Menu
18/09/2003
Water regulators consider options on bill payments
WaterVoice and Ofwat today published the findings of research which recommends extra charges, more vigorous recovery action or other sanctions as ways to encourage customers to pay their bills.
The qualitative research, carried out during the summer by Accent Marketing and Research, was commissioned jointly by WaterVoice and Ofwat - in consultation with Water UK - against a background of rising debt in the water industry.
The levels of outstanding bill payments, the amount of revenue written off, the numbers of customers in debt and expenditure on debt collection by the water industry have continued to rise since 1998-99. The total household revenue outstanding for up to 48 months for 2002-03 stood at £781 million, an increase of £115 million (17%) since 1998-99.
WaterVoice and Ofwat have been exploring ways to tackle this growing debt problem and "wished to gain a better understanding of how customers viewed paying their water bills", and to identify ways in which the water companies could encourage customers to pay bills promptly and regularly.
Along with fines and more efficient bill recovery methods, the need for frequent and effective communication between the water company and customers also emerged as a key factor in encouraging prompt and regular payment of bills.
The research found that rent/mortgage and Council Tax were seen as the top priorities, with water featuring alongside gas and electricity as the next most important items. However, customers with water debt often had multiple debts and were continually juggling which bill to pay next, and how much – which was commonly described as "robbing Peter to pay Paul".
Maurice Terry, WaterVoice Chairman, said: "The research has provided some useful insights which could help to improve and focus the companies' efforts in collecting payment of water and sewerage bills from their customers.
"We will seek to ensure that the water companies' debt management and recovery approaches are tailored to collect outstanding revenue as effectively as possible, so as to minimise the cost of debt recovery which is borne by customers."
(gmcg)
The qualitative research, carried out during the summer by Accent Marketing and Research, was commissioned jointly by WaterVoice and Ofwat - in consultation with Water UK - against a background of rising debt in the water industry.
The levels of outstanding bill payments, the amount of revenue written off, the numbers of customers in debt and expenditure on debt collection by the water industry have continued to rise since 1998-99. The total household revenue outstanding for up to 48 months for 2002-03 stood at £781 million, an increase of £115 million (17%) since 1998-99.
WaterVoice and Ofwat have been exploring ways to tackle this growing debt problem and "wished to gain a better understanding of how customers viewed paying their water bills", and to identify ways in which the water companies could encourage customers to pay bills promptly and regularly.
Along with fines and more efficient bill recovery methods, the need for frequent and effective communication between the water company and customers also emerged as a key factor in encouraging prompt and regular payment of bills.
The research found that rent/mortgage and Council Tax were seen as the top priorities, with water featuring alongside gas and electricity as the next most important items. However, customers with water debt often had multiple debts and were continually juggling which bill to pay next, and how much – which was commonly described as "robbing Peter to pay Paul".
Maurice Terry, WaterVoice Chairman, said: "The research has provided some useful insights which could help to improve and focus the companies' efforts in collecting payment of water and sewerage bills from their customers.
"We will seek to ensure that the water companies' debt management and recovery approaches are tailored to collect outstanding revenue as effectively as possible, so as to minimise the cost of debt recovery which is borne by customers."
(gmcg)
Related UK National News Stories
Click here for the latest headlines.
09 January 2014
Burst Water Main Causes Chaos
A burst water main has caused considerable flooding in Glasgow. A statement from Scottish Water said: "An issue with a faulty valve which regulates pressure has resulted in burst water mains in Mount Stuart Street, Shawlands; Cowcaddens and Duke St at the junction of East Wellington Street and Shettleston Road.
Burst Water Main Causes Chaos
A burst water main has caused considerable flooding in Glasgow. A statement from Scottish Water said: "An issue with a faulty valve which regulates pressure has resulted in burst water mains in Mount Stuart Street, Shawlands; Cowcaddens and Duke St at the junction of East Wellington Street and Shettleston Road.
07 November 2003
Water price rise proposals 'unacceptable for customers'
WaterVoice has today described companies' proposals for billing as "unacceptable to customers in their current form", and called on water companies, regulators and the government to "think about customers' priorities" in terms of value for money.
Water price rise proposals 'unacceptable for customers'
WaterVoice has today described companies' proposals for billing as "unacceptable to customers in their current form", and called on water companies, regulators and the government to "think about customers' priorities" in terms of value for money.
01 March 2006
Water firm to introduce meters
A water company in the south east of England has been given permission to install compulsory water meters in homes. Folkestone and Dover Water Services was granted "water scarcity status", which will allow it to force all 65,000 homes in its service area to install meters.
Water firm to introduce meters
A water company in the south east of England has been given permission to install compulsory water meters in homes. Folkestone and Dover Water Services was granted "water scarcity status", which will allow it to force all 65,000 homes in its service area to install meters.
29 August 2003
'Dismay' over proposed increases to water charges
WaterVoice reacted with dismay yesterday to the announcement by the water industry body Water UK that the expected average water bill of £240 in 2004-05 could rise by £15 on top of inflation, every year for the next five years; a total increase of £75 (or 31%).
'Dismay' over proposed increases to water charges
WaterVoice reacted with dismay yesterday to the announcement by the water industry body Water UK that the expected average water bill of £240 in 2004-05 could rise by £15 on top of inflation, every year for the next five years; a total increase of £75 (or 31%).
18 January 2007
Water companies lift hosepipe bans
Several water companies have eased restrictions on water usage by lifting hosepipe bans today. Thames Water, Southern Water, Three Valleys Water and Sutton and East Surrey Water have announced the end of restrictions this morning. However, customers of South East Water and Mid Kent Water remain subject to hosepipe bans.
Water companies lift hosepipe bans
Several water companies have eased restrictions on water usage by lifting hosepipe bans today. Thames Water, Southern Water, Three Valleys Water and Sutton and East Surrey Water have announced the end of restrictions this morning. However, customers of South East Water and Mid Kent Water remain subject to hosepipe bans.
-
Northern Ireland WeatherToday:A showery start with outbreaks most frequent north of Lough Neagh and through the morning, before dwindling during the afternoon as the northwest breezes ease and brighter spells of weak sunshine prosper. Maximum temperature 8 °C.Tonight:A dry night, save for a few light showers around the coasts, with prolonged clear spells and light winds bringing a frosty dawn for many in central and southern parts. Minimum temperature -3 °C.
