Ofwat and CCW call on companies to increase financial support for customers

In a joint letter to water and wastewater company CEOs, David Black, Chief Executive of Ofwat and Emma Clancy, Chief Executive of CCW, have asked for more support to be given to customers.

The letter acknowledges that while water bills have been rising below inflation in recent years, many customers already feel their water bill is unaffordable. This will be further exacerbated as higher inflation increases the cost-of-living next year. In response, Ofwat and CCW are asking companies to:

  • show that they understand the needs of their customers and respond accordingly.

  • ensure that more customers are benefiting from social tariffs.

  • consider how they can mitigate any significant inflationary increases in customers’ bills for 2023-24. 

David Black and Emma Clancy have also requested companies to set out, by 8 December, their plans for supporting customers through cost of living pressures. Both CCW and Ofwat will engage in discussions with the companies and report back on the plans, so the scale of companies’ ambition is clear to customers.

David Black, Ofwat Chief Executive, said: 

“During Covid-19 we saw companies step up and support customers through an incredibly challenging time. That intervention shows that where there’s a will, there’s a way, so I’m asking companies to find the will to go above and beyond once again. It is now for companies to demonstrate that they can find ways to help customers through this affordability crisis while not compromising on their performance. I look forward to engaging with them further on their plans.”

Emma Clancy, Chief Executive of the Consumer Council for Water (CCW), said:

“Struggling households need immediate relief and the long-term security of knowing they can afford something as essential as water. Companies need to take action now, while continuing to support our calls for a new water affordability scheme that protects customers that cannot afford the growing investment pressures on the sector. We should not have to choose between water poverty and progress.”

The letter follows a consultation from Ofwat earlier this year calling for trials to help with the cost of living.



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