CCW Roadmap actions
CCW has two actions (C1-C2) allocated to it in the Strategic Panel's Roadmap to a Flourishing Market. Find out how CCW is progressing with these below.
Each action is assigned a red, amber or green (RAG) status depending on its progress. The definition of the RAG status is as follows:
- Green – on schedule, no concerns OR delivered and under review
- Amber – flagged because an issue has been encountered that may or may not delay the completion of the action
- Red - delay or issue identified that is preventing delivery to schedule
| Action | Latest update | End date | Status |
|---|---|---|---|
|
C1. Define list of fields/information to be included on or with customer bills Lead work in collaboration with market participants to agree a list of fields (based on improvements from other markets including energy) to be provided by the retailer on customer bills. |
June 2025: CCW is holding its One Customer Forum on 9 October 2025. At this event it will set the expectations for a retailer workshop in Q3 25/26 at which the agenda will include a review of the best practices that contribute to an improved customer billing experience.
April 2025: CCW expects to complete a review of bill design in Q4 25/26. This will include (but will not be limited to) the retailer compliance with minimum fields defined in CPCoP. CCW will combine evidence received from business customer feedback to water companies with conclusions from Ofwat's monitoring of retailer compliance to minimum fields on bills (action: O6). |
31 March 2027 |
On schedule |
|
C2. TPI principles An accreditation for third party intermediaries (TPIs) is developed by CCW that provides confidence to customers that their TPI is operating in their best interests. This accreditation scheme might in future form part of the Customer Protection Code of Practice (CPCoP) but would not equate to a regulatory requirement on TPIs. |
June 2025: During the course of their regular discussions with retailers, which are driven by the feedback from the customers, CCW will be asking retailers for details on how their engagement processes with TPIs are aligned to the expectations set in the Customer Protection Code of Practice (CPCoP).
April 2025: CCW will monitor how the principles are impacting business customers through complaints and alignment to action O4 on Ofwat. |
31 March 2029 |
On schedule |
For more information on how other stakeholders are progressing with their actions, please follow the links below.