CCW Reviews 353

I cannot thank Angie Humphries at CCW enough for the support she gave me during an incredibly stressful and overwhelming situation.

From the very beginning, Angie showed genuine care, patience, and a deep understanding of the impact this issue had on me. What truly stood out was her determination to advocate on my behalf, she didn’t just process my case, she fought for it. Thanks to her persistence, my compensation increased from £90 to £170, which made me feel genuinely seen and supported.

Throughout the entire process, Angie kept me informed, explained everything clearly, and handled everything with such professionalism and empathy. At a time when I felt quite alone dealing with everything, she brought reassurance and clarity, which meant more than I can put into words.

Angie is a true asset to CCW. If all customer service were like this, things would be very different.

Thank you so much, Angie, I will always be grateful for your support.

You made a difficult situation feel manageable, and that meant everything.

My advisor, Michael, was professional, friendly and extremely helpful. He explained the process and was supportive throughout.

CCW refused to intervene, alleging that they simply are "unable to force a water company to do anything they are not willing to do", even when water companies act unfairly and breach the law (Water Industry Act 1991, the Consumer Rights Act 2015, Ofwat Charging Rules, and Standards of Conduct). What's the point in CCW then? Furthermore, the Water Redress Scheme WATRS transferred its responsibility of reviewing escalated complaints to CCW in December 2023. So, CCW simply refuses to take on their new responsibility and do their job! They didn't even offer me the option of independent adjudication. CCW is nothing but public facade. Allegedly defending consumers, whilst in reality they remain heavily biased towards water suppliers, even when their conduct is unfair or illegal.

Good Communication. I have received useful advice on how to take my case forward using the appropriate terminology. It has been a lengthy drawn out process liiasing with Thames Water dealing with their misleading statements and seeking the truth.
When I have spoken to CCW they have been good at listening and understanding my concerns. Today, Deacon phoned me to make me aware that my case would be progressing and would shortly be assigned to a case handler. He was very professional and I felt reassured that I had been listened to and my concerns were taken seriously and being addressed.

After an awful experience with Anglia Water i was put in touch with the amazing Angie following my request for support. She was both professional and polite whilst expressing that she understood my perspective and was able to speak to Anglia Water and whilst i did not get a full refund she was able to facilitate an acceptable refund. This was my first time using this service and i was impressed as the process was fairly straightforward and the communication thought was appropriate as i felt informed and included. I would say that i would use again but hope that i don't have to.

After speaking to CCW and having to re explain what the issue was, and being told she fully understood why I was unhappy, she then backed TW and sent another generic response. Leaves me feeling like we, the general public have no way of receiving fair treatment by these big organisations. CCW is just another ‘lip service’, which gives the impression of looking into issues on behalf of the consumer.

A bigger waste of time than dealing with the water company, and thats saying something!

All the CCW were successful in doing was aiding the water company in mishandling the complaint and actively encouraging them getting away with GDPR breaches, incorrect billing, harrassment and attempted blackmail.

Based on the CCWs acceptance of not only the water company's behaviour handling my complaint but also their willful ignorance of CCWs apparent contact, I do question if the CCW has financial interests in the water companies, or if the water company actually ignored them as they aclaimed.

I had no trust or confidence in how things were handled. It seemed to be a case of, we popped them an email, we tried. Sorry. Now go away.

I had to continuously repeat the issues, speak with several different people and chase for a response. I wish I hadnt wasted my time on a company like this. Their only interest is protecting the water companies. Don't let their claims on their website fool you.

I was contacted by a lovely Irish (I think) man called Dave who was unbelievably helpful. We had no water for 24 hours due to 3 burst mains near us. Anglian water, when contacted, said “the algorithms” said we did, even though they delivered water to us 30mins before the water came back. I contacted CCW and a few days later I got a call from Dave. He said to leave it with him and he would be back in touch. Within a couple of weeks we had an email from Anglian Water confirming a payment due to there being no water and a further payment for the delay. Dave called me back to confirm the payment (which should be deducted from my bill) and I cannot thank him enough for what he has done. Well done Dave and CCW a big thank you for your hard work on our behalf.
From the Fowler family

They are still not telling me what I use daily they say 140 litres a day ridiculous
I have now paid because I have heart problems
They will not give me a reading over the phone and cost of that
I have 2 showers weekly

The Clarity of your Form.

Kindly remember, with God's Wishes I maybe 92 on 27/3/2026. I have NO Support and not IT AWARE.

I FAILED TO ANSWER your FINAL QUESTION requiring Detailed Correspondence, I Have that IN my LAPTOP for your Information as and when Requested, I just DID NOT KNOW How to Respond in that SPACE!
Yours Respectfully Brian Little 260302-000122

I have recently been in contact with CCW and in particular the agent dealing with my complain, Phillip. Who was extremely helpful and professional whilst dealing with my complaint.
Thank you
Mr G Singh

All Jake from CCW did was repeat exactly what Thames Water have been saying and didn't actually provide any useful advice or help.

CCW were very supportive when I contacted them recently relating to issues with Severn Trent Water. I highly recommend their service. 10/10

Imogen from the CCW has been amazing in helping us with the water company water Plus. After months of going back and forth with their complaints department, we finally contacted the CCW and Imogen helped resolve our main issue with water plus. She kept us informed each step of the way and showed kindest and understanding throughout the whole process. Which we really appreciate. She also was super efficient in getting back to us and answering any questions we had. Thank you!

Over the course of 6 months Thames Water attempted to repair a single leak of a neighbouring property that went round in circles preventing access to my garage, digging up the same hole several times and then not reinstating things correctly on private land. This was referred to CCW who made contact on my behalf using expertise surrounding the legal obligations and framework that Thames Water were required to use.

This has resulted in rectification of a number of issues (too many to list here) and compensation to cover expenses incurred to repair things properly. Through out the process, CCW have kept me informed of the steps that they were taking to ensure a resolution by Thames Water. Shahzaib, my caseworker was thorough and helpful throughout the process.

I was kept informed at each stage of my complaint, got some compensation from Thames Water and received clear explanations from the CCW of how things were moving forward. I appreciated how the CCW made it clear that everything is evidence based. If you have photographic evidence etc you have a chance. If not, and it it just your word against theirs, you won't have a case. Obvious but needs repeating. Nick Smith kept me informed and worked hard to resolve my issue. It was great to know that there were capable people on my side.

Jon, who handled my case and works with vulnerable customers, was outstanding from start to finish. He didn’t just resolve the immediate problems with Anglian Water — he actively pushed for long-term improvements, including better staff training going forward so the same issues don’t happen to other customers. That level of care and accountability is rare.

Thanks to Jon’s work, he secured over £700 compensation for me, which made a huge difference. More importantly, he was consistently kind, professional and easy to work with. He always dealt with things promptly and kept me updated, even when there wasn’t a major development — I was never left wondering what was happening with my case.

I felt listened to, supported, and taken seriously throughout the entire process. CCW should be proud to have someone like Jon representing them.

We used CCW to assist us with a dispute with Anglian Water. Anglian Water put in writing that my elderly mother would benefit from a surface water discount (this is something you have to apply for since the company actually charges all households for rain that falls on the surface of your property arguing it will eventually enter their sewers and need treatment). However despite communicating with me on my email, they rescinded that offer via an email to my late father who had passed away a year earlier. This caused my mother to go overdrawn (since we hardly can access his emails). I informed Anglian Water in plenty of time but they ignored us even though later after an investigation they awarded the same credit for the discount anyway.

There was a limit to what CCW could do and can do, however we can leave a review based upon experience and experience is generally linked to an individual representing the organisation. We dealt with Mr Wazir. He was(is) highly attentive to detail (an excellent trait) and composes effective arguments that made Anglian Water pay attention. Of course we didn't really achieve much as our Governments (perhaps we need a new party?) do not give CCW the powers that an individual such as Mr Wazir would otherwise have put to great use in defending the public from the arrogance of the water companies. But we enjoyed Mr Wazir's conversations and reading his emails he sent to Anglian Water on our behalf. An excellent job!

I would like to sincerely thank the Consumer Council for Water (CCW), and in particular our caseworker, Olayinka, for the support provided throughout what has been a long and complex case.

From the beginning, the communication was clear, respectful and professional. Olayinka took the time to listen carefully, understand the background of our concerns, and ensure that the case was handled fairly and with empathy. Throughout the process she remained approachable, friendly and highly professional, and it was clear she genuinely wanted to help us reach the best possible outcome within CCW’s remit.

Although the case ultimately reached deadlock and now moves to the next stage, we felt supported and treated with courtesy at every point. We especially appreciated the extra effort made to try and secure further progress before the matter concluded.

We are very grateful for the time, care and professionalism shown, and we would happily acknowledge the value of the service CCW provides to customers navigating difficult situations.

Thank you again for your help.