Our Water for All report and Vulnerability Manifesto

We have published our Water for All 2019-20 report which examines the efforts made by water companies in England and Wales to support customers who need financial help or other forms assistance if they’re in vulnerable circumstances.

This year’s report reveals almost 900,000 low-income households received reduced water bills through company assistance schemes. Water companies were also swift to respond to the challenges posed by COVID-19, providing payment breaks to about 80,000 customers who found themselves at the sharp end of the health crisis.

There was also a 42 per cent increase in the number of households who registered with companies’ priority services which enable customers in temporary or longer-term vulnerable circumstances to access a wide range of additional support.

The report also shows that many more households still have to overcome significant barriers to access the support they need.

Our Vulnerability Manifesto

We arecommitted to breaking down the barriers to consumers getting the additional practical support they need from their water company. That’s why we’re launching our Vulnerability Manifesto which sets out our commitments to ensuring more consumers get access to the support they need – regardless of whether the difficulties they face are temporary or much longer term.

Our commitments include:

  • Raising awareness of the support available through Priority Services Registers to 60% by 2025 (currently 42%)
  • Transforming the perception of water companies’ communications so at least three-quarters of people view them positively by 2025
  • Making sure consumers get the information they need, precisely when they need it during a major incident.
  • 95% of consumers satisfied with the support offered to them through their supplier’s priority services.

Find out more information on our Vulnerability Manifesto and how you can get involved.