WaterVoice – April 2020

CCW’s online research community – WaterVoice – was launched in 2020 to help us keep our finger on the pulse of water consumers’ views. The reports summarise the views of people in this community. It is made up of hundreds of water bill payers from across England and Wales whose views we regularly seek on issues relating to the water industry and the work of CCW itself.

This page features some of the findings to emerge from WaterVoice which provide a flavour of customers’ views that may be of particular interest to other water sector stakeholders. Although the community’s views may not be entirely representative of the wider public, it does provide valuable insights that can complement the statistically robust programme of consumer research we carry out every year.

All of these findings help us to deepen our understanding of consumers’ views and priorities and ensure we’re focusing on the issues that matter most to the people we represent.

These tasks spanned from 9 March to 15 April 2020, and consisted of:

Ask your water company a question – in advance of the planned public meeting on 19th March (which was subsequently cancelled due to COVID-19), members served by water companies in London and the South East were given the opportunity to ask their water company a question on the theme of resilience and water supplies.

Communicating CCW’s role – this task gathered members’ feedback on CCW’s graphic which presents CCW’s role and what it does.

Help us to shape innovation in water – members were asked for views on innovation in the water sector, and reactions to Ofwat’s proposed innovation fund.