The consumer watchdog for water has targeted drought as one of its key campaign focuses for 2023, along with ending water poverty and increasing minimum guaranteed standards scheme (GSS) payments.
Following last summer’s drought, and considering the implications of a dry winter, CCW said it would plan to “quickly mobilise” an awareness-raising campaign to help customers use less water.
The organisation has outlined its plans for 2023-24, including working towards the 2024 price review for which CCW noted “it has never been more important for people’s voices to be heard”.
The watchdog spearheaded action under the pillar of people and the environment, with the aim of continuing to encourage water companies to be more transparent on environmental performance.
This year the group will lead targeted efforts to raise awareness among both domestic and commercial customers about the value of water in society and how consumer behaviour impacts this. This work began last year with CCW’s rallying call for water efficiency to be granted the prominence and budget that water resource projects receive.
It will continue to push for Accelerated Reduction in Demand (ARID) to be created as a catalyst for better behavioural change messaging and incentivising demand management.
Research published by CCW in May last year highlighted that just 55 out of 100 people recognised the link between their behaviour and the water environment. In the annual manifesto, the group said it would raise awareness to 70% by 2030.
On ending water poverty, CCW said the price review should not present a choice between investment or affordable bills and called for companies to take account of affordability in business plans.
Those plans should demonstrate where changes have been made or plans adapted to reflect customer views if proposals were deemed unacceptable. It said CCW will influence Ofwat’s cost of capital work to ensure the regulator’s assessment reflects its own.
Focusing on water retail, CCW is pushing for a reduction in the number of complaints received from business customers by 10pp by March 2024.
CCW’s GSS campaign reflects the stagnancy of payments and standards since 2001. GSS covers customers’ rights to guaranteed minimum standards of service, as laid down by the government. Where a company fails to meet standards it must pay the customer a specified amount. CCW highlighted that neither standards nor payments have increased in 20 year and noted inconsistencies across England and Wales. It is calling for a rise to minimum GSS payments and consistency across companies.