Ofwat has launched a consultation on new guidelines for regional and small water only and water and sewerage companies on helping residential customers in England and Wales pay their bill, access help and repay debts.

The guidelines include principles and minimum service expectations for these companies in supporting:

• customers in debt; and
• customers in debt and facing debt recovery action by water companies and third parties.

The guidelines also include the principles and expectations for companies in supporting:

• all residential customers in England and Wales to pay their water, wastewater or combined bill;
• customers in vulnerable circumstances, including those at risk of falling into debt; and
• customers who have their accounts managed by agents such as local authorities and housing associations.

The guidelines also apply to mixed use customers in England and Wales - properties with a shared supply occupied by a person as their only or principal home, but which are also used for a non-domestic purpose. Examples include farmhouses which make up part of a larger premise or public houses with residential quarters.

The water sector regulator last updated its guidelines in 2015 - Ofwat plans to publish the final guidelines in autumn 2021.

Deadline to submit responses to the consultation is Wednesday 28 July 2021 – click here to download the consultation document.