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Ofwat has laid out its expectations for how water companies support vulnerable customers who may need additional services
Ofwat said all companies should develop and implement vulnerability strategies to reflect the needs of all customers.
The minimum standards must include providing high levels of service and support for vulnerable customers; developing services that are inclusive for all; identifying households who need extra help and keeping records of specific needs.
The vulnerability guidance recognises that some householders may have specific requirements due to illness, health conditions or disabilities and sets out what water and wastewater companies should do.
The guidance specifies that customers should know what extra help they can expect from their company.
Companies should aspire to improve levels of service and seek to ensure that customers who have extra help needs are no less satisfied with their service than customers as a whole.
Lynn Parker, senior director for casework, customers and enforcement said, “With customer bills likely to rise, it is vital that companies redouble their efforts to improve the service they offer, especially to those who are most vulnerable.
“This new guidance makes clear the level of support we expect all companies to provide to customers who may need extra help for whatever reason. If they do not do so, we will take action and hold them to account.”
From next year, the regulator will add a customer-focused condition to all companies’ licences, which will include how vulnerable customers are dealt with.
Alongside the updated expectations, Ofwat published a cost of living report that indicates half of all billpayers have struggled “fairly frequently” to pay household bills. For people living with long-term health conditions, disabilities and illnesses this rises to 65%.
This has improved since March this year, when 56% of people reported struggling with bills.
One-fifth (18%) said their water bill was hard to pay, also slightly down from 23% who struggled to pay in March.
With charges set to increase from April for the final year of the current price period, 26% of respondents said they would be concerned about a £5 monthly increase to household costs and 33% said they would worry about an extra £10 monthly rise.
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