Reliable services central to sector’s relationship with customers

Posted: Thursday 30th July 2015

Ofwat said recently that providing customers with reliable water and wastewater services needs to be at the heart of the sector’s work, both now and in the future.

Ofwat is consulting now on how its regulatory framework can help water companies deliver more resilient services. While companies have made steps in understanding customer priorities and furthering resilience as part of the 2014 price review, there is still further work to do. Risks to services are changing and increasing – for example environmental pressures, population growth and changes in consumer behaviour, and the impacts of climate change.

The consultation focuses on:

Cathryn Ross, Chief Executive said:

“Delivering resilient services to customers is important if companies are to build and maintain trust and confidence in this vital public service sector.

“The sector has made good progress but there is more work to do to make services and systems resilient - including ecosystems and financial and corporate systems. We need to ensure our framework informs, enables and incentivises service providers to make the best decisions for their customers now and in the future, while using resources sustainably. This will require creative thinking and excellent understanding and management of risk – ensuring that resilience is at the heart of what they do, not an add-on.”

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