RD 01/01

TO REGULATORY DIRECTORS OF ALL
WATER AND SEWERAGE COMPANIES
AND WATER ONLY COMPANIES
12 March 2001 

Dear Regulatory Director

GUIDELINES FOR SERVICES TO DISABLED OR ELDERLY CUSTOMERS

In November 2000 Ofwat issued a consultation requesting comments on an updated version of the Guidelines to water companies for services to disabled or elderly customers.

The consultation closed at the end of January 2001. Respondents offered a number of constructive comments and suggestions, which have been taken into account and incorporated into the revised final Guidelines.

These Guidelines are now attached, together with a response to the Consultation, which sets out the major changes which have been made and the reasoning behind them. Companies should now review their services in the light of the updated Guidelines and discuss with their Customer Service Committees the changes that they propose to make. I shall ask the Customer Service Committees to report on progress early next year.

Yours sincerely

Michael Saunders

Director of Consumer Affairs

Encs
Attachment 1 - Services for disabled or elderly customers - response to the consultation
Attachment 2 - Services for disabled or elderly customers - Guidance to companies