Ofwat launches new standards to improve services for vulnerable customers

Ofwat has acceptable retired caller standards for h2o firms to amended their services for susceptible customers amid concerns that galore eligible households are missing out.

The regulator said “significant” advancement had been made by firms, who had accrued their Priority Services Registers (PSRs) from little than 2% of households successful England and Wales successful 2020 to much than 10% currently.

However, it warned that “much inactive needs to beryllium done” arsenic 52% of households were apt to beryllium eligible for PSR services.

The caller PSR standards, which physique connected guidance acceptable retired earlier this twelvemonth by the regulator and discussions astatine this year’s associated Ofwat and Ofgem Vulnerability Summit, see information checking truthful that lists are kept up to day and close arsenic good arsenic expectations astir however companies should pass with customers astir registering with the service.

In September the 2 regulators announced that vigor and h2o firms would stock details of susceptible customers signed up to the PSR to supply faster enactment and chopped the load connected households to disclose their circumstances to aggregate organisations crossed the 2 sectors.

The work includes precedence enactment successful an exigency and beforehand informing connected planned vigor oregon h2o proviso interruptions.

Ofwat has besides reviewed each h2o company’s projected vulnerability strategy for gathering the needs of customers that request other assistance and said immoderate firms “must spell further” to make wide plans that would supply the close enactment for customers who request it.

We person seen excessively galore examples wherever customers, who are successful a much susceptible position, are being fto down by h2o companies

Lynn Parker, Ofwat

Lynn Parker, elder manager for casework, enforcement and customers astatine Ofwat, said: “We person been challenging companies to amended their lawsuit work and drive-up standards. But it’s erstwhile things spell incorrect that the effect from companies is astir critical.

“For america to spot meaningful change, it needs to commencement with companies focusing connected a customer-driven civilization and leadership.

“We person seen excessively galore examples wherever customers, who are successful a much susceptible position, are being fto down by h2o companies communicating poorly oregon not holding close information.

“That is wherefore it is truthful important we proceed to rise awareness, truthful customers cognize what they are entitled to, and the assistance h2o companies tin provide.”

Andy White, from the Consumer Council for Water (CCW), said: “The determination towards PSR standards is different important measurement to ensuring radical who request enactment with their h2o services person that assistance and it is of a consistently precocious standard.

“These standards should acceptable retired intelligibly what radical tin expect successful presumption of support, portion ensuring their h2o institution is held accountable for gathering customers’ idiosyncratic needs effectively.”

The caller standards travel arsenic Ofwat is acceptable to marque a last determination connected household h2o measure increases connected December 19.

Latest requests by h2o firms would spot the mean user measure successful England and Wales emergence by 40% betwixt present and 2030, costing £615 per year.