CCW Reviews 

I had an issue with the way my water company had calculated my payment plan. Having gone around the complaints process with the water company without a resolution I was referred to the CCW.

I found them easy to deal with, responsive and professional. They reviewed my complaint and then acted on my behalf taking it forward with the water company. At the end of the process the water company paid compensation for their poor performance and provided a full breakdown of their processes when estimating payment plans.

I can recommend the CCW to anyone who is finding difficulty dealing with their water company.

DO NOT waste your time, energy and hope with these disgraceful non compliant jobsworths, water companies will pass you onto them as you’ve reached a deadlock, with giving you fake hope, reality is it’s just a deterrence, hoping you’ll give in, then after 6 months it’s “we’re sorry we’ve not been in touch we’re dealing with high numbers of cases” absolute bull bull, then your waiting for replies whilst they’re so called “investigating” these lot couldn’t investigate a fart in a room on their own, what a farce, these & ofwat & water companies & ICO are all in coercion with each other, not the weasels minimum wage chimps, I’m talking associate levels, they expect you to think what they say is final, IT IS NOT, they’ll pass you from pillar to post, HOPING & praying, they’ve manipulated you that much between them all, it becomes to much and you can’t be arsed with going to court, and you give in, well myself, ain’t giving in or up against you bullying jobsworths keyboard warriors corrupt scoundrels, their brave and manipulative in their typing but it wouldn’t be that way in a face to face scenario, I’m gunning for all of them, im bringing a massive case against them all, majority including the CCW have refused to provide communications with my data attached for court proceedings to show the countless lies and manipulations between them all, this UKGDPR breach is proof their in coercion. DON’T stop it’s what they want, I’ve been smart enough to store and print all my emails and gather my OWN information on their industry regulations, laws, So don’t waste your time on trying to get somewhere with the companies the utility companies send you too, it’s a waste of time, spend your time reading into their regulations, laws and legislations, I promise you if they can employ immigrants from other countries (which is what they have to do), you’re capable of gathering the information relating to your problem, YOU DON’T have to go through CCW or ofwat or the PHSO or the ICO, this process is for people who really need it, but people like me with the capacity, abilities and diligence don’t need these, listen to my experiences of wasting nearly 10 months, it’s what they want you to do, all a judge wants to see is a story and factual evidence of your claim, be smarter than these and take my advice. I’ll be posting another review once my legal proceedings have been finalised and I’ll send you to my YouTube channel to give you help in your own court case, I’ve filmed my problem and it’ll be available to you to help your process you claim against these corrupt bunch, it’s time to make stand against these large bullying service providers, they pick the wrong person on this occasion to manipulate, and it’s got dire consequences.

CCW Trustpilot Trustponders surely know how to count ! ! ! They dismiss my persistence as “moaning.” But what they call moaning is actually evidence: repeated refusals of proportionate solutions, intimidation with enforcement language, and regulators stepping back from accountability.
If the statutory consumer body trivialises documented failures as “moaning,” then who is really moaning here? the customer exposing injustice, or the institution moaning about being held to account?
What is justice? who is accountable?

I contacted CCW to help me deal with a water company who treated me very badly. They gave me clear good advice and helped me get a resolution that I was happy with. They replied quickly and directly which I appreciated very much. Highly recommended

I have had an on going dispute with United Utilities of high water usage which I knew I was not using and after many months of back and forth and stress the great work of Consumer Council of Water have finally help resolve this. I would like to thank the team at CCW especially Mahbooba Hatami who had the care and understanding and patience to help resolve this. I would also like to thank Mahboobas other colleagues Mike and Ella for their fantastic patience and customer service. Consumer Council For Water they are all a credit to you. Please thank them again.

Thanks to the perseverance of Debbie from CCW I got compensation for an ongoing problem with Anglian Water not taking responsibility for a 12 month old water leak.

Debbie made several attempts to get this compensation as they were adamant they would not pay compensation and won in the end

Thank you

I can’t thank Nick enough for the way he handled my case. From the very first call, he showed real compassion, understanding and professionalism, not just towards the billing issue itself but towards me personally after the loss of my colleague Dave.

Nick went above and beyond to investigate a long-running dispute with Water Plus, identified where the errors had been made and worked tirelessly to have the charges backdated and the full balance cleared. He genuinely cared about the outcome and kept me updated at every stage.

It’s rare to find someone who combines empathy with efficiency the way Nick did. Thanks to him, the issue was fully resolved and I can finally move on with peace of mind.

A true credit to CCW and the kind of person who restores faith in good customer service.

Amazing service. Was so helpful had no luck at all with my water company for months. Once CCW contacted them on my behalf everything was sorted the next day!

bad no better than angian water . no help at all . thats the trouble now no body want to help.so they get away with treating custmers bad . why should we pay the fines they keep getting .

Philip Edwards took on my case against Northumberland Water after they refused to pay compensation. Philip was excellent and took the time to understand the case and fight my corner. The result was I got the compensation (overcharge) we had asked for.
Can't thank him enough 10/10

My experience with the Consumer Council for Water (CCW) has been deeply disappointing and concerning, particularly given its role as a statutory first line appointment- body tasked with representing and protecting the interests of water consumers in England and Wales.

I submitted a formal complaint regarding serious and ongoing misconduct by Southern Water Ltd., including:

Unlawful half decade long term financial extortion

Falsification of billing data

Defamation and harassment

Continuous financial and psychological harm

Long-term depletion of household income

Violation of my legal right to quiet enjoyment of my home

Despite submitting clear and legally relevant evidence - including which demonstrates the correct and factual case details at the outset - CCW either ignored, misrepresented, and failed to engage with the evidence provided.

To date, I have not received a formal response to some of the case crucial procedural questions raised nor any reasonable explanation or the factual inaccuracies in their assessment except CCW very almost eager to bite and switch and desperate to close the case regardless .

CCW acting like devils advocate for a money cheques trickled down from the water companies paid by me instead of being a neutral entity is non existent and CCW behaviour presented and provided in my case proved CCW being in complete denial when it comes to upholding and following the regulatory guidances and upholding the rules of the state of the United Kingdom and Northern Ireland framework.

CCW’s failure to recognise or act upon this evidence reflects a serious lapse in diligence and professionalism same CCW failure to follow the statutory regulatory guidelines is deeply concerning.

Specific concerns include:

Lack of formal acknowledgment or timely communication

Misrepresentation or disregard of factual evidence

No confirmation that submitted documents were shared with water company

Gatekeeping

Failure to uphold impartiality and procedural integrity

No transparency about the status of the complaint or decision-making process

Not following the statutory regulations

Not upholding up to standards the regulatory and investigation

Unprofessional attitude

CCW's approach in this case gives the impression of bias in favour of the service provider and a lack of commitment to properly investigating consumer complaints. It raises serious concerns about how many other complaints might be dismissed without due consideration.

As a statutory consumer body, CCW is expected to act with transparency, fairness, and independence. In this case, it has failed to meet those standards.

A huge thanks to Phillip, the CCW caseworker , who handled my complaint against Thames Water with great care and consideration , given that my opinion of Thames Waters attitude towards its customers (as well as the environment in general) is so scathingly negative that I cannot fully share it with the users of a public platform such as Trust pilot.
Sadly the outcome of CCW's intervention was a foregone conclusion but Phillips professionalism was evident throughout the proceedings.
Phillip , you deserve 5 stars --- sod it , I 'd give you 10 !!!

I was unhappy about my water company due to unusual bill, particularly shocking increase in consumption. They did their bit, but left me with puzzle. I contacted CCW and found it very supportive. From my very first phone call to the case worker dealing with this call, I feel being listened and understood. The case worker explained the situation very clearly and very professionally with clear logic. He's very patient and facilitated the communication between me and the water company swiftly. He also gave me very helpful suggestions based on his own experience. All these, I'm very grateful.

I found the service excellent, they really took interest, fully understood my issues, they were then able to clearly communicate this to Thames Water and were able to resolve all my issues fully, ending in me getting a sizeable refund.
Everyone I spoke to was also extremely friendly, personable and professional

I will be making changes and updates to my review in due course :)

I called CCW about an issue with Thames Water I was given clear advice of what to do and what steps I had to take which was extremely helpful for me as I really felt like I had no options and I wasn’t being listened to before.
Jonathan H was so professional at all times and gave me all the information I needed to be able to help myself before CCW could step in.
Jonathan was thorough throughout and reassuring he explained everything so well and updated me throughout I felt very supported.
My main priority was that individuals don’t have to go through lengthy phone calls with Thames Water without a decent outcome.
Jonathan definitely got the right outcome which I’m very hopeful has changed the way Thames Water will deal with customers in the future, CCW has restored my faith in Thames Water again.
Without CCW support I don’t think this would have been possible and I’m truly thankful to them for their help

I cannot praise CCW enough for dealing with my complaint against Thames Water who had failed to supply a meter and communicate options over a period of 8 years
Specifically Shahzaib at CCW, was very professional and thorough providing clear information and updates
Thames Water by contrast were awful, and I am relieved to have had CCW present my case

Where's an email address for you? Not everyone can use this stuff
And for people with hearing difficulties? So the answer is do not be disabled? What a useless reply.

1 star is totally correct and appropriate

Discrimination is the act of giving someone beneficial treatment whilst denying that to another. I wanted to speak to someone rapidly about an issue. Using a phone is ok for someone without an issue and will allow immediate response. You have no method of instance response for disabled people. This is the definition of discrimination.

Good communication throughout with our complaint, but very poor response from Welsh Water,
CCW could take only limited action regarding our problems and we feel that they should have more powers to oversee water companies.
The person dealing with us was very professional and kept us well informed about progress.