CCW Avis 

Imogen from the CCW has been amazing in helping us with the water company water Plus. After months of going back and forth with their complaints department, we finally contacted the CCW and Imogen helped resolve our main issue with water plus. She kept us informed each step of the way and showed kindest and understanding throughout the whole process. Which we really appreciate. She also was super efficient in getting back to us and answering any questions we had. Thank you!

Over the course of 6 months Thames Water attempted to repair a single leak of a neighbouring property that went round in circles preventing access to my garage, digging up the same hole several times and then not reinstating things correctly on private land. This was referred to CCW who made contact on my behalf using expertise surrounding the legal obligations and framework that Thames Water were required to use.

This has resulted in rectification of a number of issues (too many to list here) and compensation to cover expenses incurred to repair things properly. Through out the process, CCW have kept me informed of the steps that they were taking to ensure a resolution by Thames Water. Shahzaib, my caseworker was thorough and helpful throughout the process.

I was kept informed at each stage of my complaint, got some compensation from Thames Water and received clear explanations from the CCW of how things were moving forward. I appreciated how the CCW made it clear that everything is evidence based. If you have photographic evidence etc you have a chance. If not, and it it just your word against theirs, you won't have a case. Obvious but needs repeating. Nick Smith kept me informed and worked hard to resolve my issue. It was great to know that there were capable people on my side.

Jon, who handled my case and works with vulnerable customers, was outstanding from start to finish. He didn’t just resolve the immediate problems with Anglian Water — he actively pushed for long-term improvements, including better staff training going forward so the same issues don’t happen to other customers. That level of care and accountability is rare.

Thanks to Jon’s work, he secured over £700 compensation for me, which made a huge difference. More importantly, he was consistently kind, professional and easy to work with. He always dealt with things promptly and kept me updated, even when there wasn’t a major development — I was never left wondering what was happening with my case.

I felt listened to, supported, and taken seriously throughout the entire process. CCW should be proud to have someone like Jon representing them.

We used CCW to assist us with a dispute with Anglian Water. Anglian Water put in writing that my elderly mother would benefit from a surface water discount (this is something you have to apply for since the company actually charges all households for rain that falls on the surface of your property arguing it will eventually enter their sewers and need treatment). However despite communicating with me on my email, they rescinded that offer via an email to my late father who had passed away a year earlier. This caused my mother to go overdrawn (since we hardly can access his emails). I informed Anglian Water in plenty of time but they ignored us even though later after an investigation they awarded the same credit for the discount anyway.

There was a limit to what CCW could do and can do, however we can leave a review based upon experience and experience is generally linked to an individual representing the organisation. We dealt with Mr Wazir. He was(is) highly attentive to detail (an excellent trait) and composes effective arguments that made Anglian Water pay attention. Of course we didn't really achieve much as our Governments (perhaps we need a new party?) do not give CCW the powers that an individual such as Mr Wazir would otherwise have put to great use in defending the public from the arrogance of the water companies. But we enjoyed Mr Wazir's conversations and reading his emails he sent to Anglian Water on our behalf. An excellent job!

I would like to sincerely thank the Consumer Council for Water (CCW), and in particular our caseworker, Olayinka, for the support provided throughout what has been a long and complex case.

From the beginning, the communication was clear, respectful and professional. Olayinka took the time to listen carefully, understand the background of our concerns, and ensure that the case was handled fairly and with empathy. Throughout the process she remained approachable, friendly and highly professional, and it was clear she genuinely wanted to help us reach the best possible outcome within CCW’s remit.

Although the case ultimately reached deadlock and now moves to the next stage, we felt supported and treated with courtesy at every point. We especially appreciated the extra effort made to try and secure further progress before the matter concluded.

We are very grateful for the time, care and professionalism shown, and we would happily acknowledge the value of the service CCW provides to customers navigating difficult situations.

Thank you again for your help.

I found CCW having made an initial complaint to Yorkshire Water about the way they had dealt with and issue relating to my mothers property. The complaint was handle professionally throughout and the process was very simple to follow having discuss it with an advisor. The matter was resolved to my satisfaction which I never thought would be the case before CCW got involved

Complete and utter waste of time. Only make excuses for the water companies, have no teeth and seemingly unable or unwilling to take any action. Do not write to you or follow up with any conclusions or next steps. Useless.

I am the treasurer of a very small cricket club in Cheshire. It is a rustic setting which functions as a village green, much loved by dog walkers, unfortunately. The first we heard of Water Plus was a threatening letter from bailiffs demanding payment of a bill we had not received for wastewater. Given that our premises consist of a large area of grass and a pavilion with a septic tank, I refused to pay. That was four years ago. Things escalated and bills mounted but this week after the intervention of CCW I have received credit notes totalling nearly £2,000 and our account is in credit. Many thanks to Imogen Marooney for sorting this out.

would like to express my sincere appreciation to Mr Philip Edwards for the outstanding support provided in handling my case against Anglian Water.
From the very beginning, Mr Edwards was professional, impartial and extremely thorough. He carefully reviewed all the details of my complaint and ensured that my concerns were fully understood and fairly assessed. Thanks to his intervention, the matter was resolved in my favour, with a clear and justified outcome.
What really stood out was his transparency, clear communication and commitment to protecting consumers. Throughout the process, I felt supported and confident that my case was being handled with integrity and competence.
I highly recommend CCW and, in particular, Mr Philip Edwards, to anyone who needs assistance with water service disputes. An excellent example of how consumer advocacy should work.

Baba provided a friendly and caring service, trying to understand in depth the problem I had with Thames Water and supporting me in each step till resolution. His kindness and professionalism it’s a real gem. Very satisfied about the service he provided

We had a little bit of a wait to be connected to a CCW case worker but once we had one he has been absolutely fantastic, extremely polite, professional and helpful. Philip helped us to achieve our desired resolution with Severn Trent Water and advocated extremely well on our behalf with persistence and dedication.

CCW were calm, professional, and genuinely helpful throughout my complaint with Thames Water. After months of going in circles directly with the company, CCW stepped in, reviewed the full timeline, and dealt with Thames Water on my behalf. They communicated clearly, set realistic expectations, and achieved a fair outcome — a reduced and more reasonable payment plan. No drama, no posturing, just competent consumer advocacy. A reassuring example of how an independent body should operate.

Having a dreadful experience with Norhumbrian Water, which had gone on for months until I reached out to CCW to aid me with my complaint. Have been working with Philip Edwards Support Team Adviserfor a few weeks, who promptly contacted Northumbria Water on my behalf, after patiently listening to my issues. I have a disability and felt this was also taken into account and I was treated very respectfully. The issues were presented to NWL, who for the first time promptly responded in detail and a quick resolution was offered, resolving the issues I had faced. Philip from CCW was so polite, friendly, I felt listened to and supported for the first time which made all the difference. Can't thank him enough, for his and CCW's support.

I have been Battling back and forth for 2 years for our clearly most entitled compensation payment from Severn Trent water due to chaos myself and my family have been through regarding STW waste pipeline. After not getting much luck myself I than contacted CCW and my case was handled by Mrs Deborah Ford, for 1 year Deborah tried her best to liaise and get a reasonable agreement with Severn Trent but they were being very difficult to deal with and was refusing to accept fault and refusing to compensate me for my loses after all of the concrete evidence was provided to them. Deborah was amazing I wholeheartedly appreciate everything Deborah did for me. After not getting much of a positive response from Severn Trent my case was elevated to ADR Expert Advisor ( Mrs Candice Billing ). Candice had a read through the documentation I provided with my supporting evidence and Candice insisted to try liaise with Severn Trent water one final time I personally thought Candice is wasting her time and she wouldn’t be able to negotiate with Severn Trent to reach a agreement but after 3 weeks of waiting I was shocked to receive the amazing news from Candice that Severn Trent have FINALLY accepted to compensate for my losses incurred on me and Severn Trent offered an additional £120 good will gesture. I can’t believe how in such a short period time Candice was able to achieve such an amazing outcome in my case i can not Thank Candice enough for her amazing work Candice professionalism is at its highest peak and it’s unmatchable . I actually lost faith on achieving a positive outcome in my case and Candice truly changed this all in matter of weeks I am very pleased with the result. Thank you so much Candice I am forever grateful for everything you have done for me I hope CCW recognise they have an absolute Gem 💎 in the Building.

I had been in a stuttered dialogue over a costly leak with Thames Water since the beginning of December 2024. Thames Water stated they had exhausted my complaint and referred me to the CCW to take this further. Whilst I still need the help of CCW to acquire answers to a couple of queries I have, they were instrumental in resolving a Leak Allowance calculation as I had assessed Thames Water had got theirs wrong. I was able to arm the CCW with relevant information and their representation in my behalf, following helpful telephone discussions and emails, resulted in Thames Water going back to the drawing board to re-calculate the figures which they provided to the CCW and which I checked and calculated to be correct. In short, Thames Water chose to deal with CCW in preference to me and CCW came up trumps.

CCW seem not to have any teeth whatsoever and I wouldn't waste your energy. The whole process is drawn out and ccw go along with Water company , I would not recommend that other customers use ccw , a complete waste of time as all they basically do is get your side of the story then get confused about it all and get the water companies side of the story and agree with it and that's it

Thank you for your reply.
I appreciate that CCW may not have the power to force water companies to act. However, the purpose of CCW is to advocate for consumers and ensure complaints are fully investigated. In my case, this did not happen.
Despite clear evidence of overcharging spanning 20 years, CCW accepted the water company’s decision to reimburse only five years without providing a proper explanation or challenge. No independent assessment was carried out, and no meaningful support was offered.
A public body whose role is to support consumers should ensure accountability, transparency, and fairness. Unfortunately, in this case, that did not occur.

Submitted complaint October. No immediate response. Email request for update November, no reply for several days, then a phone call telling me casework and replies had been sent/received and that I'd a] get a phone call next day and b] the water company would have to respond with accurate information and monetary recompense.

No phone calls since then. Utter silence.
No emails since then. Utter silence.

Meanwhile water company has overhcarged us by at least £900 thanks to reading wrong meter for many many months.

So far very underwhelmed..

After having received a very poor service from Dwr Cymru, CCW took up my case for me in a very professional and caring way. Despite the outcome of adjudication not being good and despite untruths on the part of the water company, the way CCW dealt with my case was exceptional.
So well done them