UK to introduce new water regulator
Water customers will have more support than ever before when faced with leaking pipes, incorrect bills or water supply issues, Environment Secretary Steve Reed announced on Monday (21 July).
It comes as the government plans to create a new water ombudsman with legal powers to protect customers in disputes with their water company. Under the new scheme, customers will be able to use a single, free point of contact.
The new ombudsman will also build on the Consumer Council for Water’s role, which is currently voluntary for water companies to follow. The changes will bring dispute resolution processes for water in line with other utilities, like energy, and are part of the government’s actions to put customers at the heart of water regulation.
Reed is expected to announce ‘root and branch’ reforms on Monday to
clean up rivers, lakes and seas and make the water sector one of growth and opportunity. He is also expected to make assurances that government action will protect hardworking families from massive water bill hikes in future.
“The water industry is broken. Our rivers, lakes and seas are polluted with record levels of sewage. Water pipes have been left to crumble into disrepair. Soaring water bills are straining family finances,” said Reed.
“Today’s final report from Sir Jon Cunliffe’s Independent Water Commission offers solutions to fix our broken regulatory system so the failures of the past can never happen again.”
Reed added that the government will establish a new partnership where water companies, investors, communities and the government will work together to clean up our rivers, lakes and seas for good.
A new ombudsman
Last October, the Environment Secretary asked the former Deputy Governor of the Bank of England, Sir Jon Cunliffe, to undertake the biggest review of the water sector since privatisation. The final report will be published on Monday (21 July).
Some of the key issues which are expected to be addressed in the report include:
- The current system for dealing with complaints lacks any teeth and too often leaves customers with nowhere to go. With no binding consumer watchdog, customers risk being left stranded.
- Water customers shouldn’t have to figure out who to contact and how to contact them if something has gone wrong – they should know exactly where to turn and be confident their problem will be listened to and resolved.
- The new measures will establish a nevel playing field between customers and companies. This builds on our reforms to double automatic payments when water companies fail to deliver adequate standards of service and place customers at the heart of water company purpose.
- Following the Independent Water Commission’s final report, we will look at the CCW’s role as part of a reformed regulator. We’re clear there will be no additional ALBs as part of our productive and agile state agenda.
