Thames Water has revised its downgraded some of its commitments to customers. The company has published a Service Commitment Plan update. It says that, despite some areas of performance improvement (including complaints and internal sewer flooding), the company’s original turnaround plan has not delivered the necessary improvements as quickly as hoped. The Guardian has picked […]

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The Consumer Council for Water (CCW) has published ‘Gloom and Bloom: Measuring emotional engagement with water-saving messages’ It explores different emotionally stirring water-saving campaign videos, from positive and uplifting (Bloom) to serious and startling (Gloom), to better understand how people respond to these messages. The insights from this report will help to shape future campaigns […]

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Ofwat has published a consultation on its approach to introducing the water efficiency fund that the regulator confirmed in the final methodology for the 2024 price review. The final methodology said that “PR24 will introduce a fund of up to £100 million to help stimulate a transformative, sustained and measurable reduction in water demand nationally, […]

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A key barrier to cutting water consumption is the lack of awareness about how much we actually use. Behavioural Insights teamed up with Affinity Water and Outré Creative to redesign customer bills through a behavioural lens and provide customers with feedback on their water consumption. This article summarises the approach and presents final results from […]

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Water poverty is the lived condition households experience when they are struggling, or unable, to afford their water bills. Despite a relatively low public profile, it affected approximately 20% of households in England and Wales in 2020. Currently, as many as 34% of bill payers report struggling to pay fairly frequently. This comprehensive review examines […]

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Wessex Water has been hit with a £280,000 fine after it provided customers with undrinkable water for three weeks. The company has also agreed to pay out more than £21,000 to its affected customers. The fine was handed down by Swindon Magistrates following prosecution by the Drinking Water Inspectorate.

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As part of our PR24 Price Review, water and wastewater companies in England and Wales are currently developing their plans for 2025 to 2030. The plans will cover everything each company does now and what it will do in the future. Ofwat and CCW want you to have your say on these plans. Each company […]

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Customer trust in water companies has fallen to its lowest point in 11 years, with perceptions of the fairness of charges for water and sewerage services also dropping off, according to CCW’s latest annual Water Matters survey for 2021. The organisation renewed its calls for a single social tariff to end the current “postcode lottery” […]

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