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Relay UK - if you can't hear or speak on the phone, you can type what you want to say: 18001 then 0300 061 4298 In general, at an industry level and looking at several different results, the number of customers who are ‘very’ satisfied with certain individual aspects of their water or sewerage services has fallen, while those that are only ‘fairly’ satisfied has increased. We may formally investigate your complaint if your water company did not resolve it though its procedures. We may find that what your water company did was correct. It may have acted in line with regulatory requirements. We will explain this to you if that is the case. How you can complain It’s been a difficult time for many households in recent years. People’s personal finances have been affected by a volatile economy, the impact of a pandemic and the soaring cost of living – including eye-watering energy costs.

S66 The development of market codes, and some charging issues in the lead up to competition widening out to all non-household customers; If you're not happy with the way CCWater or OFWAT has dealt with your complaint, you can ask your MP to refer the matter to the Parliamentary and Health Ombudsman. Satisfaction with different aspects of water supply ranges from 95% – 65%. Customers’ views on colour and appearance of tap water, hardness/softness and water pressure, has improved since 2021. However, satisfaction with the reliability of water supply has decreased, but retains the highest rating of all aspects of this service. You must have referred your complaint to CCWater before you can apply to WATRS and will need notification from CCWater before your complaint is eligible to be dealt with through WATRS.

How we can help

Satisfaction with value for money remained at 75% for water and increased from 76% to 78% for sewerage services. S27H Provision of information to the Council – (subject to certain conditions) provides for CCW to request information from the Authority, undertakers or licensed water suppliers. If you have a problem with your water or wastewater services, first you will need to follow your water company’s complaints procedure. If your complaint is still unresolved, the Consumer Council for Water should be able to advise. S29 Consumer complaints – provides for CCW to deal with complaints about the services provided by an undertaker or licensed water supplier.

Companies will need to make sure they get the right support mechanisms in place for all customers and this will include targeting information and communications. Support and assistance for customers

Ofwat’s procedure and timeframe for dealing with disputes

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. These figures show that all sections of the population and ethnic groups are experiencing this increase in pressure on their finances. People who felt that their finances had got worse were nearly twice as likely to feel that their charges were unaffordable. Companies will need to continue to improve how they engage with their customers as financial situations worsen. They will need to focus on improving the awareness of financial assistance, including targeting their communications, where necessary. In addition, they should continue to deliver our recommendations and identify new ways to enhance support and increase the uptake of this assistance. In this report, we highlight the main changes so that companies can ask themselves whether they are targeting the right information to the right people. We would like the companies to come together to share their own experiences, especially their best practices, so that the industry as a whole can improve and nobody is left without support.