Ofwat to take action against companies failing customers

12th May 2023

Water regulator, Ofwat says companies will be fined for failing to hit new customer service targets, under licence changes. The proposals for a dedicated customer licence condition will require water companies to improve communication with customers, fix problems in a timelier manner and provide services to meet diverse consumer needs. The measures have been set out within draft plans for the modification of water company licences.

Together with CCW, the independent voice for water consumers in England and Wales, Ofwat has commissioned research to ensure customer views and expectations are built into the proposal and the consultation is now open to the wider public and businesses.

David Black, Ofwat CEO said “In England and Wales, households are not able to choose their water company, so it is crucial that good customer service is not a postcode lottery. We want the powers to enforce that fundamental expectation.  People expect their water company to get the basics right and rectify things quickly when they go wrong and to take responsibility and offer compensation when appropriate.”

“Companies need to identify and meet the needs of all customers, they need to be clear in their communications and we expect them to work together to share learning that helps to achieve high standards across the sector. Where we see companies letting their customers down, these powers give us the scope to step in and take action.”