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Water watchdog CCW has set out its objectives and campaign priorities for the coming three years as it works to redefine its role in the sector.
The organisation said its strategy for 2021-24 will make it a stronger advocate for consumers and a partner for positive change in the sector.
Chief executive Emma Clancy said of the draft plan that the aim is for people to see a different level of energy and engagement from CCW – with a constructive tone, clearer role and its own agenda of specific campaigns and goals.
Under the umbrella mission of securing a fair deal for water consumers now and in the future, the organisation has five objectives:
- Affordable water for everyone
- Climate-resilient water and sewerage services for present and future consumers
- Services shaped by the views of consumers
- Services that meet everyone’s needs
- Effective and easy to follow complaint processes
To deliver on these goals, CCW’s has set four strategic campaigns:
- To end water poverty
- To be a voice for complaints
- To end sewer flooding
- To raise awareness of available help
In light of economic struggles relating to the pandemic, CCW wants to ensure water companies can offer financial support to billpayers and make water affordable for all.
It hosts workshops for water companies and retailers to share best practice around handling complaints and preventing mistakes from being made. Clancy told Utility Week in November that the organisation would be taking a more proactive role in resolving issues. She spearheaded the work to reposition CCW as part of the solution as well as pointing out problems.
The organisation wants to raise its own profile to make its services visible to more consumers and reduce frustrations between billpayers and companies.
At the end of last year CCW launched a manifesto to raise awareness of the assistance available to vulnerable customers and change how communications between companies and billpayers are undertaken to ensure a positive experience.
A consultation for the proposed plan will run until February ahead of the publication of the strategy.
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