Government to launch new water ombudsman to boost consumer protection
The changes, which will expand the role of the Consumer Council for Water (CCW), will bring the sector into line with other utilities by creating a legally binding consumer watchdog.
It will also provide a single point of contact for consumers with complaints, instead of leaving them uncertain about where to go.
The Department for the Environment, Food and Rural Affairs said the new watchdog would help 're-establish partnership' between water companies and consumers.
In May, a survey by the CCW found trust in water companies had reached a new low, with less than two-thirds of people saying they provided value for money.
Only 53% said they thought what water companies charged was fair, even before the impact of a 26% increase in bills that came into effect in April.
CCW chief executive Mike Keil said he welcomed the move to create a mandatory ombudsman, saying it had been a 'key ask' of his organisation 'so people can have absolute confidence that when they complain, they have robust protection'.
The new ombudsman is part of Mr Reed's wider plans for a 'root and branch reform' of the water industry, set to be unveiled alongside a major review of the sector on Monday.
Following publication of the review, he is expected to say: 'The water industry is broken. Our rivers, lakes and seas are polluted with record levels of sewage.
'Water pipes have been left to crumble into disrepair. Soaring water bills are straining family finances.
'Today's final report from Sir Jon Cunliffe's Independent Water Commission offers solutions to fix our broken regulatory system so the failures of the past can never happen again.'
The key recommendation is expected to involve scrapping Ofwat and creating a new regulator, which could incorporate the work of the CCW.
Shadow environment secretary Victoria Atkins said stronger consumer protections were 'welcome in principle' but only 'part of the serious long-term reforms the water sector needs'.
She said: 'We all want the water system to improve, and honesty about the scale of the challenge is essential. Steve Reed must explain that bill payers are paying for the £104 billion investment plan. Ministers must also explain how replacing one quango with another is going to clean up our rivers and lakes.
'Public confidence in the water system will only be rebuilt through transparency, resilience, and delivery.'
Liberal Democrat environment spokesman Tim Farron called for Ofwat to be scrapped, saying the sector needed 'fundamental change, not another layer of bureaucracy'.
He added: 'If Ofwat remains in either name or nature, then the Government will have let the public down.
'Simply scrapping Ofwat but retaining a balkanised and weak regulatory framework will only be window dressing, so we are interested in the Government's proposals but the jury is still out as to whether they'll make much difference.'
Try Our AI Features
Explore what Daily8 AI can do for you:
Comments
No comments yet...
Related Articles
The Independent
6 minutes ago
- The Independent
‘Never again': Regulatory reform pledged to prevent repeat of water bill hikes
The Environment Secretary has said households will 'never again' face major water bill hikes as he announced an overhaul of regulation of the troubled sector. Steve Reed announced in a speech alongside the River Thames that regulator Ofwat would be scrapped, as part of measures to pull overlapping water regulation by four different bodies into one 'single powerful' regulator responsible for the whole sector. He made the announcement in response to an independent review by Sir Jon Cunliffe which called for the move, as one of 88 measures to tackle problems in the water sector. The review was commissioned by the Government to answer public fury over pollution in rivers, lakes and seas, soaring bills, shareholder payouts and bosses' bonuses. Mr Reed pledged the new regulator would 'stand firmly on the side of customers, investors and the environment', as he said the Government would cut sewage pollution by half by 2030 – based on a new, higher baseline of pollution in 2024 compared with previous targets relating to 2021. And it would oversee maintenance and investment in water infrastructure so that 'hard-working British families are never again hit by the shocking bill hikes we saw last year'. Questioned by journalists after the speech about future bill hikes, Mr Reed insisted it was 'absolutely the intention' that the reforms would ensure there was adequate investment in the long term to prevent the kind of 30% increase seen in customer water bills last year at the next price review in five years. He also accused the Tories of failing to ensure sufficient investment in crumbling pipes and infrastructure that would have prevented the recent hikes. But in a separate speech, review author Sir Jon warned that costs and bills are likely to continue to rise, as he recommended the Government introduce a national social tariff to help households struggling to pay. 'The cost of producing water and wastewater services is likely to increase over the medium and longer term as the industry has to replace ageing assets, respond to higher environmental and public health standards and continue to adapt to the challenges of population growth and climate change,' he said. 'And against that likely background of rising costs and rising bills, there is a need for a stronger safety net for the most vulnerable when exposed to water poverty.' Asked if investor returns will need to rise to attract the capital needed and contribute to bill hikes, Sir Jon said: 'All the investors I talked to said we are happy to accept a lower return … if you can give us lower risk on the downside. 'Bills will have to reflect what investors need, the equity they need. 'That is part of the cost of building the infrastructure that we need but at the same time, a regulator needs to continue to maintain pressure and efficiency.' Sir Jon's review did not explore renationalising water companies; ministers have refused to entertain the possibility despite demands from campaigners to return them to public ownership. Mr Reed warned nationalisation would cost £100 billion and slow down efforts to cut pollution. He said it was not the answer, adding: 'The problems are to do with governance and regulation, and we are fixing those problems so we can fix the problem of sewage pollution and unacceptable bill hikes in the fastest time possible.' The reforms would see a single regulator replace Ofwat and take in functions related to the water sector from the Environment Agency, which currently investigates pollution incidents and licenses water abstraction from the environment, as well as the Drinking Water Inspectorate and Natural England. Sir Jon suggested a new water regulator would take two years to set up after looking at the time frame for setting up Ofcom, the communications regulator, in the early 2000s. The process could involve bringing the different organisations together as one before integrating the staff and working out where there may be duplication or gaps. Sir Jon also said the Government will have to tackle the issue of securing a 'very high level of leadership', adding that the current system does not have the skills and expertise that will be needed in the new set-up. Asked if ministers need to carry forward all of his 88 recommendations to ensure a full reset of the sector, he said: 'I don't think you're going to solve the fundamental problem unless you tackle all of those issues. 'I think you can get improvement on all those dimensions, but I do think you need to address it all in order to move us to a different place.'
Leader Live
8 minutes ago
- Leader Live
‘Never again': Regulatory reform pledged to prevent repeat of water bill hikes
Steve Reed announced in a speech alongside the River Thames that regulator Ofwat would be scrapped, as part of measures to pull overlapping water regulation by four different bodies into one 'single powerful' regulator responsible for the whole sector. He made the announcement in response to an independent review by Sir Jon Cunliffe which called for the move, as one of 88 measures to tackle problems in the water sector. The review was commissioned by the Government to answer public fury over pollution in rivers, lakes and seas, soaring bills, shareholder payouts and bosses' bonuses. Mr Reed pledged the new regulator would 'stand firmly on the side of customers, investors and the environment', as he said the Government would cut sewage pollution by half by 2030 – based on a new, higher baseline of pollution in 2024 compared with previous targets relating to 2021. And it would oversee maintenance and investment in water infrastructure so that 'hard-working British families are never again hit by the shocking bill hikes we saw last year'. Questioned by journalists after the speech about future bill hikes, Mr Reed insisted it was 'absolutely the intention' that the reforms would ensure there was adequate investment in the long term to prevent the kind of 30% increase seen in customer water bills last year at the next price review in five years. He also accused the Tories of failing to ensure sufficient investment in crumbling pipes and infrastructure that would have prevented the recent hikes. But in a separate speech, review author Sir Jon warned that costs and bills are likely to continue to rise, as he recommended the Government introduce a national social tariff to help households struggling to pay. 'The cost of producing water and wastewater services is likely to increase over the medium and longer term as the industry has to replace ageing assets, respond to higher environmental and public health standards and continue to adapt to the challenges of population growth and climate change,' he said. 'And against that likely background of rising costs and rising bills, there is a need for a stronger safety net for the most vulnerable when exposed to water poverty.' Asked if investor returns will need to rise to attract the capital needed and contribute to bill hikes, Sir Jon said: 'All the investors I talked to said we are happy to accept a lower return … if you can give us lower risk on the downside. 'Bills will have to reflect what investors need, the equity they need. 'That is part of the cost of building the infrastructure that we need but at the same time, a regulator needs to continue to maintain pressure and efficiency.' Sir Jon's review did not explore renationalising water companies; ministers have refused to entertain the possibility despite demands from campaigners to return them to public ownership. Mr Reed warned nationalisation would cost £100 billion and slow down efforts to cut pollution. He said it was not the answer, adding: 'The problems are to do with governance and regulation, and we are fixing those problems so we can fix the problem of sewage pollution and unacceptable bill hikes in the fastest time possible.' The reforms would see a single regulator replace Ofwat and take in functions related to the water sector from the Environment Agency, which currently investigates pollution incidents and licenses water abstraction from the environment, as well as the Drinking Water Inspectorate and Natural England. Sir Jon suggested a new water regulator would take two years to set up after looking at the time frame for setting up Ofcom, the communications regulator, in the early 2000s. The process could involve bringing the different organisations together as one before integrating the staff and working out where there may be duplication or gaps. Sir Jon also said the Government will have to tackle the issue of securing a 'very high level of leadership', adding that the current system does not have the skills and expertise that will be needed in the new set-up. Asked if ministers need to carry forward all of his 88 recommendations to ensure a full reset of the sector, he said: 'I don't think you're going to solve the fundamental problem unless you tackle all of those issues. 'I think you can get improvement on all those dimensions, but I do think you need to address it all in order to move us to a different place.'
The Independent
15 minutes ago
- The Independent
Ofwat scrapped to end water regulation that ‘failed customers and environment'
Ofwat will be abolished as part of an overhaul of a 'broken' water regulation system that failed customers and the environment, the Government has confirmed. Environment Secretary Steve Reed made the announcement in response to an independent review by Sir Jon Cunliffe commissioned by the Government to answer public fury over pollution in rivers, lakes and seas, soaring bills, shareholder pay outs and bosses' bonuses. Mr Reed said the move to create a single 'powerful' regulator taking in the functions of four existing bodies with overlapping functions would curb pollution and 'prevent the abuses of the past for customers'. He said it would ensure ' British families are never again hit by the shocking bill hikes we saw last year', and committed to cut water companies' sewage pollution in half within five years.
