CCW Avis 

I found all the staff I contacted to be professional, polite, empathic and efficient. I had the most contact with my caseworker Jon Hood and he offered excellent advice while remaining unbiased as required by his role. I was contacted within the required timescales and given advice about the process. I recommend this organisation to anyone who has hit a brick wall with their water company as I did with United Utilities.

Do not feel that they truly work in the interests of the consumer but just a feel good organisation to satisfy the customer but clearly pander to the Water Companies.

Thames Water declared a leak on a shared pipe for multiple properties on our road. We were the first property on the supply line. TW bullied and harassed us sending several letters accusing us of having the leak on our property and they would need to dig up our entire property for investigative works. The letters from TW were constantly threatening to take us to court or blame us for a leak on our property which they could show no justification for. We paid over £800 for a specialist report to show that the leak was not on our property and they would still not leave us alone. I referred the complaint to CCW (David McConn) who was absolutely amazing. CCW then spoke to TW directly and did all the chasing. It did take time but in the end TW did reimburse us for the cost of the report which is all we wanted.No apology for the blame, harassment and threats though! Although they did admit they had wrongly advise the leak was on our property. Thank you CCW.

Helped me out massively. Thank you. Service was great, quick response and very organized.

You re just filthy partial on side of stock market affinity water and squared org. Pretending to care but the actions show exactly what you re made of. And what you re made of you and ombudsmen is filthy obscene sadistic partiality. You ve omitted all points important to complain to cover up both companies. That s filthy. You wasted my time like they ve wasted years of my life with their problems eating me alive: you re Satan s rule, nothing more nothing less.

The CCW is a sham! Over a year and all they did was take South West Water at their word - even when presented with evidence to the contrary. As for the "Independent Adjudication", there's no such thing. It's just the same complicit employees enabling their masters to lie and cheat with impunity.

Please don't bother with your bogus email address response. I know it'll be just more of the same!

CCW ref: 240907-000021

I submitted my complaint at the beginning of September 2024 and was finally contacted mid January 2025 by telephone. I was asked to describe the complaint and received an email summary of the complaint on the 20th January 2025 containing two inaccurate points which I responded to immediately by email. I received no acknowledgement or response to that email.

I have now received an outcome email in which it is clear that the two inaccuracies remained in the correspondence sent by CCW to Yorkshire Water. The response from Yorkshire Water also includes factually inaccurate claims. Nonetheless despite the inaccurate presentation of the complaint by the CCW and similar falsehoods presented in YW response the case has been closed.

I feel very let down and disappointed by the sloppy intervention of CCW.

The outcome of my complaint, made the whole lengthy process a waste of everyone’s time. It took seven months for Severn Trent to finalise the sham with them refusing to accept any responsibility whatsoever for what occurred. They were blatantly responsible and their behaviour was arrogant and disgraceful. They have no respect or consideration for their customers. My advice to anyone thinking of involving CCW, is DON’T!! I don’t know who funds CCW, but it wouldn’t surprise me if it isn’t the water companies. CCW’s hands are tied.

I had raised a complaint with United Utilities after applying for a water meter in 2012 and was told a meter could not be fitted. No other options were offered to me at the time.

In late 2024 I was informed about a single person allowance and that I should have been offered this.

I then wrote to UU saying I had been overcharged by £000;s since 2012 requesting a refund for the overcharges I had been paying. UU disputed the claim after an internal escalation.

I then contacted CCW explaining what had happened. Angie Humphries (CCW) contacted me and represented and challenged United Utilities on my behalf.

Angie has done an amazing job aided by her professionalism and articulated and searching questions she posed to UU which resulted in a great outcome for the customer.

Angie's determination and effort resulted in an extremely favourable outcome resulting in an increase of an initial offer of £325:00 to £4,025:00 which is quite significant.

This review demonstrates the great work by CCW in representing an individual against a huge organisation in an unregulated sector. It's like a David and Goliath scenario,

Well done to both Angie and CCW, we customers need you.

I first heard of the CCW via Thames Water who I complained about and had to go through two internal "whitewashes" before being referred to the CCW {I'd have preferred to go straight to the Small Claims Court for the £3,640 wrongful overcharging but decided to follow this recommendation}

I first contacted CCW online on 30 Sept and my case was replied to in just a week . When I consider how inundated they are with cases from water companies I was beyond impressed, and remained so until our last call on 17 February 2025.

Sadly they don't have the legal power to compel water companies to rectify their incompetence, they really should have, but they fully upheld my complaint, the errors, contradictions and inconsistences {i.e outright lies and gaslighting in my opinion} of Thames Water and recommended they refund me.

So, even though I am now taking legal actio, I simply can't fault the CCW and their efforts to avoid legal action, and their assessment will strengthen my case in court

Special thanks to Baba and Mahbooba who dealt with me so graciously, were so kind and efficient in what I know are trying and over stretched times for them as they're over ridden with cases, but that never came across in my emails and calls with them.

I would highly recommend the CCW to anyone taking on the water companies because, though they can't compel companies now, I hope they soon will be, to allow court time to be relieved of this burden.

Good response to my issues but your much needed help could be given due to my complaint not being far enough progressed despite it being already 2 years ago.

The two Water Companies have been dilatory and I was hoping you could facilitate a solution.

Absolute rubbish £3000 water bill estimate for a 2 bed bungalow with no bath or swimming pool.

They managed to resolve the issue I had with Thames Water, unfortunately the compensation wasn’t much hence the 4 stars

I have always been very supportive of CCW. I feel that they do their best but are fighting my water company, who are being unhelpful and aggressive

Totally Rubbish service don’t have the legal grounds to even overturn anything
Wouldn’t waste my time And staff are rude

CCW was more interested in supporting South West Water and could give not a fig for my family as a customer. After reading CCW reply nothing has changed CCW are all for keeping sweet with both Government and South West Water. CCW should be disbanned they do not support the public water customers!!!

Southern Water ( another totally useless organisation ) have increased my water bill by 33%.
I do understand that, due to the perverse way in which the water companies operate, they are allowed to hide behind OFWAT ..who, in cahoots with the companies that they are supposed to regulate, allow them to rob customers blind.
But..a further perversity - OFWAT do not allow the public to complain to them ( for fear of being held accountable )
Instead, customers are directed to the CCW...
..And, guess what?...we are not allowed to complain to them either..well, not about pricing anyway.
So... ...Southern Water ...who pay their CEO about 4 x the pay of the prime minister..plus a mega bonus...for polluting our rivers and the sea...are given the green light to hike their prices by 33%...OFWAT...could not care less..and neither can the clowns at CCW.
Literally, you could not make it up.
If only we had a Donald Trump to sort this racket out.

Nothing was done in regards to helping me with the incorrect increase from thames water

Took 3 months of chasing before the paperwork was passed through to a caseworker, this was after they had returned it back to me. Still waiting for written confirmation of what action has been taken despite chasing over the last 10 days. Emails go unanswered.

This organisation costs bill payers more than £6 million every year for no purpose other than to justify its CEO’s salary and continue the legacy of mismanagement and ineptitude started by privatisation more than 30 years ago. It’s time DEFRA gave a rethink to the water industry and this organisation in particular; it has no power or authority other than a talking shop.