Ofwat home > Ofwat key work areas > Consumer issues

In March 2001 Reviewed in 2004 we published 'Services for disabled or elderly customers – revised guidance to the water and sewerage companies'. This sets out guidance to companies on the essential elements of company policy and procedures to meet the needs of these customers.

Examples of services that we expect companies to offer include:

• password schemes to prevent bogus callers;
• issuing bills and associated literature in other formats, such as large print or Braille;
• special arrangements to communicate with customers requiring assistance in case of an emergency; and
• meter re-siting or frequent meter reading services so that customers can monitor their water consumption.

Number of customers registered for special assistance in 2006-07

The table below shows the number of customers Customers receiving more than one service are only counted once.

registered for special assistance in each water company. We do not collect details on the individual forms of assistance customers receive.

In 2006-07, 89,534 customers were recorded on companies' registers. This figure is 8% higher than the figure reported in 2005-06 (82,841).

Reasons for the increase include:

• higher awareness of the register through increased promotion and networking with organisations such as Age Concern, the police and the Royal National Institute for the Blind (RNIB);
• improvements in staff training to make sure that all customer advisors proactively offer the services available; and
• promotion of the doorstep password scheme, including at regional presentations and from involvement with crime prevention projects.

Good practice and promotion

We continue to encourage companies to make sure that all customers who could benefit are made aware of the services available.

Examples of companies' good practice during the past twelve months include:

• liaising with Trading Standards, community police service, neighbourhood watch, etc;
• proactively writing to organisations such as Age Concern, Primary Care Trusts, MacMillan Nurses, etc;
• holding a copy of registered customers independently from the main billing system to ensure the availability of the register in the event of a system failure;
• highlighting the register's availability in press releases about water shortages and when staff appear on TV or radio, etc;
• carrying out regional research to test marketing techniques;
• giving presentations to educate groups such as Age Concern, 50+ Forum and Neighbourhood Watch;
• supporting Age Concern Week and World Braille Day; and
• promoting the password scheme where the company is carrying out operational work in an area.

Any customer requiring further details on the various forms of special assistance offered by companies or details of how to apply to be included on the register should contact their local water company.

Service and Performance Team
September 2007

Number of customers registered for special assistance – 2005-06 and 2006-07

Company	2005-06	2006-07	Number per 10,000 households1	% change 2005-06 to 2006-072
Anglian	7,319	6,872	37	-6
Dŵr Cymru	2,963	3,067	26	4
Northumbrian (inc Essex & Suffolk)	6,977	7,273	42	4
Severn Trent	10,920	12,152	40	11
South West	3,847	5,038	76	31
Southern	8,495	9,195	98	8
Thames	11,069	12,195	38	10
United Utilities	12,271	12,405	45	1
Wessex	3,674	3,779	77	3
Yorkshire	3,247	3,341	17	3
Bournemouth & West Hampshire	980	1,049	60	7
Bristol	1,878	1,860	41	-1
Cambridge	188	596	53	217
Dee Valley	275	377	35	37
Folkestone & Dover	655	706	106	8
Mid Kent	208	448	20	115
Portsmouth	165	167	6	1
South East	724	1,254	23	73
South Staffordshire	3,108	3,140	63	1
Sutton & East Surrey	1,563	1,670	67	7
Tendring Hundred	207	230	35	11
Three Valleys	2,108	2,720	23	29
Industry	82,841	89,534	41	8


(1) This shows the number of customers registered for special assistance per 10,000 households billed for water in 2006-07.
(2 )Percentage changes rounded to zero decimal places.