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Ofwat today announced that the number of consumers successfully applying for special assistance from their water companies has increased 16% in the last year. Yet Ofwat believes that the industry has a long way to go before the majority of consumers who require special assistance are aware of the support available to them. An update of Services for disabled or elderly customers – Guidance to companies was published by Ofwat this month, detailing the type of special assistance water companies should be offering their vulnerable consumers. This help includes password schemes to prevent bogus callers, and receiving bills in alternative formats (e.g. large print or Braille). The 2007-08 figures show 103,581 consumers were registered for special assistance. The guidelines were updated following the Consumer Council for Water's review last year which found that companies are meeting Ofwat's guidance, offering the services and using a range of methods to promote awareness. However, the Consumer Council for Water's annual tracking survey (2007-08) showed that 70% of people questioned were not aware of the services available for elderly and disabled consumers. Susan Gibson, a Northumbrian Water consumer from Darlington, has benefited from special assistance. She uses the password protection scheme and receives bills in Braille. Ms Gibson said:
Sue Cox, Ofwat's Head of Service and Performance, said:
"However, the figures would indicate that there are still a lot of consumers out there who would benefit from the service, who either are not aware of it or are not using it. We will continue to work with the water companies to make sure they promote these services and would encourage all consumers to contact their company if they would like to know more about the services available." 1. The Water Services Regulation Authority (Ofwat) is the economic regulator of water and sewerage companies in England and Wales. It exercises its powers in a way that it judges will protect the interests of consumers, promote value and safeguard future water and sewerage services by allowing efficient companies to carry out their functions properly, and finance them. 2. The updated Services for disabled or elderly customers – Guidance to companies were published in September 2008. 3. In 2007-08, 103,581 consumers were recorded on companies' registers. This figure is 16% higher than the figure reported in 2006-07 (89,534). Reasons for the increase include: i. additional company efforts to promote the services offered and make the application process as easy as possible; ii. increased meter penetration leading to more consumers requesting frequent meter reads; and iii. promotion of the doorstep password scheme. 4. The 16% increase this year compares with an increase of 8% between 2005-06 and 2006-07 (from 82,841 to 89,534). 5. Vulnerable consumers who are looking for financial assistance with water bills can benefit from the WaterSure scheme, introduced by the Government in 2000. 6. Media enquiries to Ofwat Press Office on: 0121 625 1442/1496/1416.  | ||||||
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