Water companies in Wales must do more to support customers struggling to pay their bills, says water watchdog

WATER COMPANIES in Wales must make sure that customers who cannot afford to pay their bills are given the help they need, according to the Consumer Council for Water (CCWater).

The watchdog’s call comes as today’s annual publication of charges by Water UK reveals that the average water and sewerage bill for Dŵr Cymru Welsh Water customers in 2016-17 will remain the same as for last year at £438.

In the case of Dee Valley Water average water charges will rise by £7 to £145 from April 2016. It means that the average water and sewerage bill for their customers – based on Dŵr Cymru Welsh Water’s sewerage charges – will be £402.

The figures show average bills but what customers actually end up paying will vary depending on individual circumstances. That may mean some customers pay more or less than the average bill for their company.

Today’s announcement marks the second wave of charges under the five-year price setting deal finalised by Ofwat, the industry’s regulator, in December 2014. Between 2015 and 2020 household bills are set to fall by an average of 5 per cent (before inflation).

Tom Taylor, Chair of CCWater’s Wales Committee, said: “We are pleased that Dŵr Cymru’s customers will see no change in their bills for 2016-17.

“Any customers in Wales worried about their bill should contact their company directly to discuss flexible payment options and other help available. From April 2016 Dee Valley will be offering support through a social tariff, ‘Here2Help’, whilst Dŵr Cymru’s HelpU tariff has been supporting low-income customers for almost a year*.

“One in seven water customers in Wales tell us they cannot afford their water bill**. So we will continue to challenge both companies to ensure they raise awareness of the assistance they can offer customers who urgently need support.”

The water watchdog is also supporting struggling customers by working with poverty relief charity Turn2us to launch an online benefits calculator and grants search tool to enable customers to identify additional income to help them to pay their bills.

The tools are available on the CCWater website – www.ccwater.org.uk – along with a water meter calculator which customers can use to find out whether they would save money by switching to a water meter.