About Consultation

This document sets out our consultation on draft guidance for all water-only and water and wastewater companies in supporting household customers in England and Wales and non-household customers in Wales who need extra help accessing water and wastewater services.

We want to set water companies the following objectives.

1. Provide a high standard of service and support
2. Develop services that are inclusive by design
3. Identify customers who need extra help
4. Record their needs
5. Develop vulnerability strategies

For each of these objectives, the guidance sets out more detailed service expectations and examples of good practice.

We welcome responses to our consultation by 18 October 2023.

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