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The recent rise in the financial pressures on households means it is important to make information available to people. This year saw an improvement in the direction of the CE trend, which is positive. Until this year, the trend in the customer engagement score was downward but now both the 9-year and 5-year trends are flat. This is because, in 2022, there were large increases in the CE score in both England and Wales. The trends for trust in England and Wales are upwards over the long term but flat or downwards over the last five years. Relay UK - if you can't hear or speak on the phone, you can type what you want to say: 18001 then 0121 625 1422 If you’re unhappy with how CCW managed your complaint, you can ask your CCW caseworker, or their manager, to arrange a formal review of your complaint. Help with getting in touch Explanation of the process that has been followed to resolve the dispute (for example, has CCWater or WATRS been involved?)

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. We can also be reached on 0121 644 7500. We will always ask you to put your complaint in writing, unless there are exceptional circumstances.

How to complain to us

If you wish to refer a dispute to us for determination you should submit your complaint via our online form or send a hard copy to: CCW has the following specific powers, duties and powers under the Water Industry Act 1991 (as amended by the Water Act 2003):

All water companies provide support and financial assistance to customers who are struggling to pay their bills. We want to help the industry understand where to focus its attention to meet the challenges that people are facing. Companies have been working to improve this financial assistance. We calculate our CE score by following the Principal Components Analysis methodology, which creates a single score from a combination of the following measures, each with the underlying theme of engagement: S43 Incumbents exiting the non-household retail market – the development of Regulations and depending on the final Regulations, possibly separately by companies when they apply to exit;

First talk to your water company or retailer

For households Explore our advice on any kind of residential water supply or sewage issue For households submenu toggle Companies should promote schemes widely, in accessible language and formats. They also need to reduce the effort needed to apply for social tariffs. For example, customers may find it difficult to print off or complete pdf forms. In 2022, 53% said their household finances had worsened over the last year, which was an increase from 2021 (34%). Only 36% felt their finances were unchanged, which was fewer than last year (58%). S29 Consumer complaints – provides for CCW to deal with complaints about the services provided by an undertaker or licensed water supplier. 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.

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%).S27B Co-operation between Council and other authorities – requires CCW to agree a memorandum of understanding with the Authority (Ofwat), the Secretary of State (Defra and DWI) and the Welsh Government.

S29A Power of Council to investigate other matters – gives CCW the power to investigate any matter which appears to it to be a matter relating to the interests of consumers. S38B Publication of statistical information about complaints: (water) – requires CCW to publish statistical information relating to complaints received by undertakers, licensed water suppliers and regulators about water services.We provide letters and leaflets in large print, braile and other languages. We can print these for you.