Review Time
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 However despite communicating with me on my email, they rescinded that offer via an email to my late father who had passed away a year earlier.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!
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.
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.
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 found CCW having made an initial complaint to Yorkshire Water about the way they had dealt with and issue relating to my mothers property. The complaint was handle professionally throughout and the process was very simple to follow having discuss it with an advisor. The matter was resolved to my satisfaction which I never thought would be the case before CCW got involved
I am the treasurer of a very small cricket club in Cheshire. It is a rustic setting which functions as a village green, much loved by dog walkers, unfortunately. The first we heard of Water Plus was a threatening letter from bailiffs demanding payment of a bill we had not received for wastewater. Given that our premises consist of a large area of grass and a pavilion with a septic tank, I refused to pay. That was four years ago. Things escalated and bills mounted but this week after the intervention of CCW I have received credit notes totalling nearly £2,000 and our account is in credit. Many thanks to Imogen Marooney for sorting this out.
would like to express my sincere appreciation to Mr Philip Edwards for the outstanding support provided in handling my case against Anglian Water.From the very beginning, Mr Edwards was professional, impartial and extremely thorough. He carefully reviewed all the details of my complaint and ensured that my concerns were fully understood and fairly assessed. Thanks to his intervention, the matter was resolved in my favour, with a clear and justified outcome.What really stood out was his transparency, clear communication and commitment to protecting consumers. Throughout the process, I felt supported and confident that my case was being handled with integrity and competence.I highly recommend CCW and, in particular, Mr Philip Edwards, to anyone who needs assistance with water service disputes. An excellent example of how consumer advocacy should work.
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At CCW, we provide a free independent review for consumers who can’t resolve complaints directly with their water company. We look at how well the company has handled your complaint. You can make a complaint to us once you have completed stage one and two of your company’s complaint process and have been referred to us. If we find the company at fault, we’ll recommend actions they should take. We can negotiate but can’t enforce decisions or penalties. Some complaints we can’t help you with. For more information about this visit our website. https://www.ccw.org.uk/advice-and-support/make-a-complaint/complaints-we-cant-help-with/
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Yn CCW, rydym yn darparu adolygiad annibynnol rhad ac am ddim i ddefnyddwyr na allant ddatrys cwynion yn uniongyrchol gyda'u cwmni dŵr. Edrychwn ar ba mor dda y mae'r cwmni wedi ymdrin â'ch cwyn. Gallwch wneud cwyn i ni unwaith y byddwch wedi cwblhau cam un a dau o broses gwyno eich cwmni a chael eich cyfeirio atom. Os canfyddwn fod y cwmni ar fai, byddwn yn argymell camau y dylent eu cymryd. Gallwn drafod ond ni allwn orfodi penderfyniadau na chosbau. Rhai cwynion na allwn eich helpu gyda nhw. I gael rhagor o wybodaeth am hyn ewch i'n gwefan. https://www.ccw.org.uk/advice-and-support/make-a-complaint/complaints-we-cant-help-with/
Efallai y byddwn yn rhannu adolygiadau Trustpilot ar gyfryngau cymdeithasol, byddant yn ddienw am breifatrwydd.
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