All companies have to maintain a register of households where help may be required in certain circumstances.  Ofwat issues guidance to water companies on this:

This includes reference to emergency water supply, Braille/large print/talking bills, password scheme, meter reading and access to buildings.

All companies will follow the Ofwat guidelines.  We also want them to maintain links with other utilities to agree reciprocal promotion of the schemes and raise consumer awareness of the registers across all utilities.

How are we involved?

We have looked at water companies’ performance in applying Ofwat’s guidance. We found that companies have made a good start in offering consumers a tailored service based on individual needs, but more can be done to improve consistency in the industry and also to increase customer awareness of the help available. Our recommendations are detailed in the report below:

Our Water Matters research looks at consumer awareness and uptake of additional services.