According to a new report by the National Audit Office (NAO), millions of people are missing out on support for essential bills, including water, energy and broadband, as debt to water and energy companies climbs over £7 billion.

The Consumer Council for Water - in partnership with Ofwat - has today published consumer research highlighting the experiences of South East Water customers who suffered extensive disruption to their water supply in winter 2025.

The House of Commons Select Committee on Environment, Food and Rural Affairs (EFRA) has published data received from 11 major water and sewage companies in England and Wales, showing their use of bailiffs against customers who are in debt as part of its inquiry into reforming the water sector.

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.