As part of the customer-focused licence condition, Ofwat expects all companies to develop and maintain a vulnerability strategy. We've had our vulnerability strategy, Every Customer Matters, since 2018 and we've recently submitted an updated version to Ofwat that includes how we comply with the Service for All guidance.
It includes our commitments to supporting customers who need extra help by 2030, such as increasing the number of households on our Priority Services Register (PSR) to 290,000 and eliminating water poverty. We are due new PSR standards in autumn 2024 which will likely affect how we support customers who need extra help, especially during incidents.
