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S27G Power to publish information and advice about consumer matters – (subject to certain conditions) gives CCW the power to publish advice or information about consumers’ matters or consumers’ views where it would promote the interests of consumers. In the event that the matter is frustratingly still not resolved, you have the right to complain to the Consumer Council for Water (CCWater), which is independent from your water and sewerage company. of customers in England and Wales are satisfied with their water supply, which has been a flat trend over the last 12 years. In the last five years, there have been some sharp changes in the general economy. However, over this time, the trends in both the number of customers who feel that their bills are affordable, and those who feel that their bills are unaffordable, has generally been flat. Figure 1: Percentage of customers who feel that bills are unaffordable If you remain unhappy even after you’ve sought help from CCWater directly, you should go through CCWater’s complaints procedure.

In this report, we highlight the main changes so that companies can ask themselves whether they are targeting the right information to the right people. We would like the companies to come together to share their own experiences, especially their best practices, so that the industry as a whole can improve and nobody is left without support. S27H Provision of information to the Council – (subject to certain conditions) provides for CCW to request information from the Authority, undertakers or licensed water suppliers. People’s experiences and perceptions of the service provided by companies over the last 5 years is, in many cases, less encouraging than if we look at the 12-year trend 5. This could be the result of a worsening economic climate, the recent negative publicity around storm overflows as well as changing expectations of companies. The most significant differences include: If you wish to refer a dispute to us for determination you should submit your complaint via our online form or send a hard copy to:

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of people agreed that their water company cares about the services that they provide – which is higher than 63% in 2021, but not a significant change. A clear description of what the complaint is about, including any details around costs, plans, copies of quotations, photographic evidence (where relevant) and relevant correspondence

S27B Co-operation between Council and other authorities – requires CCW to agree a memorandum of understanding with the Authority (Ofwat), the Secretary of State (Defra and DWI) and the Welsh Government. Relay UK - if you can't hear or speak on the phone, you can type what you want to say: 18001 then 0121 345 1044 If your water company fails to reply to your written correspondence within these 10 days, you are entitled to an automatic credit on your account under the GSS. Awareness of the extra help offered to people in vulnerable circumstances through water companies’ Priority Services Registers has fallen, from 49% in 2021 to 47% in 2022. (Not a significant change.) If you have a problem with your water or wastewater services, first you will need to follow your water company’s complaints procedure. If your complaint is still unresolved, the Consumer Council for Water should be able to advise.

About 50 per cent of customers who use the calculator have been able to identify possible savings from making the switch to a meter. S27D Acquisition and review of information – provides for CCW to obtain and keep under review information about consumer matters and the views of consumers.