Water Companies: Repairs and Maintenance
The question
To ask the Secretary of State for Environment, Food and Rural Affairs, what steps she is taking to ensure that water companies communicate effectively with consumers during maintenance work projects.
Answered by Department for Environment, Food and Rural Affairs
The Guaranteed Standards Scheme (GSS) requires companies to provide at least 48 hours' notice for planned supply disruptions lasting longer than four hours. Last year this Government doubled or more the financial penalties companies must pay to affected customers if they fail to meet GSS standards. Ofwat also requires water companies in England and Wales to communicate upcoming maintenance work and infrastructure projects transparently, focusing on accessibility, timeliness, and customer-led approaches.
If customers believe their water company has not communicated effectively, they can contact the Consumer Council for Water or use the alternative dispute resolution system.
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