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An independent arbitrator may also make a decision about a complaint. An example of when this might happen is if a water company asks you to pay for a meter to be installed and there's a disagreement about the cost or where it should go. Complaints about water quality and the environment All water companies provide support and financial assistance to customers who are struggling to pay their bills. We want to help the industry understand where to focus its attention to meet the challenges that people are facing. Companies have been working to improve this financial assistance.

Companies will need to continue to improve how they engage with their customers as financial situations worsen. They will need to focus on improving the awareness of financial assistance, including targeting their communications, where necessary. In addition, they should continue to deliver our recommendations and identify new ways to enhance support and increase the uptake of this assistance. The trends for trust in England and Wales are upwards over the long term but flat or downwards over the last five years. If you’re unhappy with how CCW managed your complaint, you can ask your CCW caseworker, or their manager, to arrange a formal review of your complaint. Help with getting in touch You can use the Water Redress Scheme (WATRS), to try to get your complaint resolved. An independent adjudicator will review the evidence from you and the water company, then make a decision about any redress or compensation that should be paid to you.

Although levels of satisfaction are high in some areas, there is evidence to suggest that satisfied customers are generally becoming ‘less satisfied’ across the board. We explore this in more detail later in the report. Key highlights 2 S66 The development of market codes, and some charging issues in the lead up to competition widening out to all non-household customers; CCW has supported the companies’ work in this area. We’ve ensured additional measures to support customers through the cost of living crisis were implemented. Our One Year on Report summarised the progress achieved since the publication of the recommendations in our independent review of water affordability. We will continue to work with companies to make progress. 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

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We may formally investigate your complaint if your water company did not resolve it though its procedures. We may find that what your water company did was correct. It may have acted in line with regulatory requirements. We will explain this to you if that is the case. How you can complain In recent years, broadly speaking, the trends in customer views and preferences have been relatively flat. Although levels of satisfaction have been high in some areas, this year’s data suggests that people are becoming more negative – evidenced, in part, by the shift in ‘very’ satisfied customers to ‘fairly’ satisfied customers. Within this context, there has been an increase in both the number of people with affordability concerns and those whose finances have worsened over the previous 12 months.