We are delighted to share that Impact has been awarded a significant contract to work on behalf of the Consumer Council for Water (CCW) alongside the 19 water and wastewater companies across the UK. This accomplishment is a testament to the dedication and expertise of our Impact team, who have worked tirelessly to reach this milestone.

Background to the Project

CCW is tasked with representing consumer interests in the water industry. It helps resolve complaints against water companies and plays a crucial role in ensuring that consumer voices are considered during the Price Reviews that happen every five years. These reviews determine how water companies will operate and charge for the next cycle.

As a consumer champion, CCW is working collaboratively with Ofwat on engagement related to the water company PR24 business plans. This includes customer research which Impact has been commissioned to run on proposed water company pricing and service standards relating to matters such as water quality, supply reliability and the environment.

We will be gathering and analysing consumer opinions on the water companies’ proposed plans, as well as Ofwat’s own view on what each company should be charging for these services. This research will ensure that consumer feedback is central to future regulatory decisions and that the companies’ plans align with consumer interests and regulatory standards.

Future Prospects

Water companies face numerous challenges, such as managing resource sustainability, improving service quality, and keeping water bills affordable. As we move forward with this project, we are excited about the opportunity to facilitate meaningful change in the water sector. This work not only highlights our capacity to manage complex and impactful projects but also reinforces our commitment to ensuring that consumer interests are at the heart of public utility services.