More low income customers receive lower water bills

20/11/2006

More metered customers on low incomes are paying less for their water, according to new information published by Ofwat today.

In 2005-06 more than 13,000 customers received assistance under the Vulnerable Groups Tariff scheme - this is 37% more than the previous year. This follows changes to the qualifying criteria for the scheme and further promotion by companies.

Under the Vulnerable Groups scheme, which was introduced by the Government in April 2000, metered customers who receive certain benefits or tax credits and are either responsible for three or more children under the age of 19, or have a medical condition which requires a significant additional use of water, can apply to pay no more than the average household bill for their region.

Ofwat has also today published the numbers of customers on companies' special assistance registers which have increased by 9% in the past year to nearly 83,000. Companies keep a register of customers to record the number customers who, because of their age, disability or illness, may need special assistance in the way their water and sewerage services are delivered to them.

Ofwat's Head of Consumer Affairs, Sue Cox said: "I am pleased that more vulnerable customers than ever before are
taking advantage of the help that is available from their water companies.  But take up remains low.

"I would encourage anyone who thinks that they may qualify for a reduced bill under the Vulnerable Groups scheme or who would like more help with particular needs to get in touch with their water company.  We will continue to work with the Consumer Council for Water to ensure companies promote these important services to those who could benefit."

Notes to Editors:
1. The Water Services Regulation Authority (Ofwat) is the economic regulator of water and sewerage companies in England and Wales. It exercises its powers in a way that it judges will allow companies to carry out their functions properly, and finance them. Its duties include protecting the interests of consumers, wherever appropriate by promoting effective competition. The Water Services Regulation Authority succeeded the Director General of Water Services on 1 April
2006.
2. The Vulnerable Groups scheme is set out in the Water Industry (Charges) (Vulnerable Groups) Regulations 1999 (as amended).

3. The Government amended these regulations in 2005 to extend eligibility.  For example, a customer who is in receipt of qualifying benefits may now get financial assistance if a doctor certifies that the customer or someone living in the property needs to use a significant amount of additional water because of a medical condition.
4. The Regulations only apply to companies who operate wholly or mainly in England. Dwr Cymru and Dee Valley Water offer the scheme on a voluntary basis.
5. Further detail on the Vulnerable Groups scheme can be found on our website.
6. All companies are required to set out details of the scheme in their Charges Schemes which are approved by Ofwat on an annual basis.
7. The special assistance register allows companies to record customers who have particular needs so they can provide services such as password schemes to prevent bogus callers, special arrangements to communicate with these customers in an emergency and issuing bills and associated literature in other formats, such as large print or Braille.  Further detail can be found on our website.

MEDIA ENQUIRIES TO OFWAT PRESS OFFICE ON: 0121 625 1322 /1442/1416/1496. Out of hours enquiries to: 0121 625 1300.

Ofwat publications and press notices can be found on Ofwat's website at:www.ofwat.gov.uk