CCW escalation checklist

Use this when the water company has not resolved a billing or service complaint.

Before contacting CCW, collect:

- your name and contact details
- account number and supply address
- water company and wastewater company, if different
- complaint reference number
- date you first complained to the company
- latest company response
- what you asked the company to do
- why the response does not answer the evidence
- copies of the disputed bill and previous bill
- meter readings and dated photos, if relevant
- leak report, repair invoice, or plumber note, if relevant
- surface water drainage evidence, if relevant
- affordability or support request evidence, if relevant
- notes of calls, dates, names, and promises made

Write a short summary:

1. What happened?
2. What evidence do you have?
3. What did the company say?
4. Why is that not enough?
5. What outcome do you want?

Keep the complaint focused on the household issue. Wider company performance data can be useful context, but CCW will still need your own evidence.