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Only 63% of people in 2022 were confident that their water supply would be available in the longer term without restriction, down from 71% in 2021. Explanation of the process that has been followed to resolve the dispute (for example, has CCWater or WATRS been involved?) 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 Relay UK - if you can't hear or speak on the phone, you can type what you want to say: 18001 then 0121 345 1044 We also looked at the three main measures from Water Matters that indicate how well water companies are supporting customers who are financially struggling. We compared the results with last year’s Water Matters data.

of people agreed that their water company cares about the services that they provide – which is higher than 63% in 2021, but not a significant change. CCW has supported the companies’ work in this area. We’ve ensured additional measures to support customers through the cost of living crisis were implemented. Our One Year on Report summarised the progress achieved since the publication of the recommendations in our independent review of water affordability. We will continue to work with companies to make progress. If you’ve received poor service, we may be able to get your water company to reconsider its actions or decisions or pay you compensation where appropriate. Although levels of satisfaction are high in some areas, there is evidence to suggest that satisfied customers are generally becoming ‘less satisfied’ across the board. We explore this in more detail later in the report. Key highlights 2 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.If you remain unhappy even after you’ve sought help from CCWater directly, you should go through CCWater’s complaints procedure. The number of customers agreeing that their charges were affordable remained at 76%. However, the number who feel that their charges are unaffordable increased (12% in 2022 vs 10% in 2021).

S27D Acquisition and review of information – provides for CCW to obtain and keep under review information about consumer matters and the views of consumers. For more about when you might want to complain to your water company and when you're entitled to compensation, see Claiming compensation from your water company. If you remain dissatisfied with the outcome of your complaint after going through its procedure, you can then apply for free to the Water Redress Scheme (WATRS) to make an independent and binding decision on your complaint.Overall, the data shows that a growing number of people feel that their bills are unaffordable now. In addition, there is also a growing number of people who feel that their finances have worsened over the last 12 months. They are at risk of feeling that their bills are unaffordable in the future, if they do not already feel this way. This suggests that many more customers may need support with bills in the future. Companies need to have the capability and capacity to respond to a potential future surge in people needing support.

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. Remember to keep your log up to date with the time you called, what was agreed and the proposed action your water company plans to take.

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CCW has the following specific powers, duties and powers under the Water Industry Act 1991 (as amended by the Water Act 2003): S27E Provision of advice and information to public authorities – provides for CCW to make proposals, provide advice and information about consumer matters and represent the views of consumers to public authorities, undertakers, licensed water suppliers and other persons whose activities may affect consumers. The partnership forms part of wider efforts by the independent water watchdog to ensure the one in eight water customers who say their water bill is not affordable receive the help they need before sinking into debt 1. 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; 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%).

In certain cases, if the law has been broken and you are claiming damages from the water company, the claim will go through the courts. A clear description of what the complaint is about, including any details around costs, plans, copies of quotations, photographic evidence (where relevant) and relevant correspondence Satisfaction with value for money remained at 75% for water and increased from 76% to 78% for sewerage services. 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. Water and sewerage companies in England and Wales provide services to millions of homes and businesses every day. Sometimes things can go wrong with these services, leaving consumers disappointed or angry. You have the right to complain if:

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 This important partnership with Turn2us is just one of the ways we are working to ensure more customers who are struggling to keep their head above water don’t miss out on assistance. We know from speaking to customers on low incomes that they often have no idea that help exists – or they are too embarrassed to ask – so they end up suffering in silence and often sacrifice essential items such as food or heating to try to pay their bill. We hope these tools will make it even easier for households to get access to the support they need. 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. S29 Consumer complaints – provides for CCW to deal with complaints about the services provided by an undertaker or licensed water supplier. 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