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Consumer issues
Services for disabled, chronically sick or elderly consumers – guidance to companies In RD 11/08, published in May 2008, we set out proposed updates to Ofwat's 'Guidance on Services for Disabled or Elderly Customers'. We recognise that because of age, disability or illness that some consumers may require specific help in the way their water company delivers water and sewerage services to them. The guidance sets out the essential elements of policy and procedures we believe companies should offer to meet the needs of these consumers. We invited comments from stakeholders on the updated guidelines and asked for any other suggestions on how they could be improved. We received 14 responses, ten from water companies and four from consumer organisations. All respondents welcomed the guidelines and supported most of the proposed updates. Areas which were questioned or not supported are set out in the attached appendix. The finalised guidelines have been updated and placed on the Ofwat website. We have also published information today on the number of households registered for special assistance. In 2007-08 the figure reported was 103,581 – an increase of 16% compared to 2006-07. We appreciate that the number remains significantly lower than figures reported in the energy sector. While the figures cannot be directly compared due to the different services offered and drivers for registration, we believe that with improved promotion to raise awareness of the services offered, there is scope for increase in the future. Some responses to RD 11/08 noted that while publicising services to and through advice groups can help increase awareness and uptake, staff training was also an important area. A number of respondents, for example, Royal National Institute of Blind People and Alzheimer's Society have offered to work with water companies through their local branch networks in order to facilitate better promotion or provide consultancy on best practice. We encourage and support all companies to consider how best to work with such specialist organisations or other local partners as a way of targeting those consumers most likely to benefit  |
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