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Ofwat is backing the recommendations of a study published today which aims to improve the take-up of services set up to meet the individual needs of disabled and elderly customers. The review, commissioned by Ofwat and conducted by customer watchdog WaterVoice, looked into how water companies in England and Wales were implementing the water regulator's guidelines on services for the disabled and pensioners. It concluded that most water companies were following the guidelines in offering a wide variety of services. But take-up by disabled and elderly customers varied significantly amongst water companies. Ofwat is supporting the review's main recommendations that:
The review also found that the number of people who registered for specific help in the water industry was considerably lower than in the energy sector. At the end of 2002, only 74,000 disabled and elderly customers were listed on water companies' registers compared with 560,000 in the electricity sector and nearly 700,000 in the gas sector. Ofwat is planning to look at the energy sector to see what lessons can be learnt by water companies. Ofwat will also update its own guidelines to implement other recommendations in the study. It is inviting interested parties to comment on proposed additions that include:
Tony Smith, Director of Consumer Affairs, said: "The disabled and the elderly are more likely to require special help in the way that water and sewerage services are delivered to them. Their needs must not be forgotten. "I want to see water companies doing more to ensure that their customers know about the services they provide for individual needs. Some companies have adopted a highly pro-active approach to raise the quality of their services and work closely with local organisations. They have set the standards that should be adopted by all." Notes to Editors 1. The Director General of Water Services is the economic regulator of water and sewerage companies in England and Wales. He exercises his powers in a way that he judges will allow them to carry out their functions properly, and finance them. WaterVoice represents customers' interests. 2. The Director General of Water Services has a duty to take account of the needs of disabled water customers and those of a pensionable age. This is to ensure that as far as possible they are not disadvantaged in comparison with other customer groups. 3. Copies of the proposed changes to Ofwat's guidelines are set out in the paper, RD 23/03 Review of the Application of Ofwat's Guidelines on Services for Disabled and Elderly Customers. This includes details of the review carried out by WaterVoice. The draft document will be available from the Ofwat website on www.ofwat.gov.uk or from the Ofwat library on 0121-625 1373. 4. Responses to the proposed changes should be sent by e-mail to sally.inett@ofwat.gsi.gov.uk, or by post to Sally Inett, Service and Performance team, Ofwat, Centre City Tower, 7 Hill Street, Birmingham, B5 4UA. The closing date for responses is 29 August 2003. 5. In March 2001 Ofwat published Services for disabled and elderly customers – revised guidance to the water and sewerage companies. 6. Ofwat stated in its Forward Programme in 2002-03 that it would review how the companies were implementing the revised guidelines. 7. Attached to the press notice is a table giving details of the percentage of customers held on each water company register. MEDIA ENQUIRIES TO OFWAT PRESS OFFICE ON: 0121 625 1416/1496/1442 Out of hours enquiries to pager: 08700 555 500 water 503/509. Ofwat publications and press notices can be found on Ofwat's website at: www.ofwat.gov.uk Percentage of customers held on water company registers
*WaterVoice believes approximately 50% of these to be double entries  | ||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||
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