MOSL has published its response to CCW’s Draft Strategy/ Forward Work Programme 2026-27, setting out our views on the commitments that directly or indirectly impact the business retail market and business customers.
We reiterated our support for CCW’s commitment to resolving 80% and 95% of complaints within 20 and 40 working days respectively and encouraged CCW to publish its performance against these targets to support greater transparency.
We also highlighted opportunities to improve transparency in complaints assessments with retailers and for CCW to commission an independent review of its own complaints-handling processes, particularly in relation to business customers.
We encouraged CCW to recognise the significant differences between the English business water market (1.2m customers) and the Welsh market (around 170 >50Ml/year customers) when reporting business customer complaints and broader satisfaction measures. This will help ensure fairer comparisons and a more accurate understanding of the issues affecting business customers.
We also asked CCW to clearly distinguish which commitments apply to all customers and which relate solely to household customers.
We look forward to continuing to work with CCW to improve outcomes for customers in the business water market.
You can read our full response here.
If you have any questions, please email
