Dŵr Cymru Welsh Water and Hafren Dyfrdwy both provide social tariff schemes that can substantially reduce the water bills of low-income households. However, only 1 in 20 customers are aware this support exists, according to the survey.
CCW is calling on both companies to make a concerted effort to raise awareness of assistance schemes among the under 24s, over 75s, Black-Caribbean and minority ethnic groups and those with no internet access. These customers are among the least likely to reach out for help, even if they are worried about being able to afford their bill.
The survey also revealed that households in Wales generally remain more satisfied with their water company than customers in England. However, the amount of customers who were satisfied they received value for money (77%) or that their charges were fair (66%) fell significantly compared to last year.
Phil Marshall, Deputy Chief Executive of the Consumer Council for Water (CCW), said: “The past few months have shown us that our lives can change very suddenly and people need to know their water company is there to support them through challenging times.”
“Water companies in Wales have a wide range of schemes that can help customers with their bills or provide practical support but too many households remain in the dark over this assistance.”