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The water industry in England and Wales is currently working to put in place a new Alternative Dispute Resolution (ADR) service.

Water companies have listened to their customers over the last year and looked to ensure their bills for 2015-2020 will be as low as possible, while also continuing to invest so customers can count on safe, reliable water and sewerage services.

In the year ahead water companies will provide a package of measures worth more than £40 million to support customers who are struggling to pay or in debt.

The Water Bill has completed its progress through Parliament and will soon become the Water Act. A government amendment was introduced in the House of Lords to provide incumbent water companies with a mechanism to exit the non-household retail market, subject to the consent of the Secretary of State.

Water customers in England and Wales can now go to an independent adjudicator if their complaint has not been resolved by their water company and after intervention from CCWater.

Water UK has welcomed a substantial fall in complaints to water companies published in CC Water's Annual Complaints Report.

From April customers in England and Wales can go to an independent adjudicator if their complaint has not been resolved by their water company or after intervention from the Consumer Council for Water.

The European Commission is considering whether or not to carry out a full review of the Drinking Water Directive. However, it is vital that new standards are not set without robust evidence to demonstrate that they are necessary.