Conclusion 13

For those consumers who are aware that support is available through the PSR, there is confusion about what that support is. CCW research indicates that, during supply interruptions in Tunbridge Wells around Christmas 2025, half of the people on the PSR did not receive the help they expected during the incident.37 More widely, 59% of PSR customers think it means that, if there is an outage and there is no water, they will get their water supply restored first, which is not automatically true. CCW told us it felt like companies were building lists of customers, but not building relationships; two in five people on a PSR have been contacted by their water company since they joined it. CCW said that not building relationships with customers means companies do not provide targeted support to people on the register when incidents such as the ones in Tunbridge Wells happen.38