CCW Reviews 

I received excellent support from CCW regarding an issue I was experiencing with my water providers.
From the very outset, my caseworker handled my case with the utmost professionalism, efficiency and care. His clear communication, attention to detail, and proactive approach ensured that I felt supported and well-informed throughout the process. More importantly, his intervention led to a positive and fair resolution that I would not have achieved as smoothly without his guidance.
It is rare to encounter such dedication and genuine commitment to customer advocacy. Mr. E exemplified the highest standards of service and I am truly grateful for his assistance. Please extend my thanks to him, and kindly note this as formal recognition of his outstanding work.
Thank you once again to CCW for the vital role you play in representing consumers and ensuring their voices are heard.

My case with the CCW has just ended, & I sympathise very much both with the unfavourable reviews, & with the CCW. Consumers are deeply frustrated, expecting more from the CCW than they're able to provide. They just don't have the power. And yes, I think this needs to be addressed urgently, as consumers MUST have an organisation with 'teeth' that can help them against powerful water companies who know full well they're likely to get away with whatever they want when they refer unhappy customers to the CCW!
My own case with the CCW did not start well. However, when I complained, my lovely caseworker Shahzaib put his hand up to the issues, & went above & beyond to do all he could to put things right. A big thank you to Shahzaib!
And to the CCW: I hope you can lobby the government to get yourself some proper teeth!!

What do they do and what powers do they have? Nothing! Thames water have changed when I have to pay, the ridiculous charges and don’t even have to tell me when they change my payment due date. They then are expected to respond by a date and are given more time (due to the amount of complaints no doubt) and then told like many others we are not able to do anything. Really do not get the point in this service as like many other companies, I question if they work for the water company’s rather than oversee. Useless service and a complete waste of my time!

No use whatsoever. My Thames Water bills have increased by 125% in less than 2 years. I complained through 2 rounds with TW, yet told by CCW that bill increases are not part of their remit. It is outrageous that water companies are allowed to increase bills by such huge percentages whilst also draining all reserves to external stakeholders and paying huge bonuses to their executives.

I was using the water calculator and it just failed to work. Entered all the data, pressed calculate and……..nothing. No error message….just nothing. Tried numerous times…..and nothing….

Although CCW did not have to intervene, the mere fact that I had referred my dispute to them was enough to spur the Water Company into properly reviewing the circumstances. A resolution was agreed very quickly. CCW even followed up with myself and the water company after resolution to check we were satisfied, Very professional, thanks Nick.

don't bother. This is window dressing pure and simple. The person I spoke to about my complaint was very nice but nice doesn't cut it any more. I'm not sure why they exist. In my complaint against Thames Water I was referred by Thames Water to this organisation and I know why: because it is toothless. Nice conversation, total waste of time. They have no power and serve no purpose except to validate the private takeover of one of life's essentials: water. I might even get a lovely nice reply to this but don't be fooled.

After some months of unsuccessful trying to get the East Anglia water company to accept reponsibility for a leak and reimburse me, this was largely accomplished with CCW's help and mediation.
Particularly thanks to Philip Edwards, always helpful and easy to talk to on the phone, and the emails he sent putting my case to the water company.

I would just like to thank my case worker Philip James from CCW. He has been absolutely brilliant from start to finish. He listened to everything I had to say, he was extremely professional and polite. He explained things a way that was very easy for me to understand and guided me through each stage of the case. He was impartial but gave me excellent advice. Thank you so much CCW.

Absolute waste of space just like OFWAT. These also need scrapping. Contacted today to complain that United Utilities are charging me £320 a year MORE than someone I know living a mile away, neither of us on a smart meter. As soon as I said my water charges are collected by a social housing provider for which we tenants have no choice in the matter, they said they can't help. I've also been told the water charges are set on the rateable value of my property, yet I have spoken to 3 other people all in VERY different sized properties, all owned by the same housing provider RBH, yet all being charged the SAME flat rate, so the rateable value clearly not being used to set water charges, they again said they can"t help. Absolute joke. There is literally no one or no organisation that is willing to take on these big CORRUPT water companies & CORRUPT housing associations. The CCW is probably in their pockets just like OFWAT.

Reply to reply. Same generic "we don't actually care or want to help you" reply. Proves what I said, the CCW are a complete waste of tax payers money and another leaching fake public organisation that needs scrapping. Do you not think I've contacted my water company already!? I've been through the fake complaints procedure & got nowhere, because the water companies know they are currently untouchable, so can continue for now with their corruption, same as housing associations. The public will not accept it for much longer, we will fight to hold them accountable. The gravy train is coming to an end & so is the CCW's.

Completely useless and not fit for purpose.
When i was referred to them by my water provider who were found to be at fault but we were at an impasse with their in-house complaints procedure , the CCW website claims “we'll suggest actions to resolve the issue. We negotiate” they did nothing of the sort and, contrary to advocating on my behalf they liaised with the water company and without speaking directly with me.
I wasn’t treated with the care, respect and attention i deserved (to quote their website)
So, no surprise that i wasn’t sent a customer satisfaction surveys at the end of the process!
This organisation has no “teeth”, zero powers and zero real interest in standing up for consumers and supporting them against the big water companies, in the contrary they give all the impressions of working with them to shut your complaint down.
Don’t waste your hope, time, effort & trust.

I cannot agree with the AI summary of reviews.
My experience was one of absolute support in trying to resolve the issue I had with my water company.
Whilst CCW were unable to achieve the full outcome I had hoped for, their mediation on my behalf was most helpful, saving precious time using their ability to reach the right people to negotiate with.

I found CCW very helpful, particularly Dave who handled my complaint until its successful resolution. The unfortunate truth is that there is only so much they can do to push back against the despicable practices of the water companies - in my case Thames Water, who literally just made up a huge bill with no evidence to support their case. I was never going to pay it, but without CCW's help I'd now be dealing with debt collectors and eventually a CCJ etc.

Reference 250620-000116
I spoke to a Mr Nick Smith who was extremely helpful and efficient.I sought his help regarding problems I was having with Thames Water,one of the worst companies I have ever dealt with.
They installed two water water in my property on the 2/4/25 but 4 months later insisted I didn’t have any meters !! So I sent them a photograph but still they haven’t converted me to meter billing,trying to overcharge me about £100 based on rateable value.I had to stop my direct debit to take control after being blocked via useless chatboxex and the Agents saying I had no meters.F Nick Smith came to my rescue,contacted a senior complaints manager and I am told matters will be resolved by the 22/7/25.
THANK YOU NICK SMITH of the water consumers counci

The CCW were very slow to respond to my complaint initially, required numerous chases to find out what was being done. Allowed severn trent water to be non-engaging and obfuscating.

Phillip was incredibly supportive, attentive and dedicated to fairness.
He advocated for me with thames water and was able to get an incorrect mark on my credit file reversed, inspite of their resistance.
This is a huge relief and couldn’t have been done without the support of CCW

Back in February, Thames Water left me without water for a considerable period. They initially promised compensation but later came up with a string of unconvincing excuses to avoid paying. It was incredibly frustrating and felt like a dead end.

Thankfully, I reached out to CCW, and I’m so glad I did. Philip, in particular, was outstanding – professional, attentive, and supportive throughout the entire process. With his help, I was finally able to secure the compensation I was rightly owed.

CCW kept me informed at every stage, showed a high level of competence, and were truly committed to resolving the issue. They are a first-rate organisation and a real ally when dealing with unresponsive water companies.

If you’re having trouble with Thames Water (and I know many do), don’t give up. Contact CCW – they will be your strongest supporter.

The CCW supported me in a case against Thames Water - who had issued a missed payment on my credit file, through their own fault.

They defended me and got a positive outcome for me.

Through the experience - they kept me informed via simple to understand emails and phone calls.

Thank you, CCW.

I turned to CCW after an ongoing dispute with Thames Water regarding a leak that wasn’t on my property, but charged to my account. After exhausting all avenues with Thames Water, and trying to claim the leak allowance, they only refunded a fraction of what I was owed, closed the case and refused to speak to me any further. After getting CCW involved, they did however agree that they had miscalculated and I was reimbursed the full amount. Had I not contacted CCW I would have been out of pocket and would have had nowhere else to turn.

I am extremely grateful for the service I received, and would encourage anyone to at least give them a go if needed - you’ve got nothing to lose!

Another one of those UK institutions/mediators to give you the impression that there’s something you can do against the abuse of power of companies like Thames Water. From their own account they cannot help or challenge tariffs, calculations, decisions, nothing. They’re where taxpayers money goes to die, nothing else, should disappear and save us some money.