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: Yorkshire Water
Ofwat and CCW commissioned this research into the October/November 2023 Yorkshire Water supply problems in Goole: Low pressure and no water. |
Incidents research Blue Marble report on Yorkshire Water incident | April 2024 |
| 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 | 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 |
May 2022 |