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- Many customers in need did not receive the appropriate level of attention from water companies
Water companies have been criticised for failing vulnerable customers, with regulator Ofwat branding their services “inadequate” and “inappropriate”.
This year, households have already been ordered to boil their tap water because it is unsafe, people have become ill from contamination, and people have been left without a consistent supply of water for up to seven days.
The water regulator today called for major improvements to customer service after discovering some households were not receiving the support they should.
Water stack: During water shortages, water companies still have a responsibility to provide water to customers, so they rely on physically distributing water or delivering it to the homes of the vulnerable.
Many of these customers are vulnerable and are registered on the Priority Service Register (PSR). This should entitle them to receive a special service from water or energy companies, for example because they are elderly, sick or have a disability.
This help may include staying informed in advance about water supply disruptions and additional help if this happens, such as bottled water delivered to your door.
But Ofwat has found serious concerns about how water companies have treated customers in times of need, whether vulnerable or not.
Ofwat said: ‘Our investigation found that the support provided to customers who needed extra help, regardless of whether they were on the PSR or not, was inadequate.
‘In some cases, the categorization of the incident did not trigger the provision of sufficient bottled water or the deployment of water stations, despite the interruption of supply for several days.’
The regulator found that many PSRs were failing to properly record what made customers vulnerable, meaning they were not receiving adequate help.
Others were not provided with bottled water during periods when drinking water supplies were interrupted, or received it late.
Ofwat noted that water companies often prioritise helping customers with the most urgent need for water, but are then slow to help other PSR customers.
Some people who needed additional help were told they were not eligible for their water company’s PSR.
Ofwat said “much more needs to be done” to set a high standard for the water sector in customer service.
The regulator also said companies must provide clear information about what PSR customers can expect, ensure alternatives are available when water supplies are disrupted and improve communication about water deliveries.
The report also urges companies to improve their overall customer service during incidents.
Finally, Ofwat called on water companies to offer a “genuine apology and explanation” for any service disruption, even when the cause is beyond their control.
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