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Ofwat Improves Water Services for Vulnerable Customers

Ofwat sets new standards for water companies to improve services for vulnerable customers, addressing concerns about eligibility and support.

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English

United Kingdom

HealthLabour MarketUkRegulationWaterVulnerabilityBillsCustomers

OfwatOfgemConsumer Council For Water (Ccw)

Lynn ParkerAndy White

What specific measures are included in the new PSR standards?: The new PSR standards include measures to ensure accurate and up-to-date customer lists and clear communication about registering for the service. Water companies must also develop robust vulnerability strategies to meet customers' individual needs.
What is Ofwat's upcoming decision regarding household water bills?: Ofwat is set to finalize a decision on household water bill increases on December 19. Water companies' proposals suggest a potential 40% rise in average bills between now and 2030, reaching £615 annually.
How are energy and water companies collaborating to support vulnerable customers?: Energy and water firms are now sharing data on vulnerable customers signed up to the PSR to streamline support and reduce the burden on households. This collaborative approach ensures faster access to assistance during emergencies and planned service interruptions.
What new standards has Ofwat set for water companies regarding vulnerable customers?: Ofwat, the UK water regulator, has introduced new standards for water companies to better serve vulnerable customers. These standards aim to improve data accuracy, communication, and support for those eligible for Priority Services Registers (PSR).
What progress has been made and what challenges remain in improving services for vulnerable customers?: While progress has been made, with PSR registrations increasing from less than 2% to over 10% of households, Ofwat notes that much more needs to be done as 52% of households are likely eligible. The regulator is challenging water companies to improve their customer service and create a customer-driven culture.

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