CCW Anmeldelser 

I had an ongoing case with TW that they abandoned it for 5 months, so i reached out CCW for extra person involvement and potential help. CCW process is straight forward , a bit slow but supportive at the end. TW returned my money , i dont know was it because of CCW involvement or just the matter of time fighting the case. note: that CCW are not able to take legal actions against the companies, but they can be reasonable advisors and extra bother to abusive companies like TW.

Both people I had contact with understood my complaint against Thames Water - not fully crediting me for years of having a soakaway, and Affinity for trying to pass the buck. They were polite and explained to me the next steps. It took a while but I was in no hurry as my case goes back 25 years. I was kept informed that investigation was underway, then phoned with an outcome - which was not perfect, so they went back again and chased both Thames and Affinity and in the end I got my full rebate - all due to them as I had failed depite many attempts. Well done CCW.

Thank you so much for helping us with our complaint against Thames Water.
Our water meter had not been read for 5 years, as well as Thames Water moving our account to a different number.
When it was finally read, it identified a huge amount of water use, which was eventually identified as a leak. TW wanted over £9000!
We are an older couple who are frugal with water, and our previous bills have been around £450 per year.
TW were extremely unhelpful.
CCW took on our case and got the leak allowance backdated.
We have now received a substantial refund from TW.
We are extremely pleased

This "organisation" is a pathetic waste of money and time, although it does act as an employer of the last resort.
I complained to them about Thames Water's outrageous policy of only giving a rebate on waste water if 100% of rainwater goes to a private soak-away.
After several weeks someone (with the pronouns she/her/hers/hi/ei) said that they found in favour because "This approach is in line with the company's published policy..."
Yes! I know it's "in line with their published policy". It's published policy that is WRONG and UNFAIR. However, the drones that work at CCW don't seem to understand that.
In fact CCW is like all these government watchdogs. It's an employer of the last resort for people to sit around drinking coffee and "working" from home.

Brilliant experience. Both from the guy who orignally dealt with the me and the lady who then investigated the complaint. Thameswater had left me without water for 60hrs due to their incompetence and poor customer service, and CCW got me appropriate compensation they would otherwise not have paid me. Do not hesitate to go to them if a water company is not acting in a reasonable or responsible way when dealing with your complaint.

Olayinka Sokunbi .

When my property and pond was contaminated with foul water and then supposedly cleaned by Wessex water's contractors. the pond was trashed with holes everywhere, this due to sun damage and clod hopping boots.
Every fish died and Wessex offered me £500 or reinstall everything.
After Olayinka from CCW got involved the full amount of restoring the pond was sent by cheque.
Thank you Olayinka.
Postnote since the outcome of the 10 month battle the stream the sewage came from has been affected again and when the wessex chaps came round the look at it, they said all the boys who attended were pleased with the outcome.

Absolutely shocking service from CCW. Apparently our case worker's "goal" was to get us financial redress when I explicitly said on our initial phone call that this is pointless whilst we are still experiencing sewer flooding into our home. We provided CCW with detailed evidence and further questions which we wanted addressing - all this was ignored. United Utilities gave the same stock answers they have all along and these have been accepted without question - that is not an investigation. We have been living with subfloor flooding now for 12 months - stage 1 and stage 2 complaints have still not been answered - payments for delay, yes, answers, no. We have provided evidence from the local council stating there is a further problem on a UU asset - again ignored by CCW. UU keep referring to a "simulated rainfall test" at our property - we have repeatedly asked for the details of this (they jetted the side of our house with a tanker). CCW didn't find it strange that this test which was used to end investigation into our flooding shows up in NO engineering notes. CCW have not asked for any information from us regarding this. We have had to pay out more money on a timber report to prove that the water is coming in through the hallway in the middle of the house and that the ingress is most likely a DRAINAGE issue. CCW say they can try and help with reimbursement of other costs if we send these to UU - copies of invoices were sent along with our stage 2 complaint on 27.10.25, 7 months ago! CCW refer to the following on their website "End sewer flooding misery
Being flooded with sewage – particularly inside our home or business – is one of the worst ways our wastewater company can fail us and the environment." Well I can tell you from our experience they have ZERO interest in helping anyone with this. That's on top of phone calls and emails being left unanswered. Our caseworker was off sick and the day he returns we get what feels like an administrative closure to our complaint. Are you set targets perhaps? Nobody will clearly explain how foul water is entering our property - thousands of litres every week. yet everyone says somebody else (or the weather) is responsible.

Spoke with Jake today who was very helpful and efficient, and is a great asset to CCW, Thankyou:)

CCW was diligent in pursuing my case and determined not to let Thames Water off the hook. It took a long time to be assigned a case officer but then things moved along and CCW kept me in touch. They secured me a reasonable settlement. I have knocked two stars off because CCW gave me around 24 hours to accept or reject the settlement and it was not possible to do this by replying to the email. In the end I had to dive out of a meeting to call, really inconvenient.

I cant praise Jake from CCW enough when dealing with my query.
I asked for an explanation on rateable value which is how my water bill is charged.
Jake clearly explained very patiently how the different water bill charging systems work.
He was very informative and knowledgeable which made me feel at ease comfortable.
The service he provided was excelleny.

Imogen, our customer service agent provided an exceptional service in handling our issue with the provider. She presented a clear plan of action, setting expectations with a thorough explanation and focusing on the key aspects of our matter. Her approach ensured that the issue was addressed efficiently and effectively. Through her efforts, we received a detailed breakdown of the overpayment made to the provider, despite us trying to follow-up for almost 5 months, and the matter was resolved appropriately. The intervention from CCW was instrumental in rectifying a problem caused by the provider’s poor management of our account. Suitable compensation was also secured, ensuring a fair outcome. Overall, Imogen’s professionalism and clarity turned a frustrating situation into a positive resolution, demonstrating her commitment to delivering excellent support.

I contacted CCW regarding an ongoing dispute with Anglian Water relating to repeated leaks on Anglian Water infrastructure, billing issues and contractor costs incurred following incorrect advice and multiple refusals to re-attend.

Although CCW were ultimately unable to compel Anglian Water to resolve the matter or progress it directly to adjudication, I do want to recognise the support I received from Dave McConn throughout the process.

Dave was consistently professional, patient and empathetic during what became a lengthy and often frustrating complaint. He took the time to review extensive evidence and correspondence, explained processes clearly, and remained responsive and supportive throughout.

Importantly, I never felt dismissed or ignored by CCW, even when the outcome was not ultimately within their control.

The limitations in CCW’s powers were disappointing to discover, particularly as many consumers may understandably assume they can enforce outcomes against water companies. However, from a customer service perspective, I cannot fault the manner in which my case was handled by Dave personally.

Thank you again for your help and professionalism throughout.

Cant praise CCW enough for their professionalism whilst dealing with them.They always kept me well informed with the progress of my complaint and were easily contactable. The staff member I dealt with was very personable and helpful.
Thankyou CCW

I had a worryingly high bill from Thames Water that was based on a contextless reading. The water company refused to withdraw this so I made a complaint. Ola from CCW dealt with this in a professional manner and this was eventually resolved. Good service and an excellent solution.

I received some really great news from Angie at CCW today, who has been working on a case for me. Throughout the whole process, her attentiveness, empathy and understanding were outstanding. From our very first call, Angie took the time to explain everything clearly and genuinely listened to my concerns. She gave clear, helpful advice and kept me informed every step of the way. This made me feel truly listened to and confident that I was in very good hands from the start. Without Angie, I wouldn’t have had such a successful outcome. Thank you so much for all your support.

UPDATE (04 June 2026):
Following my "Senior Review" with the CCW compliance team, where they officially cleared themselves of wrongdoing and claimed no GSS service failures had occurred, the truth has come out.

Despite the CCW providing no help or advice and simply stating they found no fault with Thames Water, I applied direct pressure myself. As a result, Thames Water has now formally admitted to a statutory service failure and applied the £80 GSS credits to my account.

This completely exposes the CCW's internal review process as a toothless, box-ticking exercise. Their caseworkers actively defended a utility company against a consumer, completely missing black-and-white regulatory breaches that the supplier itself has now been forced to concede.

It is farcical that consumers are legally forced to endure this ineffective organisation as a mandatory gatekeeper before being allowed to escalate a dispute. I have now successfully moved past them and escalated my core billing dispute directly to the independent Dispute Resolution Ombudsman (DRO) and Ofwat. The CCW is a complete waste of time—treat them as a minor administrative hurdle you have to clear to get to the real regulators.

Update (11 May 2026):
Following my initial review, I was contacted for a "Senior Service Review." It has been an utterly farcical and dishonest process.

The "Senior Advisor" has doubled down on every failure of the previous caseworker. He claimed in writing that the CCW had provided "reasoning and rationale" for their decision—they haven't. Most shockingly, he claimed the CCW sent me an update on 27th April; no such communication exists in my email or phone records. It is deeply concerning that a taxpayer-funded body would fabricate an audit trail to justify its own incompetence.

Furthermore, they are now explicitly refusing to provide advice on how to escalate to the Ombudsman, instead telling me to "ask my supplier" for help. The CCW is supposed to be the "voice of the consumer," yet they have acted as a shield for Thames Water, ignoring statutory GSS credits and admitted equipment failures.

This organization is not just inept; it is actively obstructionist. I have now had to involve my MP to refer this gross service failure to the Parliamentary and Health Service Ombudsman (PHSO). If you have a dispute with a water company, don't expect honesty or help from the CCW.

Original Review:
Extremely disappointed with the service from the CCW.

After submitting my case, it took nearly 7 weeks just to have a caseworker assigned (surprising, given how quickly they churned through my case). When you include the time spent getting a final response from the supplier just to be eligible for the CCW, you have already waited months for any progress.

When a caseworker was finally assigned, I received one initial call, only for them to close the case less than a week later without any discussion or follow-up. The closure felt like a stock response; it failed to even mention several of the key complaints I had submitted.

Despite clear evidence that the supplier failed to maintain my meter—including explicit admissions that the equipment was flooded and over 20 years old—the caseworker completely disregarded these facts and simply sided with the water company. Furthermore, they entirely ignored my statutory claim for Guaranteed Standards of Service (GSS) credits due to the company's failure to read my meter for years and their delayed response to my enquiry. These credits are a legal requirement, yet they weren't even referenced in the closure letter.

By failing to challenge a 6-year "catch-up" bill caused by the company’s own negligence, the CCW has left me overcharged by hundreds of pounds. I was essentially encouraged to accept a 'goodwill' gesture from the supplier that falls far short of the statutory protections I am entitled to.

Furthermore, they ignored their own published policy which states they "will discuss the response with the consumer" before closing a case. I was never consulted; I simply received a "case closed" email that read like a copy-paste of the water company's position, with no explanations and seemingly little to no effort to even bother fighting my corner.

It is farcical that consumers are forced to go through the CCW—which admits it has no statutory power to enforce a company's own rules—before being allowed to escalate to the next level.

I have completely wasted my time with an organisation that claims to be "the voice of the water consumer" but acts as a rubber stamp for the water companies.

I Regd. complaint on 7 Jan 25. Then had contact from a representative after a few weeks by phone. It appeared he had not read my case thoroughly and had to go thru the minute details - which was fine. He confirmed to get back to be within the next 2 to 3 wks and never did. I followed up with at least 4 emails asking for an update. No response. Then placed a call, the person listened carefully and informed me my rep had left the org (no one bothered to inform me). Raising the matter further I got a call 7-10 days later by a gentleman called Baba. He grasped the situation quickly, and followed up immediately as a priority - early April. Today 28/4/26 finally reached a resolve. Not satisfactory but best that could be achieved. Baba my representative, was very efficient and advised correctly and guided for best solution and outcome. Very Professional. I have decided to agree to his guidance as this was affecting my health. Thank you Baba, for providing a swift resolution. A lesson in humanity and customer service could be learnt from Baba who was very very respectful and empathised to reach solutions. Thank you Baba, it was a privilege to meet you.

I originally left a negative review because I felt the complaint process was going nowhere and I was repeatedly having to chase matters myself. However, after escalation, CCW did step in, pushed Thames Water for a resolution, and helped secure both the refund owed to me and an increased goodwill payment due to the delays and handling of the case.

In particular, I appreciate the direct communication and follow-up from the advisor handling my complaint. The matter was eventually resolved properly and I acknowledge the work CCW carried out to achieve that outcome.

My complaint was resolved by a very helpful advisor (Philip) who contacted the company directly. His intervention resulted in an apology and some compensation for the extremely poor customer service from the water company in question.