CCW Reviews 345

Absolutely useless and pointless organisation. My 1st caseworker was excellent, then went on leave. His colleague hoisted the white flag to relevant water company even before contacting them! He contradicted everything the 1st caseworker told me, then when I tried to record a Complaint in accordance with their own protocol the call handler refused to take the complaint! Worse than useless, what a waste of scarce public resources that allows water companies to act like the maverick corporate crooks they are.

I was kept informed but the process achieved nothing.

Did not keep to timescale, had to be chased, and in the end just agreed with the water company. Complete waste of everybody's time.

Communication was good, with regular updates. My complaint was about Severn Trent Water charging me for waste water treatment while continuing to pollute our environment while financially rewarding it's negligent CEO and greedy shareholders. My complaint was rejected, and CCW supported Severn Trent, whcih continues to pollute.

I was able to get justice for the injustice I got from my water supplier. All thanks to CCW. I appreciate the support, customer service was also in touch while looking into my complaints. Well done CCW, you are doing a good job 👏🏾

I cannot understand why this organisation exists in view of it's limitations

Pleasant enough staff but a paper tiger. A consumer body with no teeth, no power and hence no means of acting effectively on behalf of consumers. In my specific case they merely accepted whatever Severn Trent Water told them (without asking for or receiving evidence) which merely resulted in an utter waste of time for all concerned. Sorry, but 0 stars.

What a waste of time . Thames water fully in wrong & they done nothing. Long story to put on here.

Baba was thorough and dedicated in bringing my case against Yorkshire Water. He told me they are one of the hardest companies to take action against even though my case was solid, but he would try his best. He eventually got them to admit liability for their poor mains repairs, causing noise and damage inside our house. They have now agreed to reimburse my out of pocket expenses. Well done

Not helpful at all.
Ignored clear evidence and I would suggest they are not impartial.
We were given 30 days notice by Anglian Water to repair a leak in our supply line that we never had.
We subsequently had to replace our supply line as no leak was detected.
It was clearly evident that we never had a leak with the meter data showing zero hourly usage two days after being informed by Anglian Water that they thought we had a constant flow leak.
This was further evident by the readings spiking even higher immediately after replacing the supply pipe for over 24 hours, clearly not caused by a leak.
Our specialist contractor gave a written testimony that there was no leak detected in our supply line.
The meter had been giving erratic fluctuating overnight readings with huge spikes in usage since it was installed and after we replaced the supply line it took 11 days to show accurate usage.
This clearly shows that the issue was a minor sensor/pressure issue since the new smart meter was installed that could have easily been resolved and not a leak which if it had been would have resolved the meter readings immediately after replacing the supply line.
The CCW concluded that we had a leak even though the evidence was clear that we did not and tried to say the dispute should be between us and our contractor and would not refer our case to the independent adjudicator.

"I would suggest that all of the information provided by Anglian Water to CCW, confirms that there was a leak and that the action taken by your contractor resolved the issue. The costs charged by your contractor are between you and your contractor and CCW would class this as a private dispute. This is out of scope for referral for adjudication/ DRO and this is no longer relevant to you and won’t be considered."

An ongoing leak cannot show zero hourly usage and could not continue after a new supply line was installed let alone spike up to 48 litres per hour for 24 continuous hours.
Our contractor completed the job he was paid to do, our dispute is with Anglian Water falsely claiming we had a leak and we shall be taking the matter further as you clearly did not acknowledge the clear evidence you were provided with.

Yinka was very helpful. Followed through with Thames water and made sure my complaing was resolved quickly. Didn't think it was gonna be possible, have been waiting for my complaint with Thames water to be resolved for 36 months and Yinka was able to push it through and get it done in a couple weeks.

Excellent staff who prepared my case against Thames Water thoroughly.
They understood the injustice, kept the refund to a point that my paperwork and bills were in order. More importantly the lies and deception was put at bay.

I'd like to thank the CCW for taking up my case and resolving an issue with my local water company who were insistent on fitting a water meter within my property boundary simply because it was less work for them. The CCW was able to establish that the original justification provided by the company for moving the meter was baseless, and could not be evidenced by survey work which the company said it had undertaken. After several exchanges of letters, I contacted CCW who took up the case and diligently dealt with the company until they fitted the meter in more or less its original position. My case handler (Philip) was excellent, listened, took on board everything and kept me regularly updated on case progress. Couldn't be more satisfied - well done CCW !

CCW definitely achieved a better result from Welsh Water who had clearly made a major billing error. It is a shame that Welsh Water would not ultimately accept responsibility for the issue they had caused. I cannot fault CCW's response and the additional compensation they gained. I still feel let down by Welsh Water who should have paid compensation in full rather than only a proportion of it.

After 8 months of trying to sort out a problem with Thames Water I contacted CCW and supplied them with all the details and correspondence. They understood what I was asking for and were able to sort everything so that Thames Water admitted their mistakes and corrected their records and paid some compensation.

It seems to me from my own experience that despite evidence clearly proving my side of the dispute, & constant inconsistencies by the wayer company that CCW has no teeth even though they claim to be a body to represent consumers. Moreover that they instead side in favour of the water companies. I was actually advised this would be the case prior to raising my complaint with CCW. My experience has proved the advice I was given as being the case.
I'm now pursuing the case further through another consumer body that CCW has provided. Going to them is in truth, just a box ticking exercise until they are given the teeth to hold water companies to account

Following much correspondence with UU we reached an impasse. I invited CWW to take a look at the situation. Philip remained calm and present throughout. Updating comms were clear and concise. We achieved a positive outcome however, should it have been negative I would still have appreciated Philip's input.

As with all complaint procedures the process was always going to be laborious and frustrating (mostly due to the water company itself) but thanks to the agent who handled the call today for doing everything he could, explaining things clearly, giving us next steps and best advice. I really appreciate his kindness and professionalism - thank you very much.

Although it was the outcome I had hoped for the gentleman dealing with my case was very helpful and did all he could.