Putting water customers first: A consultation on introducing a customer-focused condition into the licences of all water companies in England and Wales

About Consultation

Across the water sector there are many examples of where water and wastewater companies are going above and beyond for their customers. However, we know that there are significant improvements to be made.  We still see far too many examples of customers being let down. often repeatedly, with companies failing to appropriately support, communicate, manage complaints and compensate their customers which has a detrimental impact on the overall trust and confidence in the water sector.

We are proposing to establish a new regulatory basis for how water companies treat their customers, including customers in vulnerable circumstances. This is in the form of a dedicated condition in the licence of each water company in England and Wales.

Licence conditions can help increase companies’ customer focus and encourage the very best service for customers, while ensuring that we have the right mix of tools to effect change when service falls short.

We are consulting on our proposal to update water company licences to set clear and binding expectations on companies with regards to the service and support they provide to customers in England and Wales.

If you are not able to read the full consultation, you can read our summary, which is is aimed at customers

Ofwat and CCW commissioned customer research to ensure that the customer voice is included in the development of this new customer focused licence condition. Read the report – and access the full research materials on our customer research page

How to respond

You can respond with your views on the proposed customer focused licence condition by emailing: [email protected]

Or writing to:

Customer Licence Condition Consultation response
Ofwat
Centre City Tower
7 Hill Street
Birmingham B5 4UA

The closing date for receiving comments is Friday 7 July 2023.