Consumer Council for Water
Watchdog calls for more urgency in tackling water supply disruption and leakage
Some water companies need to do much more to protect customers from disruption to their water supply and reduce leakage, according to the Consumer Council for Water (CCWater).
The consumer group’s annual Water Water Everywhere? report shows that the amount of time people suffered disruption to their water supply has risen by a fifth since 2016/17.
The report raises questions over whether some companies are in a stronger position to deal with any repeat of the severe cold weather and rapid thaw, which left thousands of customers without water in March 2018.
It also shows that the industry lost 3.16 billion litres of water through leaky pipework in 2018/19 – a fall of 0.2 per cent. Three water companies – Thames Water, Affinity Water and Hafren Dyfrdwy – failed to meet their leakage targets and the watchdog is concerned the industry’s slow overall progress may dampen individuals’ own motivation to save water.
Bristol Water was the industry’s best performer, losing an average of 71 litres per property per day – compared to Thames Water, which reported the highest levels of leakage (177 litres per property per day).
Water consumption has been on the rise for the past four years with the average person using 143 litres a day in 2018/19, up from 141 litres in the previous 12 months. Many people are already making a conscious effort to be more water efficient. And that will become increasingly important as population growth and climate intensify the pressure on our water resources. But CCWater has repeatedly warned the industry that consumers are much less likely to play their part if they think their water company is not doing enough to tackle leakage.
Karen Gibbs, Senior Policy Manager at the Consumer Council for Water, said: “It’s clear that some companies still need to do much more when it comes to reducing supply interruptions and curbing leakage, which can damage people’s perceptions of the industry and deter them from saving water themselves.”
“Being left without water causes huge inconvenience to people and can be extremely isolating for the most vulnerable customers.”
Consumers were left without water for an average of 13 minutes and 14 seconds in 2018/19. That marks a significant fall on the previous year when the results were skewed by the huge disruption experienced during and after the ‘Beast from the East’ and Storm Emma. But the losses were still almost 22 per cent higher than two years ago, with eight companies falling short of their targets.
The latest leakage figures also raise doubts over whether some companies will be able to achieve the more demanding targets being set by the regulator Ofwat, as part of the current price-setting process for 2020 to 2025.
It is the third successive year that Thames Water missed its target, while Affinity Water came up short for the second year running. These companies risk undermining their own efforts to encourage people to use water more wisely in the south east of England, where water resources are under the most pressure.
Much more encouraging progress has been made in the battle to eradicate sewer flooding, which can cause misery for households and businesses. Over the last five years the number of properties flooded with sewage has fallen by a quarter and that trend continued in 2018/19 – down from 3,560 to 3,252. There was also a further fall in the number of external areas flooded with sewage, with incidents having declined by almost 40 per cent over the past five years.
You can read the full report, which also looks at the growth of metering and companies’ pollution performance, here
For more information, call the media team on 0121 345 1005.
NOTES FOR EDITORS
The report’s appendices can be found here
Latest News from
Consumer Council for Water
Households hit by virus impact urged to tap into water company support26/03/2020 09:20:00
Households whose finances are being impacted by the coronavirus outbreak are being urged to tap into support from their water company.
Seeking support during the coronavirus outbreak24/03/2020 09:20:00
We know that this is a challenging and uncertain time for everyone and that the coronavirus outbreak is having an impact on so many aspects of our lives.
Farmers and waterbills: time to charge ahead for accurate billing23/03/2020 09:25:00
Paul Hammett, the NFU’s National Water Resources Specialist, discusses the impact the retail water market has had on farmers’ bills – and how they can avoid falling foul of inaccurate wastewater charges.
CCW backs plan to tackle threat to future water supplies17/03/2020 16:48:00
A blueprint to protect the future of our water supplies and environment from the impact of climate change and a growing population has received backing from CCW.
CCW consults on changes to regional committees05/03/2020 12:43:00
CCW is consulting on proposed changes to its structure which would see it reduce the number of committees it has across England and Wales.
Welcome to the CCW Business Customer Hub03/03/2020 12:20:00
Welcome to the new CCW Business Customer Hub – a one-stop shop for all the latest news and views from the world of water.
Water companies set out plans to meet the needs of a growing population27/02/2020 09:25:00
Balancing the needs of a growing population and the pressure on future water supplies will be the focus of a consumer group’s meeting in Peterborough on Tuesday (3 March).
CCW bids to end water customers’ frustration over billing complaints21/02/2020 09:20:00
Tackling the root causes of complaints about bills and debt could help transform consumers’ views of the water industry, according to a new report.
Customers in Wales urged to tap into ways to save13/02/2020 09:20:00
Last week it was announced that the average cost of water bills in Wales is set to rise from April. With 1 in 8 customers already telling us they find their water bill unaffordable, this will undoubtedly have an impact on people already feeling the pinch.