New water ombudsman to help customers deal with complaints

Water customers will have stronger support if they’re facing issues such as inaccurate bills or leaking pipes.

A new water ombudsman will be set up and given legal powers to protect people in dispute with their water company.

It also means households will be able to use a single, free point of contact if they have a complaint.

Ministers believe this will bring dispute resolution processes for water in line with other utilities, such as energy.

The move was one of 88 recommendations in a major new report by the Independent Water Commission.

Ofwat to be scrapped

The government has also accepted a recommendation to replace the current regulator Ofwat with a new body.

Water functions from four different regulators - Ofwat, the Environment Agency, Natural England and the Drinking Water Inspectorate - will be combined into one.

Steve Reed, the environment secretary, said this will end the "complexity that gets in the way of delivering for customers" and ensure people are "never again hit by the shocking bill hikes we saw last year".

"A single, powerful regulator responsible for the entire water sector will stand firmly on the side of customers, investors and the environment and prevent the abuses of the past,” he added.

Water customers unhappy with bills

The announcement comes after a report from the Consumer Council for Water found that many people are unhappy with what they’re being charged.

Figures show that only half (53%) of water customers feel that they’re being charged a fair amount.

That’s 2% down on last year and the lowest level on record.

Figures also showed that less than two-thirds (65%) are satisfied they get value for money for their water service - a fall of 4%.

Help is available

If you’re on a low income or benefits and starting to feel the pinch, then there are options available.

We’ve put together a list of six ways to keep your water bills down, outlining some of the support that’s out there and small changes you can make at home.