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Policy and Government

Ofwat guidelines for Water Companies supporting customers in financial difficulty

calendar27 July 2021

CAP have welcomed new proposals from Ofwat, the regulator for the water industry, that set out guidelines for water companies in their treatment of customers in debt. They have created a strong foundation to enable water companies to deal sensitively and sensibly with those struggling financially, to help them pay thier bills, access help and we pay debt. Further to the proposed changes, we have highlighted in our response how the water industry's use of high court enforcement agents is disproportionate to the severity of the debt being owed, and suggested the industry reduce their disproportionate use of this practice.

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