CCW Reviews 345

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.

The consumer relations advisor was so helpful with constant updates on how the issue was progressing. He managed to resolve a complaint that had been ongoing for 18 months with a brilliant outcome that I had not been able to achieve.

They did a great job in getting my complaint resolved
And were very polite and very helpful in very way.

Unfair outcomes
I had issues with my current water suppliers I had provided them with all the infomation since two years time in time out various staff members were assigned NO end results I wonder how they see and review complaints I feel the water companies intrests are preserved I feel its time a partition to be raised and new orginazations to take over we are getting now where with CCW .
They then tell me they do not have powers to enforce my question here is than what are you there for and who is funding CCW to stay afloat ????
I am not happy how my complaint was handled .
Further to CCW response you have all my information your organisation has really let me down this does not surprise me who is you CEO I want a response from him/her
(CCW HAS LEFT ME IN A LIMBO)

Waste of time. Completely failed to assess my points. Simply repeated Anglian Water's arbitrary denial of responsibility.

CCW agreed with Yorkshire Water that to pay an individual compensation of £25 for late response was a fair “gesture of goodwill”.
That is further than the truth. Yorkshire Water affected hundreds of properties who were represented by this individual as the head of local residents through HGRA.
We believe CCW should shut its offices if it can’t shut Yorkshire Water for their blatant defiance.
HGRA.

In 2010 i contacted Thames water to let them know that i was going to be moving into a property, and that i was going to be responsible for paying the water charges for that property. When a person contacts a water company to let them know that they are going to be moving into or out of a property the water company are meant to survey the property to see if it is possible to fit a water meter, it states that on CCW, web site. In 2016 i received a letter from Thames water explaining a survey was going to be carried out in my street to fit water meters to all properties in my street that didn’t already have one. I was more that happy to have one fitted. No one came to do a survey. In 2019 i contacted Thames Water to request a survey, they sent a surveyor who said that it wasn’t possible to fit a water meter at my property. Because of this Thames water changed my water rate charges from the RV rate to the single occupier assessed household charge tariff, which halved my RV monthly rate charges. Which i was pleased with, but i was not so pleased that i had been paying twice the amount of water rate charges for 9 years, which i worked out to be more than £2,200. Thames water refused to give me a rebate, and said that the water rate charges i was paying was correct. I contacted CCW to ask them if they could challenge Thames Water for me on this issue, as it clearly states on CCW,s web site that a survey will be carried out when a person contacts the water company to let them know that a person is going to be moving into a property. If a survey had been carried out when it should have been done, i would have been paying the single occupiers assessed household charge tariff from the beginning. CCW contacted me and said that it is the customers responsibility to request a water meter, and that the water company can offer one but they don’t have to, so therefore my water rate charges where correct at the time. I disagreed with CCW on this issues as Thames Water should have done a survey when i contacted them to let them know that i was going to be moving into a property.
CCW doesn’t seem to have any interest in wanting to challenge Thames Water for me on this issue. Because of this in my opinion CCW is not fit for purpose.

Allowed the water company to get away with blatant lying. What am I supposed to say. Well done

The way the staff spoke to me was excellent and the follow up of my complaint was wow. I am delighted with everything from them.

My case was assigned to Stephanie. Reply received 20/1/2025 i.e over 6 months later. She agreed with everything Thames water told her with no questions. CCW claim to be the voice for water consumers but this is a total lie, it should read the voice of water companies. TW deemed that £30 was fair compensation when we couldn't drink the water, use a dishwasher, cook or prepare food for over 5 weeks. Yes they provided bottled water but with no acknowledgement that it was incredibly worrying with the risk of petrol in the water and inconvenient using bottles.

Having spent 4 years arguing against Waterplus for a misbilled amount on a meter that was replaced whereby a spike of some 2.5 million litres was claimed to have been used (we are a small retail shop) I came to a dead end where Waterplus heavy handed us into a situation where we had to pay a bill that wasn’t agreed in order to not get cut off.

Having then followed the complaints procedure and being told by water plus at every turn that we were right, they still went on to tell us they were right and the bill was correct. (It wasn’t).

We ended up getting CCW involved and explained the situation. We were listened to and our case was created. The case worker (Mary) told us exactly what was going to happen and went to fight our corner. Mary (who is an absolute legend) called us at every point to keep us informed on progress and what she was going to try and achieve for us.

Within weeks we saw results and within 4 months we have a resolution, which was what we had been trying to get Waterplus to see all along! Our account was subsequently credited and we are now happy, albeit tired after fighting Waterplus for 4 years to get there.

In short. CCW are excellent, Mary was fantastic, we got what we had wanted all along with little hassle once we got them involved. Wish I hadn’t wasted 4 years and got them on it early doors.

Thank you!

My case was assigned to Baba at CCW. It took him 6 months to respond, and when he did he did not have a clue about the basic policies governing water companies. Terrible service. Don’t waste your time.

Utterly disgraceful non existent service.
I made my complaint in mid November 2024. I was contacted and asked by YOU for a third party authorisation which I completed and sent to you along with my final response and all complaints to Severn Trent. At no point did you tell me you were sharing the signed authorisation form with Severn Trent Water which I believe is against GDPR and illegal.
Anyway your first response rejected my complaint because Severn Trent Water lied to you and told you they had no record of my complaints. I immediately replied to tell you I'd already sent you all copies of my complaints, Severn Trent s replies and their final response which told me to go to you. You said you hadn't got it which isn't true as I got no bounce backs. I sent them again. Your advisor replied to tell me I was correct and Severn Trent had lied to you and she also was bewildered on my behalf as to why Severn Trent Water were harassing us to pay bills for an empty property.
I then waited for the case worker Mary to get in touch which she did on Thursday last week. I called her back and at no point did she say what the first advisor did, which was that Severn Trent shouldn't be expecting someone to pay bills for an empty house especially when they had just paid £1400 to repair a leak on Severn Trent's demands.
Mary insisted I should get a water meter fitted which is what Severn Trent wanted. I didn't commit to anything and asked her how much the water bills would be with this fitted. She lied and said she would ask Severn Trent and tell me.
Then today I got an email from Mary simply closing my complaint down because I should get a water meter fitted!!! No information as she promised and the email also had the bare faced cheek to say that Severn Trent were closing my complaint down because they don't agree with the authority form that YOU OBTAINED FOR YOUR PURPOSES.
You're the worst ombudsman service I've encountered yet.

I DON'T WANT MY COMPLAINT CLOSED BECAUSE YOU'RE HELPING SEVERN TRENT TO AVOID DEALING WITH IT. And we won't be getting any meter fitted and I want compensation for all the disgusting customer service harassment and LIES and BULLYING from Severn Trent for 8 months now and an immediate apology from you for wrongly sharing personal data with third parties without my knowledge, permission or consent. Absolutely atrocious service. I don't want to deal with MARY again.

The caseworker was extremely helpful. Took time to understand what was a complex issue, ensured that he clarified what we could expect from the process and was very empathetic. Whilst the process is slow, the caseworker was good at keeping us updated and we reached the right outcome.