CCW Anmeldelser 

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.

I have received fantastic help and advice with my complaint with Yorkshire Water.ref 251229-000015, Angie has been an absolute warrior fighting for a refund of unjustified charges, I am very happy to report that her efforts have resulted in a full refund, and a gesture of goodwill payment I would never had this outcome on my own Outstanding service

Had a long-standing dispute due to a faulty meter with Thames Water which became an ordeal upon moving out. I had followed their instructions but got nowhere fast. However, thanks to Angie at CCW, TW eventually provided the services they should have, and my case was overturned. I want from being in arrears to being owed money for false readings over a period of 3+ years. This outcome could not have been achieved without the irrepressible Angie.
Hopefully, CCW can continue to stand up to these public utilities ran like cartels, as water companies are a joke in this country.

Would highly recommend CCW. After being advised to contact them I spoke to a very helpful lady called Jackie who went through all the procedures & even sent me a email outlining what i should do. My complaint with the water company was settled at stage 2. This wouldn't have happened without CCW's advise & offered support. Thank you CCW so much for being there to support people when taking on big water companies. My complaint was definitely resolved due to CCW's help. Thank you 😊

Great advocacy for a complicated water complaint dating back to 2015. The team provided invaluable support in dealing with Water Plus’s obstinate and challenging position. I had to use the service twice for the same issue, as the case was initially closed following what appeared to be a resolution with Water Plus, which ultimately proved unsuccessful. Throughout, they remained supportive and committed to helping me achieve a fair outcome.

It is an excellent service for customers facing difficulties with private water companies, particularly when trying to challenge flawed decision-making and poor customer service.

A special thank you to Angie Humphries, whose professionalism, persistence and support were instrumental in bringing the matter to a successful resolution with Water Plus. Thank you!

Raised a complaint about my water company with CCW on 140426 and asked for an update on 030626 - no response from CCW. Do ANY public sector organisations actually give a crap?

Arden listened to what I had to say, checked the facts with me thoroughly, and presented my case to Affinity Water - who agreed with him and the dispute was settled very amicably. Great result and great help from CCW and Arden. Thank you

CCW are a highly important organisation in this era of concern with water companies. I have had problems with my water metre and Thames Water. Having gone through stages 1 and 2 of a complaint with TW I was able to raise a case with CCW. They took a detailed history and asked several questions on my behalf with TW. Unfortunately my case was quite unusual. My previous water metre showed huge spikes of usage and then a 3 week period where no water showed up as being used even though we were at home and could prove we were! Although TW changed out metre the next one showed readings that were not in sync with our actual usage. For example we would have readings of water used through the night and low water usage in the evening when we knew we used more. Despite getting two plumbers out and two engineers from TW, no one could explain this with the current familiar issues.1. shared metre with another property.no. 2. Leak. no. TW did not test the previous metre that had wildly inaccurate readings and only offered to test the new one which was a bit out. I am sharing this in case anyone else ever has a similar problem. So although CCW did their best they were not able to resolve the problem, however I am still glad I contacted them as they will keep a record and will also ask TW to do the same. This data goes in to a larger database of many, many issues and complaints with Thames Water and long term if we can all contribute to this record we have a chance of improving things, questioning if smart metres are really working and holding large companies like this to account. I am all in favour of reducing water wastage and being more careful and I think it is really important that we can trust that water metres are fit for this purpose. Thanks CCW for all your help and advice.

I contacted CCW following a very prolonged and stressful complaint process with my water company relating to metering and billing issues.

While the overall situation with my water company itself was extremely frustrating and time-consuming, I would particularly like to thank Angie H, from CCW, for the support, understanding and professionalism she showed throughout CCW’s involvement. Angie took the time to properly review the history of the complaint, listened carefully, communicated clearly, and genuinely seemed to understand the cumulative impact the situation had caused over the past few years.

I especially appreciated the calm and empathetic way she handled matters, while still being realistic and transparent about what CCW were able to do within their role as a mediation service. Her involvement helped move the matter towards a fairer resolution and made a difficult process feel far more supported.

Thank you again, Angie, for your patience and assistance throughout.

Angie Humphries was professional throughout, made SEW produce all the evidence and got me a small amount of compensation, which is a good result for me. If they had powers they would be a real force, and the water companies wouldn't be able to hide behind unreasonable policies.

Slightly bemused by CCW’s purpose. I complained to CCW about Southern Water’s complete lack of response to a formal complaint, and CCW has so far provided much the same experience. CCW emailed me saying they would take the case over 11 weeks ago. No feedback since. I chased for an update twice, but unfortunately, still no response. So my complaint about an organisation that doesn't respond is now being dealt with by an organisation that doesn't respond. Bizzare.

It was quite a long wait to hear back once I'd made my complaint , but no where near as long as Thames Water took orginally. Once I had contact with someone, Imogen, she was understanding, kind and efficient, and very quick to get a result. The solution was better than I hoped for, so I'm very happy.