Practitioners’ pack for water companies to accompany Ofwat’s vulnerability report

Vulnerability report practitioners pack

287.33 KB - PDF



18th February, 2016




Focus reports and discussion documents


This practitioners’ pack consolidates the research, advice and resources gained throughout the course of the research conducted for our vulnerability focus report. It is not intended to act as a set of rules that we expect water companies to follow when assisting customers in situations of vulnerability. Instead, the aim of this pack is to help companies to define their starting point when it comes to working with customers in circumstances that make them vulnerable; identify the key areas to focus on; provide examples of what good looks like when it comes to dealing with specific customer needs; and provide examples of practices that water companies have found useful in assisting their customers who have found themselves in circumstances that make them vulnerable.