DJS Research have been carrying out the Water Matters survey in its current format, and on behalf of CCW, since 2011. In this survey a representative sample of water bill payers from households across England and Wales are asked for their views and experiences of their water, sewerage services, and related charges.
Although this annual survey has been established for well over a decade, we have been asking customers for their views on some of these key issues since 2006.
Overview of methodology:
- This year’s survey consisted of 4,254 telephone interviews with household water bill payers.
- Fieldwork was undertaken between 8th July and 18th December 2024. For this reason, although published in 2025, the data refers to 2024 throughout.
- A minimum of 200 interviews were carried out with each Water & Sewerage Company (WaSC) and 150 with each Water only Company (WoC).
- All companies were given the opportunity to boost their sample. In 2024, three WaSCs and one WoC opted for this, and their sample size is larger as a result.
The questionnaire used in the May 2025 survey was similar to that of previous years, with some minor changes to wording and omission of questions no longer deemed relevant. Reappraising this annual survey, and making necessary edits, ensures it addresses emerging issues which may be of interest to water customers as well as those which remain ongoing.
The findings for each WaSC and WoC are detailed within this report on a question-by-question basis; they are also published in full on CCW’s website on a company-by-company basis.
