Decisions on 'Paying fair guidelines' and summary of responses to consultation
| Date | 25 May 2022 |
May 2022
Decisions on ‘Paying fair guidelines’
and summary of responses to
consultation
Decisions on 'Paying fair guidelines' and summary of responses to consultation
1
About this document
This document accompanies 'Paying fair - guidelines for water companies in supporting
residential customers pay their bill, access help and repay debts' (our 'Paying fair guidelines')
and sets out:
• key themes from responses to 'Guidelines for water companies in supporting
residential customers pay their bill, access help and repay debts: a consultation';
• our decisions on the guidelines; and
• next steps for water companies.
It is mainly aimed at water companies. But it will also be of interest to customer advice
bodies, charities and debt advice organisations and other respondents to our consultation.
Our final 'Paying fair guidelines' are available on our website and to download.
The new guidelines now apply and replace our previous guidelines ‘Dealing with household
customers in debt: guidelines’ from 2015, which we have removed from our website.
Published: 25 May 2022
Contents
Introduction ......................................................................................................................... 3
About our Paying fair guidelines ............................................................................................ 4
What we heard: Summary of feedback to our consultation and our response ......................... 6
Summary of feedback ........................................................................................................ 6
Our response ..................................................................................................................... 7
What we are changing ....................................................................................................... 7
Key themes for company improvements to services ............................................................... 9
Collaborate to identify, share and act on best practice ....................................................... 9
Act on customer feedback and insights ............................................................................ 10
Engage reasonably and meaningfully with customers – and their data .............................. 11
Decisions on 'Paying fair guidelines' and summary of responses to consultation
2
What companies need to do next ......................................................................................... 13
Our next steps ..................................................................................................................... 14
Appendix 1 - Changes to Ofwat’s expectations for water companies to support residential
customers pay their bill, access help and repay debts ......................................................... 15
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