It’s been positive to see companies formalising approaches to pay compensation above the statutory minimum for any future incidents.
Following the ‘Out in the Cold’ review, we decided to review the statutory minimum compensation arrangements – the Guaranteed Standards Scheme (GSS). You can read more about that here.
There are still concerns relating to compensation, such as identifying customers who are due compensation and paying them the appropriate amount. We are challenging companies to do more using data to ensure that they identify all customers due compensation.
Further, we expect water companies to put out consistent messaging to customers as to what compensation they are entitled to and, where customers haven’t received automatic payments, ways to claim. Such information should be clear, easy to understand and readily available for customers.