Following a supply outtage which saw around 58,000 Southern Water customers left without water supply in the week before Christmas, CEO Lawrence Gosden has warned that similar incidents cannot be ruled out in future.

Ofwat is consulting on new standards expected of water companies for how they should operate, grow and maintain their priority services registers (PSR) of customers that need extra help. The regulator estimates that as many as 52% of households in England and Wales are likely to be eligible for PSR services.

At a summit taking place today, Ofgem and Ofwat will bring together suppliers, customer groups and experts to work towards a transformation in customer service culture across energy and water – especially for vulnerable customers.

United Utilities has gained international recognition for the way it supports vulnerable customers, with assessors giving top marks in every area.

The UK utility sector has moved another step closer to a single, shared Priority Services Register (PSR) for the UK which will help companies look after vulnerable customers.

Thames Water and national disability charity Sense are launching a partnership to encourage those customers and families of people with complex disabilities to join Thames Water’s Priority Services Register.