Ofwat and CCW, the consumer body for water, have published the final report from a programme of research into people’s experience of water incidents, including supply interruptions, drinking water quality problems and odour.

Key themes that emerged included a lack of customer focus in incident management and inadequate communications. Ofwat also provided suggestions and good practice examples on improving customer service and support during incidents.

Communication key to ‘change perceptions of a failing sector’

Rob Wilson, CCW Chair, has published a blog ‘Time for water company bosses to change perceptions of a failing sector’.

He argues that water bosses need to ensure greater transparency and openness about delivery, to shape a calmer and better-informed debate.

“It’s time for industry leaders to step up and explain and deliver their plans, then keep communicating about progress. If companies fail to do this, the strength of people’s anger and frustration will grow while trust in the sector will continue to shrink”.