Ofwat/CCW: Spring/Summer 2023 Thames Water Camberley odour incident

Continuing our work on Ofwat and CCW’s incidents research programme, we conducted research with customers in Camberley who were affected over the summer of 2023 by an odour incident at a Thames Water sewage treatment works. The report highlights the importance of putting customers at the heart of incident resolution. Read the full report here:

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Ofwat/CCW: July 2023 Boil Water Notice in the Anglian Water region

As part of Ofwat and CCW’s incidents research programme, we spent time last summer conducting research in rural Lincolnshire with customers affected by a Boil Water Notice issued by Anglian Water. Our findings highlight some important steps the water industry should consider with supply interruptions. Read the full report here: For more information about

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Ofwat/CCW: June 2023 water supply interruption in the South East Water region

Last June, we were commissioned by Ofwat and CCW to conduct research with household customers of South East Water, to understand their experiences of recent supply interruptions. Our report establishes what these customers’ expectations of water companies are when supply interruptions occur and how well these were met by South East Water. Read the full

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UKWIR – Customer behaviour change campaigns on blockage reduction

We spent much of 2023 reviewing the water sector’s behaviour change campaigns around blockage reduction, on behalf of UKWIR, the water industry’s research body. With the help of some brilliant behaviour change and campaign experts from outside the sector, we’ve made a series of recommendations on what water companies need to do to make their

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