Ofwat has published findings from research into a Southern Water supply interruption that took place in Southampton and Marchwood in December 2024 - and is calling on water companies to ensure they can provide alternative water quickly to vulnerable customers.

Average annual water and sewerage bills in England and Wales are set to rise by £123 from £480 to £603 in April – an increase of 26% on the previous year.

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.

Affinity Water has announced the certification to the BSI Kitemark for inclusive service, a certification that goes beyond the requirements of ISO 22458 certification for consumer vulnerability, formerly known as BSI standard 18477 for inclusive services.

Ofwat has today set out clear minimum standards for water companies to ensure that those customers who need extra help are provided with the level of service they require.

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

Affinity Water has achieved BSI certification against BS 18477:10 Inclusive service provision requirements for identifying and responding to consumer vulnerability for another year.

The Consumer Council for Water (CCW) has warned a House of Lords Select Committee that a change in direction by Environment Minister Therese Coffey could result in customers facing the “double whammy of unaffordable bills and an environment starved of vital investment.”

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.

Average yearly water and sewerage bills in England and Wales are forecast to rise by 1.7% in the forthcoming year- well below inflation, which is currently standing at 4.8% (CPIH).