CCW Reviews 

I had a dispute with Severn Trent regarding the cost of private drain clearing after Severn Trent failed to clear two blockages outside of my boundary. I was asking for reimbursement of my costs. Severn Trent made a very poor offer which I refused and I then went to CCW.
I had to wait for CCW to pick up the case as they had such a big demand on their services. CCW agreed with my proposal and obtained the agreement of Severn Trent to pay my claim.
Severn Trent have delayed paying me and CCW have had to intervene again.
Overall, the service from CCW was a Godsend - Severn Trent would not have agreed to my very reasonable proposal without their intervention.
Their service can be exceptional - I sent an email at 5pm and received received a reply at 10:30 the next day, CCW already having spoken with Severn Trent.

How can I be paying over £80 a month for water and drainage, when im constantly watching it pour down the road! This is totally unreasonable and infact criminal! Half the cost is to expensive.

Total waste of time. I followed information provided on their website when welsh water damaged our communication pipe. Only for Stephanie to ignore that information and provide a totally different explanation to protect welsh water. When i explained I'd followed the advice on CCW website and asked how she come to her conclusion. I had a reply saying "I am unable to comment further on the matter." What an absolute waste of time and waste of levy/funding. Our bills are high enough without levys for pointless, useless services.

Just to point out CCW are funded by a levy via Welsh water. If welsh water fails, so does CCW.

CCW reply is absolutely BS. They have identified a communication pipe under a public highway way as a private supply pipe. This is clearly shown as incorrect and misleading on their website but CCW refuse to explain how they have come to their conclusion. The fact they have refused to explain just indicates they are in bed with Welsh water and working to protect them.

I was directed to the Consumer Council for Water (CCW) by my water company after being unable to resolve a dispute involving retrospective charges, incorrect account information and failures in the handling of correspondence.

I approached CCW expecting an independent, thorough and impartial investigation. Unfortunately, my experience has left me questioning how effectively this organisation represents consumers.

My water company acknowledged shortcomings in its account administration, including problems involving incorrect account details and returned correspondence. It also confirmed that a telephone conversation took place on 31 May 2022, during which an agreement was reached to place current and future water charges on hold. I made contemporaneous written notes of that agreement.

However, CCW concluded that there was insufficient independent evidence to establish the agreement. During the subsequent review of CCW's handling of my complaint, I was even asked whether I had recorded the telephone conversation.

I found this extraordinary. How many ordinary customers record routine conversations with their water supplier in anticipation of needing that recording almost five years later?

I had retained written notes made at the time, and my water company confirmed the call took place. Yet the absence of independent corroboration continued to be relied upon to justify CCW's conclusions. I was left questioning whether the company's original records had been adequately examined and why my contemporaneous evidence appeared to carry so little weight.

I also raised concerns about whether the water company's acknowledged administrative failures had been properly investigated, particularly the consequences for my awareness of the charges and my ability to access financial assistance.

When I challenged the quality of CCW's investigation, I received repeated assurances that the evidence had been considered and procedures followed. However, I did not receive satisfactory explanations of precisely what investigative steps had been undertaken or how my specific concerns had been addressed.

I subsequently made a formal complaint about CCW's own handling of the investigation. CCW reviewed its conduct, found no failings and declared its internal complaints process exhausted. I was then directed to my MP if I wanted an independent review through the Parliamentary and Health Service Ombudsman.

I also looked into CCW's funding arrangements. Although CCW describes itself as independent, it receives funding through Defra, with the costs ultimately recovered from water companies and their customers. While this does not establish improper influence, my experience has left me questioning how effectively CCW demonstrates its independence when scrutinising the water industry.

I did not expect CCW to automatically agree with me. I expected a rigorous investigation, fair consideration of conflicting evidence and clear explanations supported by the records examined.

Instead, I have spent months attempting to establish whether my concerns were properly investigated, only to receive repeated assurances that CCW had done nothing wrong.

The process has been stressful, exhausting and profoundly disappointing. I approached CCW for assistance with a water company dispute and ultimately found myself having to challenge CCW's own handling of my complaint.

Based on my experience, I cannot recommend this organisation.

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Thank you for your response.

Unfortunately, your reply illustrates precisely the concern I raised in my review.

My complaint is not simply that CCW failed to achieve the outcome I wanted. I have repeatedly made clear that my concerns relate to the thoroughness, fairness and adequacy of CCW's investigation, including how evidence was assessed and whether my water company's acknowledged administrative failures were properly examined.

Your response once again focuses on my dissatisfaction with the outcome rather than addressing those concerns.

I am aware of the available escalation routes. What remains disappointing is CCW's continued failure to engage meaningfully with the specific criticisms I have raised about its own investigative process.

Excellent. Olayinka Sokunbi was very helpful in securing an amicable resolution.

Angela Humphries from the CCW was really fantastic and did everything possible to help sort out our situation
much appreciative of your efforts.

Utterly pointless experience. It took CCW six months just to respond to my escalated complaint, only for them to repeat United Utilities’ version of events without challenging it, despite the information being factually incorrect.
I escalated my case expecting independent scrutiny and accountability, but CCW simply passed on UU’s response and effectively said goodbye. No meaningful investigation, no challenge, no resolution.
What is the point of CCW if all they do is repeat what the water company tells them? A complete waste of time

This institution it's very ignorant unfortunately serve in interest of the big corporation and complaining to them from united utilities it's pointless, I am escalating towards Parliamentary and Health Service Ombudsman as CCW refuse it to make proper investigation in my case and miss few very important points and because of the ignorance of their team, they are dismissive and feel like don't really care how United Utilities treat vulnerable customers.

The lady that dealt with the complaint was very helpful, courteous and knowledgable. She fully appreciated the situation that Yorkshire Water had left us in. The compensation she agreed was agreeable.

Thank you so much CCW You have been very helpful with a complicated issue with the water authorities.
I am glad we had a great outcome.!!

Do not waste your time. I referred Severn Trent to CCW. This is a box ticking exercise for them and some 14 weeks later a response came back that proved my report on a series of incidents was not read. I presume a 5 sec call to ST was made yesterday and a cut and paste series of paragraphs sent to me in response. It is questionable why CCW continue to exist when the caseworkers clear up rate is the only measurable criteria for their performance. At worst I expected CCW to go back to ST and ask them to review their responses to me but like all ‘ regulatory’ bodies , funded by the industry they ‘ chicken out’ of doing anything remotely being seen as correcting poor water company customer service and behaviour.

I note the response from CCW, clearly it seems that the broad brush comments from them do not fit the specifics of my complaint and as I said this was a cut and paste job-had I received a more nuanced reply detailing my issues and the feedback from ST I would have been more charitable. This was not the case and as it is my review stands at 1 star. Others should note the limitations of this service are primarily that they are funded by the companies themselves. This is a compromise too far and means the consumer will at all stages not be given fair and equitable treatment

CCW can cry wolf as many times as they feel necessary but in a previous encounter I was helped to an equitable solution on similar issues. This caseworker was not competent to manage this type of complexity. I have requested to make a complaint but that has gone unanswered as I thought it would

NOTHING BUT PURE TRASH UNTRAINED ITS A CLOWN SHOW.

Subject: Formal Complaint / Request for Review – Response to your email dated 12 October 2026 (Ref: 260818-000080 / 260727-000107)
Dear Mr Hood,
I am writing in response to your email of 12 October 2026. I am formally requesting a review of this case, as it has been handled appallingly from the outset. Your latest response demonstrates a fundamental failure to properly investigate my concerns, a complete lack of accountability, and clear evidence of maladministration by CCW.
I categorically reject your assertion that this complaint has been exhausted or properly dealt with. Furthermore, your claim that previous correspondence and a "deadlock letter" were sent to me on 28th July, 13th August, 17th August, and 18th August is entirely false.
1. Lack of Communication and Missing Evidence
To date, despite my repeated requests, neither CCW nor your previous advisor Deb have provided copies of the emails you claim were sent to me on those dates.
I never received any communication from CCW during that supposed timeframe, aside from an initial automated acknowledgement stating that my complaint was being looked into. Had I received any updates, correspondence, or a deadlock letter, I would naturally have responded to them. The truth is that CCW failed to communicate with me, failed to provide any evidence of work done on my behalf, and now expects me to accept your word that an investigation took place. This is completely unacceptable.
2. Failure to Address Core Issues (Maladministration)
In your email, you attempt to brush off my concerns by claiming they are the same issues raised previously. However, your office has fundamentally misunderstood and misrepresented the nature of my complaint. My case involves serious, ongoing systemic failures by Severn Trent Water (STW) that go far beyond a simple billing dispute. Specifically:
• Repeated Billing Mistakes, Distress, and Inconvenience: I have been subjected to continuous hassle, having to repeatedly contact STW to correct the exact same billing errors. You previously claimed my billing frequency is standard, completely ignoring the erratic billing cycles I have endured and complained about for a sustained period. This is part of a recurring pattern of service failures.
• Historical Failures and Systemic Issues with the Big Difference Scheme (BDS): This is not an isolated incident. I have suffered from repeated billing irregularities and "lost" credit in the past, as evidenced by my history of complaints. The fact that these issues continue to occur points directly to a systemic failure in how STW manages accounts under the Big Difference Scheme.
• Unauthorized Actions: The recent, unauthorized refund of my credit balance caused me significant distress, anxiety, and financial inconvenience. STW has failed to adhere to the flexibility promised to BDS customers, forcing me to act as an unpaid administrator for their company for over two years.
The fact that I had to restate these explicit points in my recent emails proves that my complaint was handled incorrectly and superficially from the beginning. You did not properly read or investigate my concerns, constituting clear maladministration on the part of CCW.
3. The Purpose and Power of CCW
Your email states that CCW cannot help further, cannot refer cases to adjudication, and that I must now go back to Severn Trent Water to request an adjudication route.
This raises a glaring and deeply frustrating question: What is the actual point of CCW?
If CCW has no power to resolve disputes, cannot hold water companies accountable, cannot provide evidence of its own investigations, and cannot even facilitate access to adjudication, why does your organization exist? To direct a consumer—who has already exhausted months of stress dealing with a failing water company—to go back to that same water company to ask for adjudication makes no logical sense. It renders CCW entirely toothless and redundant as an independent consumer champion.
Conclusion and Next Steps
Your handling of reference numbers 260727-000107 and 260818-000080 has been a shambles. I maintain that:
1. CCW failed to properly investigate my complaint.
2. CCW failed to provide any communication or evidence of the letters supposedly sent in July and August.
3. CCW has dismissed core issues regarding STW's systemic failures under the Big Difference Scheme.
I expect a formal review of this case by a senior manager, along with immediate copies of all correspondence you claim was sent to me in July and August 2026.

Now this is what I would call customer service !! Ola has been so attentive and helpful to achieve the outcome I needed. I really appreciate her helping me to get a solution.

Thank you

Absolutely disgraceful, not fit for purpose. These people have zero experience with consumers or customer services. They are untrained, inexperienced, rude and seem to represent the interests of the water companies. There are lots of ADRs, set up for the specific purpose of giving the public the false illusion that consumers have any kind of representation. Their sole purpose is to act as a deterrent to prevent customers escalating complaints. They do this by preset barriers to give you the run around until you give up.

We got a positive result, in our claim against Affinity Water. This started back in February this year. Been a long slog, going through all the stages. Excellent job by our claim handler Olayinka Sokunbi.

I would like to leave some very positive feedback for Angie at CCW and explain how much her support has meant to me throughout my case with Severn Trent Water.

When Angie first became involved with my case, I explained everything that had happened and the stress and anxiety that the situation with Severn Trent had caused me. What really stood out to me was that Angie didn’t just treat me like another case. She genuinely listened to me and took the time to understand what I had been going through.

I have had a lot going on, including my own health issues, and this whole situation had caused me a great deal of stress. Angie was incredibly patient, understanding and compassionate whenever I spoke to her. She always went out of her way to help me and would phone me each time rather than simply sending an email and leaving me to deal with everything myself. Those phone calls made a huge difference because I felt that someone was actually listening to me and taking my concerns seriously.

One thing that really impressed me about Angie was her attention to detail. When I explained everything that had happened in my email, I hadn’t even mentioned the money I had spent buying bottled water. With everything I had going on, it had completely slipped my mind. Angie picked up on this herself and recognised that this was something that should be taken into consideration.

Because Angie took the time to properly look at everything and didn’t just overlook the smaller details, I was able to receive some reimbursement for the bottled water I had been forced to buy. I really appreciated this because it showed me that Angie was genuinely looking at my situation and trying to make sure everything that could be considered was taken into account.

Unfortunately, the final outcome was not what I had hoped for. I genuinely believe that I should have received more compensation for everything I had been through. The amount Severn Trent offered me felt extremely disappointing and inadequate considering the stress, anxiety and difficulties their handling of the situation had caused me. I felt that Severn Trent were not really listening to everything I had explained and ultimately remained with the offer they had made from the beginning.

However, what I really want to highlight is that even though things did not go the way I wanted, Angie continued to be incredibly supportive and helpful. She understood why I felt the compensation should have been higher, but she still remained professional, patient and caring throughout the whole process.

She never made me feel that my case was simply over because Severn Trent had made their decision. Angie continued to communicate with me, listen to my concerns and make sure I understood what was happening. That meant a lot to me.

Sometimes it isn't just about the final outcome. When you are already dealing with stress, anxiety and other things in your life, having someone who genuinely listens, understands and continues to support you can make such a huge difference. Angie gave me that support.

I honestly feel that Angie went above and beyond what I expected. She paid attention to details that I had overlooked myself, she made sure things were properly considered, and she always took the time to speak to me and listen.

I cannot thank Angie enough for the support, patience, kindness and understanding she showed me throughout this whole situation. She is a real credit to CCW, and I sincerely hope this feedback reaches both Angie and her manager because she truly deserves recognition for the way she handled my case.

Even though I didn't get the outcome I believe I should have received from Severn Trent, I am extremely grateful that Angie was there to support me throughout the process. Her kindness, professionalism and genuine willingness to help made a very difficult situation much easier for me to deal with.

Thank you so much, Angie, for everything you did for me. I am genuinely very grateful, and I will always appreciate the time and effort you put into helping me. Nas

Absolutely amazing very helpful, resolved my issues with Castle Water and I got my money back. The communication was great as well they updated me with every step of the process.

Absolute shambles first email asked if we were vulnerable and whether we would do a survey at the end of process second email was survey request they hadn't done anything third email was the water company hadn't completed stage 2 complaint the water company had directed us to CCW they obviously don't read

Title: Excellent service from Angie Humphries at CCW

I would like to say a massive thank you to Angie Humphries for her help in resolving my complaint with Severn Trent Water.

After months of frustration, Angie took the time to listen, understood my concerns and genuinely made an effort to get things resolved. She kept me updated, followed through on what she said she would do and even went back to Severn Trent to negotiate a better outcome on my behalf.

What I appreciated most was that I never felt rushed or that my complaint was just another case to deal with. Angie was professional, approachable and genuinely helpful throughout.

Thanks to her efforts, we managed to reach a satisfactory resolution

Credit where it’s due. Angie is a real asset to CCW, and I’m grateful for the support she provided. Thank you once again!

I'm having an ongoing issue with SES Water. My water meter is located approximately three roads away from my property, and the meter lid requires specialist tools to lift and read.
I asked SES water whether they could provide a more suitable lid, but they refused. If I want SES water to take monthly readings, I have to pay for the service. The whole purpose of having a water meter is to allow customers to monitor their own water consumption especially when households are required to have one. Cant read my one as lid to heavy.
I contacted CCW Water Complaints to ask them to argue my case, but unfortunately they appeared to simply go through the motions, resulting in the same outcome I had already received from SES Water. The water company took no notice of their involvement.
I'm extremely disappointed with both organisations.