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If you remain unhappy even after you’ve sought help from CCWater directly, you should go through CCWater’s complaints procedure. We provide letters and leaflets in large print, braile and other languages. We can print these for you.

S27G Power to publish information and advice about consumer matters – (subject to certain conditions) gives CCW the power to publish advice or information about consumers’ matters or consumers’ views where it would promote the interests of consumers. Water and sewerage companies in England and Wales provide services to millions of homes and businesses every day. Sometimes things can go wrong with these services, leaving consumers disappointed or angry. You have the right to complain if:

In 2022, trust in water companies fell to 7.21 – down from 7.33 in 2021 – to reach its lowest score since monitoring began. 3 Satisfaction with aspects of the sewerage service ranged from 74% – 53%. There was a decrease in satisfaction with minimising sewer flooding (from 64% in 2021 to 61%).

of people agreed that their water company cares about the services that they provide – which is higher than 63% in 2021, but not a significant change. About 50 per cent of customers who use the calculator have been able to identify possible savings from making the switch to a meter. We do not generally deal with individual consumer complaints or enquiries about water companies. There are a small number of complaints we do deal with. In recent years, broadly speaking, the trends in customer views and preferences have been relatively flat. Although levels of satisfaction have been high in some areas, this year’s data suggests that people are becoming more negative – evidenced, in part, by the shift in ‘very’ satisfied customers to ‘fairly’ satisfied customers. Within this context, there has been an increase in both the number of people with affordability concerns and those whose finances have worsened over the previous 12 months. In the event that the matter is frustratingly still not resolved, you have the right to complain to the Consumer Council for Water (CCWater), which is independent from your water and sewerage company.

The scale of this challenge was highlighted in a recent report which revealed the amount owed to water companies in unpaid bills has risen by 17 per cent since 2010 2. Question is rated on a scale from 1 to 10, where 1 is ‘do not trust them at all’ to 10 ‘completely trust them’. The figure reported here is an average of all trust scores. Water customers across England and Wales are being urged to join the thousands of households who have already used CCWater’s online calculator to see whether making the switch to a water meter could add up to big savings. CCW’s primary functions are to provide advice and represent consumers on water matters and to investigate and handle complaints made against licensed water suppliers or companies. CCW has duties to represent the interests of consumers, both domestic and business, of licensed water suppliers in the new competition regime that came into operation on 1 December 2005, as well as the interests of consumers of water and sewerage companies. Although levels of satisfaction are high in some areas, there is evidence to suggest that satisfied customers are generally becoming ‘less satisfied’ across the board. We explore this in more detail later in the report. Key highlights 2