Customers registered with water and sewerage companies for special assistance

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Customers registered with water and sewerage companies for special assistance

Under the Water Act 2003 the Water Services Regulation Authority (Ofwat) has a duty to take account of the interests of those who are disabled, chronically sick or of pensionable age. Due to their age, disability or illness, some customers require special assistance in the way water and sewerage services are delivered to them.

In March 2001 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 companies should offer include:

password schemes to prevent bogus callers;
issue of bills and associated literature in other formats (for example, large print or Braille);
special arrangements to communicate with customers requiring special assistance in case of an emergency; and
a meter re-siting service so that these customers can monitor their water consumption.

Each company must also maintain accurate and up-to-date records of customers who have expressed a need for specific assistance. The register is important as it is designed to make sure that customers receive the specialised service they require.

Number of customers registered for special assistance in 2005-06

The table below shows the number of customers registered for special assistance in each water company. We do not collect details on the specific forms of assistance customers receive. Customers receiving more than one service are only counted once.

In 2005-06, 82,841 customers were recorded on companies' registers. This figure is nearly 9% higher than the figure reported in 2004-05 (76,149). Companies tell us that this is because of increased awareness of the register through increased promotion and networking with other organisations such as Age Concern, the police and the Royal National Institute for the Blind (RNIB).

Of those companies reporting decreases, this was primarily due to data cleansing exercises where duplicate records have been eliminated, or where customers have moved away, or no longer require the assistance.

Good practice and promotion

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

Examples of good practice undertaken by the companies include:

producing an annual magazine which encourages customers who are registered for special assistance to tell a friend;
working closely with organisations such as the police, trading standards, RNIB, Age Concern and regional social services staff;
undertaking a project to identify and sign up care homes, hospices and sheltered housing complexes, within the region, for help during water supply interruptions;
sending letters to individual residents at sheltered housing complexes to promote the password scheme and other special assistance services; and
sending leaflets and posters advertising the special assistance services to interested parties such as doctors' surgeries, health trusts, day care centres, Citizens' Advice, Age Concern, disability groups, social workers, and housing associations.

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
November 2006

Number of customers registered for special assistance – 2004-05 and 2005-06

Company	2004-05	2005-06	Number per 10,000 households (1,2)	% change 2004-05 to 2005-06(2)
Anglian	7,300	7,319	40	0
Dŵr Cymru	2,602	2,963	25	14
Northumbrian (North East and Essex & Suffolk)	5,944	6,977	40	17
Severn Trent	10,371	10,920	36	5
South West	2,724	3,847	59	41
Southern	8,278	8,495	91	3
Thames	7,652	11,069	34	45
United Utilities	11,589	12,271	45	6
Wessex	3,479	3,674	76	6
Yorkshire	3,329	3,247	17	-2
Bournemouth & W Hampshire	1,248	980	57	-21
Bristol	1,756	1,878	42	7
Cambridge	163	188	17	15
Dee Valley	190	275	26	45
Folkestone & Dover	682	655	99	-4
Mid Kent	174	208	9	20
Portsmouth	201	165	6	-18
South East	739	724	13	-2
South Staffordshire	4,288	3,108	62	-28
Sutton & East Surrey	1,547	1,563	63	1
Tendring Hundred	233	207	31	-11
Three Valleys	1,660	2,108	18	27
Industry	76,149	82,841	38	9

(1) This shows the number of customers registered for special assistance per 10,000 households billed for water in 2005-06.
(2) Rounded to zero decimal places.

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