CCW Reviews 345

I had been in a stuttered dialogue over a costly leak with Thames Water since the beginning of December 2024. Thames Water stated they had exhausted my complaint and referred me to the CCW to take this further. Whilst I still need the help of CCW to acquire answers to a couple of queries I have, they were instrumental in resolving a Leak Allowance calculation as I had assessed Thames Water had got theirs wrong. I was able to arm the CCW with relevant information and their representation in my behalf, following helpful telephone discussions and emails, resulted in Thames Water going back to the drawing board to re-calculate the figures which they provided to the CCW and which I checked and calculated to be correct. In short, Thames Water chose to deal with CCW in preference to me and CCW came up trumps.

CCW seem not to have any teeth whatsoever and I wouldn't waste your energy. The whole process is drawn out and ccw go along with Water company , I would not recommend that other customers use ccw , a complete waste of time as all they basically do is get your side of the story then get confused about it all and get the water companies side of the story and agree with it and that's it

Thank you for your reply.
I appreciate that CCW may not have the power to force water companies to act. However, the purpose of CCW is to advocate for consumers and ensure complaints are fully investigated. In my case, this did not happen.
Despite clear evidence of overcharging spanning 20 years, CCW accepted the water company’s decision to reimburse only five years without providing a proper explanation or challenge. No independent assessment was carried out, and no meaningful support was offered.
A public body whose role is to support consumers should ensure accountability, transparency, and fairness. Unfortunately, in this case, that did not occur.

Submitted complaint October. No immediate response. Email request for update November, no reply for several days, then a phone call telling me casework and replies had been sent/received and that I'd a] get a phone call next day and b] the water company would have to respond with accurate information and monetary recompense.

No phone calls since then. Utter silence.
No emails since then. Utter silence.

Meanwhile water company has overhcarged us by at least £900 thanks to reading wrong meter for many many months.

So far very underwhelmed..

After having received a very poor service from Dwr Cymru, CCW took up my case for me in a very professional and caring way. Despite the outcome of adjudication not being good and despite untruths on the part of the water company, the way CCW dealt with my case was exceptional.
So well done them

I don’t feel listened to by CCW.

It seems yorkshire water can claim whatever charges they like. They haven’t justified their charges at all.

I had hoped CCW would help, instead they seem to take copy and pasted figures as facts. “You must owe this because that’s what yorkshire water say”

They haven’t assessed the situation fairly or objectively whatsoever.

They have allowed Yorkshire water to bulldoze a vulnerable adult.

Nice. Thanks for the help.

I would like to thank Angie so much for all her help. She has been so so kind and polite to me. Angie had answered everything I needed to know to solve all my problems. And she was very understanding. And she had answered everything I needed to know and been such a big help please keep angie as star of the month I think she absolutely deserves this. Please keep angie on she is the best supporting advisor. Please thank angie so so much for all her help again she is the very very best.

Kind regards
Linda lynott

Thames Water had made mistakes with our account and seemed organisationally incapable of engaging with us. It was only when we contacted CCW did we actually get answers. It was relatively straightforward to contact CCW, and they kept in touch throughout the process. Without CCW’s involvement I’m fairly sure that Thames Water would still be ignoring us.

Ella Wedgwood at CCW has been exceptional in supporting me with my complaint to TW. She has been incredibly kind, patient, and approachable throughout the process, always taking the time to explain things clearly and ensure I felt supported. Alongside her warmth and understanding, Ella is highly professional and extremely knowledgeable, giving me confidence that my complaint was being handled properly. She has made what could have been a very stressful situation much easier, and she is a real credit to CCW.

I don’t feel listened to, there were 3 main things that were done by South East Water that were illegal…
1. Miss sold insurance with Homeserve
2 .Issued with a W4 when I wasn’t at the property (with the wrong address on), the W4 is a legal document that should have been given to me personally and several checks in the house should have been done.
3. I was never sent the recorded conversations that I had with South East water even though I asked for them several times and it is a legal requirement.

I reported the leak on July 11th and they didn’t return to confirm it was my leak until 26th July so lots of water was wasted and they thought they were doing me a huge favour paying for this water and that it was part of my compensation even though the water loss was their fault. The CCW didn’t seem to think this was important

How can this company get away with not fulfilling legal requirements? I’m amazed and shocked by the lack of support and lack of proper representation by CCW.

Great experience with Baba who offered up his time trying to resolve my complex issue.
He went out of his way trying to find the solution by sharing his knowledge/ the information I needed, so he could better understand my problem.

Baba’s authenticity puts people at ease right away as he shows such a great understanding of disappointed customer's needs.
He actively listen to what client’s needs are and how best to meet them while always being customer focused and at the same time professional and following Company’s policies and procedures. Thanks

Philip assisted me with a long standing issue with Thames water. He was helpful, professional, and knowledgable at all times. A real star!

The CCW representative carefully took details of our complaint and progressed it through. She achieved more than I had been able to and now consider that matter has been very fairly dealt with thanks to the representatives knowledge and attitude. Do use this consumer body to ensure you get a fair result.

I was referred to CCW by my supplier Castle Water, regarding over charging of water to my business of some £6000 over 4-6 months. As a consequence, we have the same bill for sewage. Castle Water seemed quite happy to refer me to the regulator and having had CCW's response, I see why. CCW have just regurgitated the responses from Castle Water and have made no logical challenge to how on earth, a small business can be charged such astronomic amounts for a company with 5 staff, 3 toilets, 3 sinks and an outside tap!
Unless you have cast iron evidence to present, CCW seem not to have any teeth whatsoever and I wouldn't waste your energy.

I had raised a complaint to Thames Water (with multiple chaseups over many months) who handled it ineptly without bothering to fully understand the case. I then referred the case to CCW.

I got a quick acknowledgement from CCW. The case officer assigned listened to ensure they understood the complaint properly. They then followed it up with Thames Water with detailed questions, which were responded to. I was never able to get such a response from Thames Water directly. The case was subsequently resolved, with compensation paid.

Thames Water performed poorly. However CCW were very helpful in being able to facilitate a resolution to my case. If CCW were not there, customers with complaints that Thames Waters chooses to ignore would have few options.

I have seen the negative reviews and I am actually very surprised. My experience with CCW has been brilliant and I wish to give special to thanks to Philip as his service was excellent. I have had a problem with Severn Trent for months and he got further in 5 minutes than I have in months of ignored communication from my water company. My confidence is high that if I should need their help again in the future that my experience will be the same.

The whole process is drawn out and ccw have basically gone along with Cambridge Water, I would not recommend that other customers use ccw , a complete waste of time

My advisor at CCW was Philip Edwards, he was always courteous, professional, efficient and kept me up to date at all times. I felt that my complaint has been considered correctly and fairly. Thank you for your support.

CCW is funded by the tax payer and have no power whatsoever with the water companies all they basically do is get your side of the story and get the water companies side of the story and position and that's it! They can't ask or force the water companies to do anything only Ofwat can do that and you need to jump through the CCW and then arbitration hoops first before going to Ofwat. So in summary a complete waste of time and waste of tax payers money.
Update. Their response says its not funded by the tax payers? But then they say its funded by Water customers who are actually tax payers they arent very bright...what a waste of money the CCW is.

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.