Detail

Fair Water Connections (FWC) submitted this change proposal on 11 October 2021 to the Independent Water Adoption Panel (the Panel), with the Panel publishing the proposal on its website on the same day. FWC has proposed changes to section 10 of the water sector guidance document which concerns redress procedures. The proposed change is to address the lack of a complaint escalation procedure associated with failures by a water company to meet level of service metrics which are categorised as having a category one redress procedure in Appendix G (Category One Failures). On 5 January 2022, the Panel recommended to Ofwat, by unanimous decision, that it approves making a change to the water sector guidance based on the proposal by FWC.