Source · Select Committees · Public Accounts Committee
Recommendation 9
9
Acknowledged
Unsatisfactory explanation of water bills undermines customer understanding and trust.
Conclusion
Customer bills cover operating costs; returns for financing used to pay for capital enhancements; and a contribution towards capital repayments.19 The Consumer Council for Water told us that to rebuild trust people need to understand what they are getting for their money.20 Ofwat described the way companies have explained customers’ bills as “unsatisfactory”, and told us that companies ought to supply information to customers, and make it simple, accessible and consistent.21 Maintaining vital infrastructure
Government Response Summary
The government agrees that customers need to understand what they are getting for their money, and states Ofwat is working with water companies to improve the clarity and transparency of bills.
Government Response
Acknowledged
HM Government
Acknowledged
The Government agrees that customers need to understand what they are getting for their money. Ofwat is working with water companies to improve the clarity and transparency of bills, and to ensure that customers have access to the information they need to make informed choices about their water services. This includes ensuring bills are simple, accessible and consistent.