Customer experiences

Our research in this area seeks to understand customers’ experiences when receiving water and wastewater services, as well as when things go wrong. 

Topic

Key materials

Date

Incident response: Thames Water

Ofwat and CCW commissioned this research into the Spring/Summer 2023 Thames Water Camberley Odour Incident.

Incidents research Blue Marble report on Camberley sewage treatment works

Incident research 3 discussion guide

Incident research 3 intercept guide

January 2024
Incident response: Anglian Water

Ofwat and CCW commissioned this research into the July 2023 water boil water notice in the Anglian Water region.

Incidents research Blue Marble report on Anglian Water boil water notice (main report)

Incident research 2 Blue Marble discussion guide –  depth interview

Incident research 2 Blue Marble discussion guide –  focus groups

Blog post: Ofwat and CCW research into Anglian Water incident response

November 2023
Incident response: South East Water

Ofwat and CCW commissioned this research into the June 2023 water supply interruption in the South East Water region.

 

Incidents research Blue Marble report on South East Water supply interruption

Incident research 1 Blue Marble discussion guide – depth interview

Incident research 1 Blue Marble discussion guide – focus groups

Blog post: Ofwat and CCW research into South East Water incident response

November 2023
Sewer flooding

This is qualitative research with people who have experienced sewer flooding inside or outside their homes. The Ofwat and CCW report sets out challenges faced by people when they experience sewer flooding and how wastewater companies can better support people in this situation. 

The BritainThinks report sets out the findings in more detail. 

Customer experiences of sewer flooding: A joint report by CCW and Ofwat 

Profiadau cwsmeriaid o garthffosydd yn gorlifo: Adroddiad ar y cyd gan CCW ac Ofwat  

BritainThinks report on sewer flooding experiences  

BritainThinks sewer flooding – discussion guide for interviews 

BritainThinks sewer flooding – discussion guide for workshops  

BritainThinks sewer flooding – slides for workshop 

May 2022