We welcome the updates to Ofwat’s guidelines for supporting customers with paying their bills and dealing with debts.
To reflect the demographics of people facing water arrears we believe there should be an emphasis on matching services with the needs of the most vulnerable.
In some areas we feel the guidance could be more prescriptive to ensure this, particularly on the use of High Court Enforcement Officers (HCEOs).
Otherwise, if combined with effective management information requirements and monitoring, the guidance should improve the experience of customers struggling with their water bills.
You can download our full response here.