In our last newsletter we told you about our updated vulnerability strategy.
Ofwat have now published their response to companies' vulnerability strategies.
Ofwat's comprehensive assessment and feedback
Ofwat has conducted a thorough assessment of water companies' vulnerability strategies, providing high-level feedback on each area of service. This assessment aims to ensure that companies are effectively supporting customers who need extra help.
Recognition of excellence
We are proud to announce that our company has been recognised as exemplary in four out of the five assessed areas. Additionally, our approach to co-creation has been identified as good practice. This recognition underscores our commitment to supporting customers who need extra help.
Next steps and deadlines
To further enhance our strategy, we need to re-submit our revised plan by June 30, 2025. The updated strategy will incorporate the latest Priority Services Register (PSR) standards. We will also be producing a customer summary, which will be reviewed by a lived experience panel to ensure it meets the needs of those it aims to support.
Collaboration and feedback
We have reached out to Ofwat for additional feedback to refine our strategy further. The industry is also establishing a vulnerability network to facilitate the sharing of best practices and continuous improvement.
New PSR standards and industry response
Ofwat is consulting on new standards to improve services for customers requiring extra help. Responses to these new standards are due by January 8, 2025. These standards focus on several key areas:
- Definition and requirement: Clear expectations for what a PSR is and the necessity for water companies to maintain one.
- Needs and services: Identifying eligible customers and the types of assistance provided.
- Growth: Encouraging the expansion of PSR to include more eligible customers, with Ofwat estimating that up to 52% of households could qualify.
- Data accuracy: Ensuring that PSR lists are current and accurate.
- Customer interaction: Guidelines for adding customers to PSRs and communicating about their registration.
Learn how to provide your feedback for the proposed new standards.
Commitment to improvement
We are dedicated to refining our vulnerability strategy to clearly outline these focus areas, ensuring that we continue to provide exemplary service to our customers.
