press Statement: Consumer Council for Water responds to Ofwat’s water sector regulation speech

The Consumer Council for Water supports the ideas set out by the new Chairman of Ofwat, Jonson Cox, in his speech (Observations on the Regulation of the Water Sector) to the Royal Academy of Engineering. These are tough times for bill payers and water companies need to keep prices down whilst at the same time…

Water Companies should be doing more for customers

Water companies should be giving something back to their customers from higher than expected profits, says the Consumer Council for Water. As price rises are announced for the next financial year, the water industry watchdog is again calling on water companies to use the extra money to look for new ways to benefit customers. Dame…

Water Bills in Wales to rise but help is available

The Consumer Council for Water says that Water customers in Wales will see increases to their bills from April 2013. Companies should be clear about how this increase is being used to benefit customers. Dee Valley Waters water only prices will increase by £6, taking the average household (water only) bill to £150. The average…

Two New Local Chairmen Appointed To The Consumer Council For Water

Environment Minister Richard Benyon MP has today announced two new appointments to the Board of the Consumer Council for Water. In addition to being members of CCWaters Board they also become Chairs of CCWaters local Committees which represent customers in their area. Professor Bernard Crump has been appointed from 1 February 2013 and will lead…

Turn to the tap!

Water industry watchdog the Consumer Council for Water today reminded people feeling stung by bottled water prices that the tap is a cheap, safe, simple solution. CCWater was responding to newspaper reports that bottled water is one of the UKs top reasons for feeling ripped off. Chair Dame Yve Buckland said: Tap water in England…

WATER WATCHDOG WANTS TO HEAR FROM CONSUMERS AT ITS NEXT MEETING IN WREXHAM

Members of the public are invited to attend the next Welsh Committee meeting of the Consumer Council for Water (CCWater). The meeting is being held on Tuesday 22 January, from 11am to 3.30pm, at the Catrin Finch Centre, Glynd?r University, Wrexham, LL11 2AW. At the beginning of the meeting representatives from D?r Cymru Welsh Water…

Have your water pipes got their winter woollies on?

According to research up to half of us still don’t have our water pipes protected against the cold weather, and many more of us aren’t sure how to deal with things if we do have a problem. Young people aged between 24 and 35 appear to be most at risk and water watchdog, the Consumer…

Consumer Watchdog urges you to protect your business from burst pipes

Each winter businesses suffer frozen and burst pipes because they are not as prepared as they could be for exceptionally cold periods of weather. Research by the Consumer Council for Water (CCWater) indicates that only 1 in 5 owners of small and medium sized businesses are sure about the best thing to do to minimise…

WATER WATCHDOG QUIZZES COMPANIES

The Consumer Council for Water London and South Eastern Committee is inviting members of the public to its next meeting on: Thursday 18th October 2012 Starts: 10.30am Large Common Room Goodenough College Mecklenburgh Square London WC1N 2AB The water watchdog will be examining local water companies performance and questioning them on complaint handling and the…

Water companies must improve customer satisfaction with value for money

The Consumer Council for Water (CCWater) revealed today that for water and sewerage services, there is a large gap between customers satisfaction with the service they receive and its value for money. While customers are reasonably satisfied with the service they get, their satisfaction with value for money is much lower. For the first time…

Good news for Dŵr Cymru Welsh Water customers

D?r Cymru Welsh Water has announced £100m of additional investment over the next three years on a wide range of infrastructure projects across Wales, Herefordshire and Deeside. This is on top of the £1bn investment approved by the water industry regulator, Ofwat, for the period 2010-15. The Consumer Council for Water welcomes the improvements to…

Good news for Severn Trent customers

Severn Trent Water has listened to its customers and agreed to share the benefits of improved financial performance with them. Today, the water company announced it would, over the next three years, bring forward £150m worth of investment in its water and sewerage networks. The money will be spent on reducing leakage, reducing supply interruptions,…

Water customers: how much could you save?

Since the beginning of the April, over 2,500 savvy water customers in England and Wales have identified how they could make combined savings of over £250,000. With water bills on the rise and drought affecting many parts of the country, more of us are thinking hard about how we can save water and money. By…

New water bill: can you beat the increase?

Due to current high inflation, water customers can expect to see an average increase of £20 on annual water bills as they drop onto doormats across England and Wales. Dame Yve Buckland, Chair of CCWater said: It has never been more important for customers to get value for money from their water companies. By taking…

New water bill: can you beat the increase?

Due to the current high levels of inflation, water customers across Wales can expect an average increase of around £16 on last years annual water bills. Diane McCrea, Chair of the Consumer Council for Water Wales Committee said: It has never been more important for customers to get value for money from their water companies….

Inflation continues to impact on water prices in Wales

Water customers in Wales will continue to see increases to bills following an announcement today (31 January 2012) from water regulator, Ofwat, says watchdog the Consumer Council for Water in Wales. In 2009, Ofwat announced that by 2015 average water bills before inflation would reduce for D?r Cymru Welsh Water customers by £30, and increase…

Inflation continues to impact on water prices

Customers in England and Wales will be concerned to see increases to bills, following an announcement today (31 Jan 2011) from water regulator, Ofwat, says watchdog the Consumer Council for Water. In 2009, Ofwat announced that average water bills would, in real terms, remain broadly flat until 2015, but the impact of a higher than…

Public Invited to Discussion with Water Companies

The Consumer Council for Water Central and Eastern Committee is inviting members of the public to its next meeting on: Wednesday 25 January 2012 1.15pm 3.30pm, Conference Room Cambridge Central Library Cambridge CB2 3QD The water watchdog will be reviewing local water companies performance and questioning them on how they promote the services that…

Have a festive and fat free Christmas

The Consumer Council for Water has some words of warning about the dangers turkey fat could pose to your pipes this Christmas. Tipping left over fat and grease from the Christmas turkey down the kitchen sink or toilet could cause some unwelcome woes this holiday, and people might want to think twice before dumping fat,…

Good news for water customers in the South West

Consumer watchdog welcomes governments move to reduce water bills in the South West. The Chancellors autumn statement promises an average of £50 per household will come from taxpayers money to support customers of South West Water with their bills. Charles Howeson, Chair of the Consumer Council for Water Western, said: We have long argued that…

Don’t get caught out by the cold this winter

The Consumer Council for Water has issued some useful advice to help homeowners prevent household pipes from freezing, or worse, bursting during a cold snap. Cold weather can wreak havoc on water pipes but by following a few simple steps now, you can minimise risk to your home, heating and water supply when the weather…

Save hot water, save energy, save money

Consumers are being encouraged this week to think about their use of hot water in economic and environmental terms as part of the fifteenth Energy Savings Week (24-28 October). The Consumer Council for Water is urging people to think about their hot water and how they might use it more efficiently to both save money…

Water watchdog meets in Taunton

The Consumer Council for Water Western Committee is inviting members of the public to its next meeting in Taunton on Thursday 20 October where the water watchdog will be discussing complaints to the Consumer Council for Waters Western region and the organisations Complaint Handling in the Water Industry in England & Wales report. Charles Howeson,…

Complaint Handling in the Water Indsutry Wales Press Release

The Consumer Council for Water revealed today (Tuesday 20 September) that last year (2010-11) customer complaints to D?r Cymru Welsh Water Wales decreased by 17.1 per cent, halting the increases of each of the past five years. At the same time, Dee Valley Waters complaints rose for the sixth year in a row, by 24.6…

Complaint Handling in the Water Industry England press release

The Consumer Council for Water (CCWater) revealed today (20 Sept) that customer complaints to water companies in England and Wales are down, however it has also warned that some companies still have a long way to go. Figures from the 2010/11 report on Complaint Handling in the Water Industry in England and Wales show that…

Water Watchdog in Darlington Move

Water watchdog, the Consumer Council for Water is to move its local office in Darlington to a new location in the city. Andrea Cook, Consumer Council for Water Northern Chair, said: We represent local water customers and were here to help if anyone has a complaint or enquiry about their water company. The new Darlington…

Water Watchdog wants to hear from consumers at its next meeting in Cardiff

The Consumer Council for Water Wales Committee is inviting members of the public to its next meeting at the Japan Room, Wales Millennium Centre in Cardiff at 10am on Tuesday 12 July. The committee will be looking at how water companies perform to deliver good and reliable services; how they deal with customers complaints and…

Help beat bogus callers

The Consumer Council for Water is calling for consumers to be extra vigilant against distraction burglars or bogus callers, criminals who pretend to be from a utility company or other organisation to trick their way into a home and rob it. Around 30 bogus caller crimes happen in England and Wales every day, and a…

Water Watchdog Meets In London

The Consumer Council for Water London and South East Committee is inviting members of the public to its next meeting on Wednesday 11 May in London, to discuss water metering programmes in the South and South East and other current issues impacting on water consumers in the region. The Consumer Council for Water London and…

Water Watchdog Meets In Birmingham

The Consumer Council for Water Central and Eastern Committee is inviting members of the public to its next meeting on Wednesday 4 May in Birmingham, where the committee will question local water companies about the quality of their customer service. Representatives from Severn Trent Water, Anglian Water, South Staffordshire Water, Cambridge Water, Veolia Water East…

Water Watchdog in Exeter Office Move

Water watchdog, the Consumer Council for Water is to move its local office in Exeter to a new location in the city. Charles Howeson, Consumer Council for Water Western Chair, said: We represent local water customers and were here to help if anyone has a complaint or enquiry about their water company. The new Exeter…

Support is available for water bills

The due date for paying water bills is fast approaching but there is support available for those struggling to make the payments, says water watchdog the Consumer Council for Water. Customers who are unable to pay their bill should approach their water company for help as soon as possible. Making the company aware of the…

Support is available in Wales for water bills

The due date for paying water bills is fast approaching but there is support available for those struggling to make the payments, says water watchdog the Consumer Council for Water. Customers who are unable or struggling to pay their bill should inform their water company as soon as possible. Making the company aware of the…

Advice to Help Customers Cut Water Bills

Following the recent announcement of increases to water bills in England and Wales, the Consumer Council for Water has some top tips that could help some customers ensure that they are getting best value for money, and in some cases cut their annual water and sewerage charges. Although customers have been able to have a…

Advice to Help Customers in Wales Cut Their Water Bills

Following the recent announcement of increases to water bills in Wales, the Consumer Council for Water has some top tips that could help some customers ensure that they are getting best value for money, and in some cases cut their annual water and sewerage charges. Although customers have been able to have a water meter…

Water Watchdog considers companies’ plans to tackle water debt.

The Consumer Council for Water will be discussing the latest changes to customers bills and looking at how water companies work with customers in debt, when it meets in Durham on Thursday 3 March. The watchdogs Northern Committee, which represents customers of Hartlepool Water, Northumbrian Water, Yorkshire Water and United Utilities, will be questioning the…

Water Watchdog meets in Taunton

The Consumer Council for Water Western is inviting members of the public to its next meeting in Taunton on Thursday 3 February where the water watchdog will be discussing the issue of water affordability. Charles Howeson, Chair of the Consumer Council for Water Western, said: Right now one in six water customers tell us that…

Water Watchdog wants to hear from consumers at its next meeting in Caernarfon.

The Consumer Council for Water Wales Committee is inviting members of the public to its next meeting at the Galeri in Caernarfon on Tuesday 25 January. The Committee will be discussing the performance of water companies in Wales during the past year, particularly taking account of numbers of complaints. Investment to help reduce flood risk…

Water Watchdog quizzes companies on the BIG FREEZE.

The Consumer Council for Water Central and Eastern Committee is inviting members of the public to its next meeting on Wednesday 26 January in Peterborough. The water watchdog will be reviewing local water companies performance and questioning them on their preparedness for, and their ability to communicate effectively with their customers during the recent cold…

How water customers in Wales can avoid getting soaked by the cold snap

The recent cold snap which left many households high and dry with frozen water pipes could have the opposite effect as the temperature begins to rise. The Consumer Council for Water wants homeowners to know who to call if a leak, or worse, a burst pipe occurs on their property. Water expands as it gets…

How to avoid getting soaked by the cold snap

The recent cold snap which left many households high and dry with frozen water pipes could have the opposite effect as the temperature begins to rise. The Consumer Council for Water wants homeowners to know who to call if a leak, or worse, a burst pipe occurs on their property. Water expands as it gets…

Water Watchdog meets in Taunton

The Consumer Council for Water Western is inviting members of the public to its next meeting in Taunton on Wednesday 24 November where the water watchdog will be questioning water companies on their performance against a range of measures including targets for leakage, sewer flooding and customer service.1 Other issues on the agenda include a…

Look after your loo on World Toilet Day

To mark World Toilet Day (Friday 19 November), the Consumer Council for Water is calling for consumers to use their loos responsibly by not sending inappropriate items down the drain. We visit the toilet an average of 2,500 times a year and spend about three years of our life on the loo, yet often the…

Water Watchdog questions companies on leakage

During the Consumer Council for Waters next meeting in public in Leeds on Thursday 25 November, the water watchdog will be questioning companies on their performance against a range of service measures including targets for leakage. Last month the economic regulator for the water industry, Ofwat, published its service and delivery report for 2009/10. The…

Save water to save energy and money

In support of the Energy Saving Trusts Energy Saving Week (25 to 31 October) the Consumer Council for Water is encouraging consumers to take a look at where they may be able to save water, energy, and therefore money around the home. Around three quarters of a households energy use relates to heating and hot…

Save water to save energy and money

In support of the Energy Saving Trusts Energy Saving Week (25 to 31 October) the Consumer Council for Water is encouraging consumers to take a look at where they may be able to save water, energy, and therefore money around the home. Around three quarters of a households energy use relates to heating and hot…

Water Watchdog meets in Birmingham

The Consumer Council for Water Central and Eastern Committee is inviting members of the public to its next meeting on Wednesday 27 October in Birmingham, when it will question local water companies about the quality of their customer service and the number of complaints each has received over the past financial year. Representatives from Severn…

Paying more than you should for water?

Many households will now be receiving their second water bill of the year, and the Consumer Council for Water is encouraging customers to take five minutes to make sure that bills for water and sewerage services are not more than they should be. By carefully reading through your water bill, you may find ways to…

Water Watchdog wants to hear from consumers at its next meeting in Swansea.

The Consumer Council for Water Wales Committee is inviting members of the public to its next meeting at the National Waterfront Museum in Swansea on Tuesday 12 October. The committee will be looking at how water companies deal with customers complaints, and will discuss water consumer representation. In the last financial year complaints to D?r…

Water complaints rise in Wales

The Consumer Council for Water revealed today (Tuesday 21 September) that last year complaints to water companies in Wales increased for the fifth year in a row. Complaints to D?r Cymru Welsh Water rose last year by nearly six per cent, and complaints to Dee Valley Water rose by nearly 44 per cent, while on…

Drop in water complaints but still work to be done.

The Consumer Council for Water revealed today (Tuesday 21 September) that complaints to water companies in England and Wales reduced by nearly 17 per cent last year, extending the trend of declining complaints to the industry, and bringing complaint numbers down by nearly a third in the last two years. In the past, the water…

Water Watchdog meets in London

The Consumer Council for Water London and South East Committee will be meeting on Wednesday 22 September to question local water companies about the quality of their customer service and the number of complaints each has received over the past financial year. David Bland, Chair of the Consumer Council for Water London and South East,…

Water Watchdog meets in Exeter

The Consumer Council for Water Western is inviting members of the public to its next meeting in Exeter on Thursday 23 September where the committee will be asking local water companies how they plan to promote special services for vulnerable customers. Charles Howeson, Chair of the Consumer Council for Water Western, said: All water companies…

Heading back to school? Don’t forget the tap!

The Consumer Council for Water is reminding mums and dads that back to school season means more than just new school uniforms, pencil cases and rucksacks. Readying children for school also means ensuring they get enough to drink, and staying topped up with water from the tap helps avoid high sugar drinks and wont break…

Water Watchdog questions companies on resources

The Consumer Council for Water will be looking at how water companies plan to manage water resources when it meets at the National Railway Museum in York on 23 September. Andrea Cook, Chair of the Consumer Council for Waters Northern Committee, said: Consumers tell us that a safe and reliable water supply is one of…

Water Watchdog welcomes Thames Water’s ‘Super Sewer’ consultation

The Consumer Council for Water today (13 September 2010) welcomed Thames Waters decision to open up for public consultation its plans for reducing the amount of sewage spilled into the River Thames. The Consumer Council for Water has in the past repeatedly voiced concerns over the costs, benefits and affordability for customers of this so-called…

Taking care of the water in your home.

The Drinking Water Inspectorate (DWI) has recently reported that water quality in England and Wales remains at a very high standard, with 99.95 per cent of tests carried out in 2009 meeting very strict criteria. But the Consumer Council for Water wants to remind consumers of the steps they can take to ensure the quality…

Bristol Water customers will be very disappointed with decision on prices

The Consumer Council for Water today (4 August 2010) warned that the Competition Commissions final decision on how much Bristol Water can charge its customers until 2015 is well above what many customers will be willing to accept. The Competition Commission has said that Bristol Water will be able to raise prices by 15 per…

Consumer Council for Water Wales promotes water efficiency and savings at the National Eisteddfod in Ebbw Vale.

The Consumer Council for Water Wales will be sharing a stand at this years National Eisteddfod in Ebbw Vale with the two other Wales leading consumer organisations Consumer Focus Wales and Consumer Direct. Representatives of the Consumer Council for Water will be at the National Eisteddfod on 2nd, 5th & 6th August to give…

Water watchdog meets in Stratford-upon-avon.

The Consumer Council for Water Central and Eastern Committee is inviting members of the public to its next meeting on Wednesday 21 July in Stratford-upon-Avon, where it will discuss water companies special services for vulnerable customers. Representatives from Severn Trent Water, Anglian Water, South Staffordshire Water, Cambridge Water, Veolia Water East and Essex & Suffolk…

Hosepipe ban but Water Watchdog still expects high quality service

The Consumer Council for Water will be looking at how water companies plan to improve services to customers when it meets in Newcastle on Thursday 8 July. The water regulator, Ofwat, assesses a water companys customer service and can either financially reward or penalise the company, depending on how well it performs. Following pressure from…

Help someone you know stay safe from bogus callers

Distraction burglaries, or bogus caller crimes are at their peak during the summer months, and the Consumer Council for Water has some top tips and a form to help householders stay safe from bogus callers. Around 30 bogus caller crimes happen in England and Wales every day, and a number of these criminals try to…

Water watchdog wants to hear from consumers at its next meeting in Cardiff

The Consumer Council for Water Wales is inviting members of the public to its next meeting at the Millennium Centre in Cardiff on Monday 12 July. The committee will be looking at how water companies deal with customers complaints, and will discuss water quality in Wales. The Consumer Council for Water would like to hear…

Water Watchdog meets in Salisbury

The Consumer Council for Water Western is inviting members of the public to its next meeting in Salisbury on Thursday 27 May where the committee will discuss investment in drinking water quality with local water companies. One of the difficulties facing local water companies comes from the fertilisers and pesticides used by the farming industry…

Water watchdog meets in Cambridge

The Consumer Council for Water Central and Eastern Committee is inviting members of the public to its next meeting on Wednesday 28 April in Cambridge, to discuss suggestions on how the current system for setting water prices might be improved in the future to ensure customers are more involved in the process. Representatives from Severn…

Support is available for paying water bills

For many water customers, the due date for water bills is fast approaching, and the Consumer Council for Water wants customers to know that support is available for those struggling to afford water and sewerage charges. Customers who are unable to pay their bill should notify their water company as soon as possible. Making the…

Support available for paying water bills

For many water customers in Wales the due date for water bills is fast approaching, and the Consumer Council for Water wants customers to know that support is available, especially for those struggling to afford water and sewerage charges. Customers who are unable to pay their bill should get in touch with their water company…

Is someone you know missing out on the extra services provided by Northumbrian Water?

This Consumer Rights Day (Monday 15 March 2010), the Consumer Council for Water wants to be sure that Northumbrian Water customers know about, and take advantage of the free, extra services available from their water company. Recent research by the Consumer Council for Water has shown that many customers are unaware of some of the…

Is someone you know missing out on the extra services provided by Anglian Water?

This Consumer Rights Day (Monday 15 March 2010), the Consumer Council for Water wants to be sure that Anglian Water customers know about, and take advantage of the free, extra services available from their water company. Recent research by the Consumer Council for Water has shown that many customers are unaware of some of the…

Is someone you know missing out on the extra services provided by Cambridge Water?

This Consumer Rights Day (Monday 15 March 2010), the Consumer Council for Water wants to be sure that Cambridge Water customers know about, and take advantage of the free, extra services available from their water company. Recent research by the Consumer Council for Water has shown that many customers are unaware of some of the…

Customers not willing or able to pay for Tideway, says water watchdog

The Consumer Council for Water has raised serious concerns about customer acceptance and affordability of costs for the proposed Thames Tideway Tunnel. The £2 billion tunnel, which will collect overflows from London sewers, is the biggest single sewerage project since water privatisation in 1989. There is no planned public subsidy for the project so the…

‘Supersize, but is it sustainable?’ asks consumer champion

The Consumer Council for Water (CCWater) has raised serious concerns about this mornings Government decision to approve a massive £2 billion project to collect overflows from London sewers. The tunnel, to be completed by 2020, converts to just under £40 on the average water and sewerage bill across the region, to be paid by consumers…

Mixed views on Eastern’s water companies level of service, says local water watchdog

The organisation representing water and sewerage customers in the Eastern region has mixed views about the performance of water companies in the East following the publication of Ofwats report – Levels of Service for the Water Industry in England and Wales 2005-06. The Consumer Council for Water Eastern (CCWater Eastern) is pleased that the water…

Guidance plan for water consumers to help with next batch of bills

The Consumer Council for Water South West is providing customers with advice as bills for those on a meter start to arrive on door mats. The water watchdog is giving local customers guidance about what they need to do if their bills contains any nasty surprises, such as it being excessively higher than they expected,…

Rise in consumer debt calls for swift action, says local water watchdog

Figures published today show that in 2005/06 water customers in England and Wales owed £491 million of debt that was more than 12 months old, an increase of 6.5% on the £461 million in 2004-05. Given this growing problem, the Consumer Council for Water Northumbria is urging water customers who are struggling to pay their…

‘Firm and flexible’ is the way forward on reducing water debt

Water companies show signs of improvement but the industry and other agencies need to work hard to get consumer debt under control, the water champion for England and Wales said today (Friday). Figures published today by Ofwat show that in 2005-06 the industry billed just under £6 billion to its household customers. By the end…

Folkestone and Dover Water lifts hosepipe ban – but still ripples of uncertainty over future resources in South East

The Consumer Council for Water Southern (CCWater Southern) has welcomed Folkestone and Dover Waters decision that the time is right to lift the hosepipe ban in the area. It is the first water company to lift restrictions in 2006. Consumer Council for Water Southern Chairman Richard Sturt, said: Consumers have done well in abiding by…

Water consumers paid more and got less, new report suggests

The champion for water consumers in England and Wales today urged water companies to get back on track in giving consumers what they have paid for. The water industry spent £3.4bn in 2005-06, compared to the £4.3bn expected by Ofwat, the financial regulator. Bill rises last year, averaging 12%, were meant to meet the costs…

Mixed blessings on water companies’ leakage and water efficiency performance

Mixed blessings on water companies leakage and water efficiency performance Water consumers in Essex and Suffolk will benefit from improved performance by their water company on security of water supply. According to Ofwats new report on security of supply leakage and water efficiency, Essex and Suffolk Water has moved from a position of significant deficit…

New water consumer champion ready to be ‘vocal and visible’

The new independent consumer body – Consumer Council for Water (CCWater) – has started work for water consumers in Wales and England. CCWater will build on the service previously provided by WaterVoice Wales. The new organisation will have extra duties and more power than its predecessor, which represented consumers from within the regulatory structure of…

New water consumer champion ready to be ‘vocal and visible’

The Consumer Council for Water (CCWater) started work today for water consumers in England and Wales. CCWater will build on the service previously provided by WaterVoice. The new organisation will have extra duties and more power than its predecessor, which represented consumers from within the regulatory structure of Ofwat. Andrea Cook OBE, Chair of CCWater…

New water consumer champion ready to be ‘vocal and visible’

The Consumer Council for Water (CCWater) started work today for water consumers in the Wessex region as well as those living in the rest of England and Wales. CCWater will build on the service previously provided by WaterVoice. The new organisation will have extra duties and more power than its predecessor, which represented consumers…