CCW Avis 

I struggled with Thames Water for almost a year over a billing dispute. Every time I called them, they opened a new ticket and told me they would look into it, but nothing ever actually got resolved. At one point they sent me a bill of around £2,400, which made no sense at all. Every call I made took 30 to 60 minutes of my time, and each time they asked for something different or gave a different explanation. After a lot of back and forth, they did bring the bill down somewhat, but by that point I was completely worn out. I still disputed the final amount and explained clearly, with evidence, why I believed it was wrong. Their response was that this was their final decision and it would not change.

That is when I came across CCW. I contacted them not really expecting much, and all they asked me to do was send a summary of my situation by email. It was that simple. They opened a case and told me they would keep me updated.

My case was handled by Angie Humphries, and I honestly could not have asked for better support. Not long after she took over, I got a message from Thames Water saying around £55 would be credited to my account. I did not expect that at all. Then I received an email from Angie confirming what had happened, and I was genuinely relieved and happy. After almost a year of getting nowhere despite being clearly in the right, she had managed to get Thames Water to actually take my complaint seriously. On top of that, she secured a further £20 goodwill payment for me, and my case was closed as successfully resolved.

I also asked Angie at one point to make sure my credit score would not be affected while the dispute was ongoing, and she contacted Thames Water about this too and sorted it out without hesitation.

I want to say a genuine thank you to Angie Humphries and everyone at CCW who worked on my case. If you are stuck in a dispute with Thames Water and getting nowhere, do not waste months of your time like I did. Go to CCW and let them fight your corner for you. It made all the difference for me.

Totally useless waited months just to be fobbed off just to be told to contact SWW again.
SWW have lied to me for over 2 years for my many requests to have a water meter fitted.
I am paying hundreds of pounds more than my next neighbour who is on a water meter fitted.
I am also convinced CCW are a part of south west water

I wasted a year with CCW after Southern Water told my tenant that she had a leak at her home and instructed her to employ a private plumber to find and fix the leak. It transpired that a meter served several properties and there was no leak. CCW decided that Southern Water acted properly!
If CCW does not have any power, they are somewhat pointless.

CCW were very helpful is sorting out my billing issue with Thames Water. After months of long telephone calls and emails with Thames Water I was getting nowhere. My CCW contact Olayinka took over the case and Thames Water have now (July 2026) started to use the meter they installed in January 2022 to calculate my water bill. Not only am I now charged for the water services actually used (Instead of an RV guesstimate), I received a refund for the over charging since April 2022. Big thank you to Olayinka and CCW.

Really helpful and supportive. Acted well and assertively on my behalf. Managed to gain better compensation than I had negotiated. It’s a shame that they can’t force water companies to comply.

Although my complaint was not ultimately resolved in my favour, I cannot fault the professionalism, impartiality and diligence shown by Angie Humphries throughout the investigation. She took the time to understand the issues, communicated clearly throughout, and ensured my concerns were properly put to the water company. Even where the outcome was disappointing, I always felt my complaint had been treated fairly and respectfully. Thank you, Angie, for your assistance.

Pointless and incompetent
I raised a very serious complaint direct to the CEO who failed to even respond, following water company failure to return my money on account and harassment for monies that the CEO of the water company eventually advised were not ever due .And the account was in credit. CCW did not even consider this wrong despite the law OFWAT and Select committee guidelines findings . So still money not returned. The contempt it had for me was plain and I am a pensioner and disabled customer CCW is in my view not fit for purpose and should be closed with immediate effect. Who does it serve?

Handled our complaint with Everflow Water Services in a professional manner and we were kept updated with the steps taken at all times.

CCW helped me with an ongoing Thames Water claim. Though to took close to 5 months to be resolved, I had a great interaction with Arden Ennis. He was responsive, exaplained why there were delays and followed up with calls to ensure he had all of the right information on my claim. Overall, the thames water complaint had to be escalated to CCW after receiving a bill out of the blue much higher than I expected. CCW helped intervene and my bill was reduced by almost 50%. Thank you Arden!

After many frustrating back-and-forth exchanges with Thames Water, and feeling completely ripped off, I had no choice but to contact CCW.

Although my case took a little while due to the high volume of people needing CCW to mediate issues with Thames Water, I was fortunate enough to have Baba handle my case.

Baba was professional, courteous, patient, and clearly an expert in his field. He immediately put me at ease, eased my anxiety, and resolved everything efficiently and professionally.

He worked hard to achieve the best possible outcome for me, and I couldn’t be more grateful for his support and dedication.

Thank you, Baba, and thank you to CCW for providing such an excellent service.

Ola from CCW was able to fully resolve the ongoing complaint and issues with thames water. Ola’s communication and advice was clear and ultimately was able to resolve my complaint with thames water. Thank you CCW, I was hitting a dead end until you intervened and provided the clear solution.

I had a very complicated and long-running issue with my water account which had been going on for several years. Dave at CCW was extremely helpful throughout and continued to pursue the matter with Business Stream and Yorkshire Water on my behalf.
There was a lot of back and forth involved, but Dave took the time to understand the situation, kept me updated and continued challenging the companies involved until we finally reached a resolution I was happy to accept.
One thing I would recommend to anyone dealing with a complicated issue like mine is to provide as much clear evidence as possible. I made a video showing the property and explaining the water supply situation, which I believe really helped demonstrate what I had been trying to explain for so long. If your complaint involves something that is difficult to explain in emails or photographs, providing video evidence may be worth considering.
After dealing with this for so long, it was a huge relief to finally get the matter sorted. I really appreciated Dave's patience, persistence and friendly approach throughout the process. Excellent service and a genuine five stars from me.

I cannot thank the Consumer Council for Water (CCW) enough, and specifically my incredible caseworker, Angie Humphries. After facing a dreadful raw sewage emergency that flooded my patio and lawn, I was left out of pocket by £504.00 for hiring an emergency independent drainage contractor (Dalrod). The blockage was located 20 to 25 meters deep inside the public lateral sewer network, well outside my property boundary. Despite clear engineering proof, Anglian Water acted like corporate bullies. They rudely rejected my initial complaints, gave me contradictory advice, and flatly refused a refund.Being in my 60's, dealing with several health issues, and registered on the Priority Services Register, this caused my wife and me severe distress. When I turned to CCW, Angie stepped in like an absolute rock. She showed immense empathy, listened to my concerns, and treated me with the utmost dignity. She took my physical evidence, launched a formal investigation, and firmly pinned Anglian Water into a corner with strict deadlines. Thanks to Angie's brilliant and meticulous work, Anglian Water completely surrendered. They have now backed down and agreed to reimburse the full £504.00, provided a £70.00 customer service gesture of goodwill, credited my water meter account for the outside tap usage, and are sending a team to sterilise my property. Giant utility corporations think they can ignore vulnerable citizens, but Angie and the CCW proved that they can be beaten. Angie was over the moon for us, and we are incredibly grateful for this life-changing victory. Thank you, CCW, and thank you, Angie!

A swift response to my complaint, and actually lodged the complaint formally with Suffolk & Essex Water for me. This really got things moving with the water company. I was given a timeline in which the matter would be resolved. I informed CCW of this & they responded & said if it’s not resolved let them know & they would take it further still. Things were settled to our satisfaction and I informed CCW of this.
Without CCW I’m sure I would have still been battling it out with the water company. Excellent service from CCW. THANK YOU.

Slow response to allocate a case member to get some redress from Thames Water for me.
Then I feel CCW didnt fight my case considering what I went through due to poor communication and poor incompetent customer service from Thames Water.
I don't feel CCW appreciated this and it appears CCW have no teeth when it comes to getting redress for the customer.

Angie has been outstanding throughout what has been a very long and complex complaint. From the outset she took the time to understand the issues, kept me informed at every stage and consistently challenged Severn Trent Water where she felt further explanation or clarification was required.
Although the outcome was not ultimately in my favour, that was due to Severn Trent Water maintaining its position rather than any lack of effort from Angie. She was professional, impartial, persistent and genuinely committed to trying to obtain meaningful answers on my behalf.
I always felt listened to, my concerns were taken seriously and communication was excellent throughout. Angie went above and beyond what I expected and I wouldn't hesitate to recommend CCW to anyone needing assistance with a water company complaint.
Thank you, Angie, for all your hard work and dedication.

Words cannot describe how badly we have been treated by Thames Water. After many months of trying to negotiate with various members of their staff, missed follow up calls etc etc., we asked CWC to take on our case.
While the actual level of compensation offered by Thames Water is still a miserable amount (over two years of charging us the wrong amount), CWC’s involvement did get us another goodwill payment.
While Thames Water staff were largely totally unhelpful to us, CWC were friendly, sympathetic and keen to try and get the best result possible.
We are extremely grateful for their assistance.

I am very pleased with CCW helping me with my problem with Yorkshire Water. Ola was extremely helpful and helped me with the situation I was facing.
Thanks so much Ola

Olayinka Sokunbi solved my complaint promptly and got me the outcome that i was entitled to. thames water erroneously added missed payment markers to my credit file and when i tried to get it resolved they wouldn’t listen. i escalated this to the CCW and olayinka helped me get this resolved quickly. i am very grateful for her support and for her updates over the phone. great service 10/10.

Had a meter installed recently, thought i'd use their calculator to work out my metered usage and see how it might compare to others useage.
Except there isnt one.
I wouldn't have complained but this website comes near top of every search i made on google.
Useless.