More than a third of water households customer struggle to pay bills fairly frequently

More than a third of customers (34%) struggle to pay bills fairly frequently, yet only 4% of billcpayers reported receiving financial help from their water company over the past year according to research by Ofwat and CCW.

The research also highlighted that engagement with water companies was found to be fairly low, with 44% of those surveyed stating they have never contacted their water company, and an additional 19% saying they have not contacted the company within the last three years.

On water efficiency, many customers realise there’s more they could do to save water and recognise the role individuals can play. However, the research also suggests that even customers who feel they’re playing their part, could be doing more. 48% of people feel they are already doing as much as they can to save water in the home despite some of these people not taking straightforward actions such as using a washing up bowl.

Customers do not tend to see reducing water use in the home or garden as a priority activity for achieving net zero or climate change. Only 9% of those familiar with the term net zero ranked this as a priority compared to higher rankings for activities such as recycling, suggesting there is still work to be done in the water sector to encourage more water saving behaviours.

Emma Clancy, Chief Executive of CCW, said “While it’s encouraging that customers are broadly satisfied with the services they receive, these findings underline just how critical it is for water companies to strengthen their relationships with the communities they serve.”

“One of our priorities is making sure everyone values water as pressure mounts on our resources and that depends on water companies raising their game and providing greater transparency on their environmental performance. Our review of water affordability has also set out a clear path to strengthening the support for those facing financial hardship.”