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Water company support for customers

Water companies are committed to helping households by charging stable and affordable prices. Ofwat’s report on affordability and debt (Tuesday 1 December) shows that companies are offering more support than ever to customers in need.

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Government review into retail competition for household water services

Water companies are already working with all the sector’s stakeholders to deliver a choice of water supplier for all business, public sector and charity customers in England from April 2017.

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Water UK welcomes new member

Water UK is delighted to announce that Independent Water Networks Limited (IWNL) has joined as a new member. IWNL provides water and sewerage services to both residential and business customers on new-build housing developments across the UK.

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Resilience of water supplies

Customers' number one priority for the water industry is safe, reliable supplies of water at a price they can afford. To deliver this, it's critically important that the water industry plans for the long term, because decisions and investments made today will determine the level of service that the industry can provide well into the future.

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Steps to improve infrastructure delivery for housing

Following an initiative from government late last year, the water sector was quick to establish a scheme to compare companies’ performances relating to delivery of infrastructure. The second performance report was published in October. Related further initiatives include the industry’s own system for measuring customer satisfaction, planned for launch in 2016, and an overhaul of the charging regime made possible by Water Act 2014.

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Future of the water sector

Water companies have been contributing expertise and perspectives to inform the debate on the future of water, in partnership with all the sector's stakeholders. No one organisation has all the answers, so Water UK is hosting a marketplace of ideas, where water companies have been setting out their thoughts.

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Focus on consumer vulnerability

The Water UK Innovation Hub earlier this month brought together water companies, regulators and stakeholders to share insights, best practice and new ways to collaborate on tackling consumer vulnerability.

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UK bathing water quality

The latest results for compliance to the European Bathing Water Directive by UK coastal and inland bathing waters show that: • 95.4% of UK bathing waters met the minimum standard - that is 595 out of 624 bathing waters • 60% of bathing waters met the Directive’s excellent standard

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Rising developer standards

The second quarterly report of developer service standards shows water companies have improved on their overall levels of delivery and performance. The second quarterly figures for water supply have risen from 89% to 93% in response to 125,000 developer requests. For sewerage they are up from 94% to 97% - in response to 9,000 developer requests.

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Planning for the long term

Customers’ number one priority for the water industry is safe, reliable supplies of water at a price they can afford. To deliver this, it’s critically important that the water industry plans for the long term, because decisions and investments made today will determine the level of service that the industry can provide well into the future.

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Water UK response to NAO report

On Wednesday 14 October 2015 the National Audit Office published its review of regulation and the water industry. The water industry has worked closely with the NAO over many months and provided a range of figures and information to assist their review of regulation in the sector.

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Shale gas and water

Water UK, through Eureau, is joining a three-year European Commission work programme to develop a best available technology reference document for oil and gas, which will take full consideration of environmental protection. Over the past four years, Water UK's positioning has focused on ensuring that if shale gas developments are to take place, they can do so with the water utility fully involved and with water and wastewater concerns addressed from the outset.

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Water and health

It was encouraging this month to note that tap water’s important role toward improving public health has been highlighted by two key institutions. The European Parliament, in its resolution following the Right2Water initiative, called on the Commission to do more to promote tap water. In the UK, the recent draft programme for the All Party Parliamentary Water Group held a space for Water and Public Health discussions.

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Customer complaints fall for the seventh successive year

CC Water's latest data confirms that the sustained efforts and considerable investments made by water companies are leading to much improved services for their customers, with complaints falling for the seventh successive year.

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Water UK appoints new Chief Executive

Water UK has appointed Michael Roberts as its next Chief Executive, succeeding Pamela Taylor, who is stepping down at the end of 2015.

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Developer services work on charging and planning

In July Water UK began quarterly reporting of water company performance against regulatory and industry targets in relation to services provided to developers. The aim of this work is to drive up companies’ performance in the provision of these services. This quantitative approach is likely to be complemented in the near future with customer satisfaction measuring.

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Perspectives on leakage

The annual Leakage Conference in October brings policy and regulatory perspectives from Ofwat, the Environment Agency and CCWater in an event that will see water industry presentations and debate on current issues, trends and challenges. The conference will be chaired by Martin Baggs, CEO Thames Water.

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Customers report higher satisfaction and value for money

Satisfaction among water customers has increased, with 94% now saying they are satisfied with their water and sewerage services and three-quarters saying the services are value for money, according to CCWater’s annual survey, published last month.