Ofwat plans reform to compensation for customers without water
Ofwat is asking for evidence to inform a review looking to update and uplift the compensation provided to customers when they are without access to water.
Residential customers are currently entitled to £20 if they are without water for a day and an extra £10 for each 24 hours on top of that.
Following its investigation into water companies’ performance during the ‘Beast from the East’, Ofwat concluded that the compensation arrangements in place do not reflect the impact on customers who are without access to water and is now reviewing them.
Ofwat is also calling for evidence on the pros and cons of expanding compensation arrangements to cover supply restrictions – such as hosepipe bans – as well as supply interruptions.
Commenting on the review, Ofwat chief executive Rachel Fletcher said: “We know that customers rely on water like no other service and customers have told us of the profound impact it has on them, their families and their work when they do not have access to water.
“The current compensation arrangements do not reflect the impact on customers of not having water and so we are seeking evidence to help find the right level of compensation. Equally important as setting the right level is making sure that when customers are due some compensation, access to it is fair, fast and free from hassle.”
Once Ofwat has reviewed the evidence, it will develop plans and submit recommendations to the UK and Welsh Governments by the end of the year.
- Ofwat holds review into response to weather issues Ofwat has announced that it is to conduct a review of the water supply issues experienced by customers across England and... Read More >
- Northern Ireland water sector stakeholders to meet in Belfast Senior leaders from the Northern Ireland government, environmental and economic regulators, utilities, NGOs, contractors,... Read More >
- Meridian Utilities gains £64M worth of deals with NI Water Meridian Utilities has won two contracts, worth more than £64M in total, with NI Water. The contracts cover water and... Read More >
- Labour's nationalisation plans envisage new ownership structure The Labour Party's plans to nationalise the water industry, outlined at its party conference, envisage a whole new model... Read More >
- Experts to discuss the future of the Scottish water sector Senior leaders from Scottish Water, the Scottish Government, the Water Industry Commission for Scotland (WICS) and other... Read More >
- Air Quality and the MCPD: Something in the Air Air quality regulations that come into force next year are making water and wastewater companies reconsider the role of... Read More >
- Plastic pollution – what was the tipping point? Despite years of research, news stories concerning plastics and the pollution of the marine and water environment have... Read More >
- New direction: Is the industry ready for direct procurement? Ofwat's continued aim to drive efficiency and value for customers will see the introduction of a new direct procurement... Read More >