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Forward Work Programme for Wales 2012-13 to 2014-15

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Forward Work Programme for Wales 2012-13 to 2014-15 Speaking up for Water Consumers Message from the Chair of the Wales Committee The Consumer Council for Water (CCWater) is now in its sixth year and this Forward Work Programme for Wales sets out our focus for water and sewerage consumers over the coming three years, and outlines how we will continue to effectively represent them. Last year the Welsh Government and the Department for Food and Rural Affairs jointly reviewed regulation and consumer representation in the water industry. Headed by David Gray, the review recognised that CCWater provided effective consumer representation and strongly endorsed our work and advocacy on behalf of water consumers since 2005. Importantly, it recognised that the water industry is different to other sectors and there is still a major job to do. Based on what we have done, the review concluded that there is a very strong case that CCWater INTRODUCTION should do the job in future: It outlined the importance of a specialist body in the water sector and highlighted the risks of making any changes while there are so many going on elsewhere. There are many challenges ahead effective for those that need them; in for the water industry and in its helping business customers get more service delivery for customers: we innovative service delivery; ensuring an will continue to play the key role of appropriate response to the long term providing the ‘balancing’ consumer sustainability of the water industry Diane McCrea voice to companies and regulators, and the challenges of climate change. Chair especially during the price setting Consumer Council for Water process; we have an important role We have always promoted and Wales Committee to play for consumers on the creation argued for a regulatory regime where of social tariffs that are acceptable water companies are required and to those that pay for them and are incentivised to use customers’ 2 back next Forward Work Programme for Wales 2012–13 to 2014–15 Speaking up for Water Consumers Message from the Chair continued to customers’ satisfaction and Overall as an organisation we have represent good value for money. cut our costs by nearly 20% over the Companies are required to engage past two years, and our staffing by well on customer priorities, and 15% in 2010/11. We are still looking respond to those priorities, to deliver to make further efficiencies without the kind of outcomes that customers compromising the service we offer seek. to consumers. However we are looking to invest in capacity during We are changing our ways of working the period of the Price Review to to a risk-based approach responding ensure customer issues are fully proportionately to the issues that analysed and their issues fully bring most benefits for customers. represented. This would be done We will focus our challenge where we at no extra cost to customers. INTRODUCTION have concerns on behalf of customers. This could be through our Local In Wales our commitment for Consumer Advocates (the new name consumers and direct work with for Wales committee members to companies and other stakeholders better reflect their new role), or for has delivered real benefits and example, within the new customer gives us a strong base on which challenge groups being established to build as we move forward in a for the next Price Review by Dŵr changing environment. Our aim Cymru Welsh Water and Dee Valley has always been and always will views to formulate business plans. engagement, consultation and Water. In addition, we will hold two be to provide tangible benefits to This approach to regulation is now research during the upcoming price meetings in public each year with customers, and the best value and happening and in response we will review. We will take a view as to water companies - one focussing on most effective service that delivers increase our focus on water whether this engagement has been overall performance and delivery, quantifiable results to all consumers companies’ plans for consumer done well and whether proposals are and the other on water quality. in the monopoly water industry. 3 back next Forward Work Programme for Wales 2012–13 to 2014–15 Speaking up for Water Consumers Who we are We are the independent, statutory water consumer body for Wales “…I value the role of the Consumer and England, with local consumer advocates and offices in Cardiff Council for Water in relation to “ We are the and across England. consumer representation in Wales.” independent, “…over the next few years we will see Our Wales team, responding to customers’ enquiries and complaints is based a considerable review and change in statutory water in Cardiff enabling us to develop a real understanding of water consumers’ regulation and strategic planning in the concerns in Wales. Our policy and advocacy work across Wales builds on water sector. The Consumer Council for consumer body and demonstrates the importance of the views of Welsh consumers. Water will have a key role in providing for Wales and critical input to inform these changes We work directly with water consumers, the Welsh Government, regulators over the next few years and to ensure England, with and water and sewerage companies in Wales (Dŵr Cymru Welsh Water, that the interests of customers, both Dee Valley Water, Scottish, and Southern and Albion Water1). householders and businesses in Wales local consumer are represented effectively.” advocates and INTRODUCTION A review of water consumer recommended that CCWater should representation and Ofwat was published continue to do that job. We believe there is more work to be offices in Cardiff in July 2011. This was commissioned done for water consumers. In drafting by the Welsh Government and the The Welsh and UK Governments this Forward Work Programme we have and across Department for Environment, Food announced their decisions in December embraced the vision in the Written England.” and Rural Affairs (Defra) the ‘Review 2011 with the Welsh Government’s Statement and the recommendations of Ofwat and consumer representation Written Statement on Water Policy3, in the ‘Gray Review’. We show that in the water sector2 led by David Gray. and Defra’s ‘Water for Life’4. we are ready and able to take on new Gray recognised the need for “continuing duties and responsibilities, which will effective consumer representation”, We welcome the Welsh Government’s strengthen our role in representing and that the “current functions of the Written Statement on Water Policy business customers, reviewing Consumer Council for Water should in Wales where the Minister for companies’ charging policies, and be retained in any reorganisation of Environment and Sustainable in investigating some complaint consumer representation”. He also Development, John Griffiths stated types currently handled by Ofwat. 1 Severn Trent’s customers in Wales are represented by our Central Committee. 3 The Welsh Government’s Written Statement on Water Policy in Wales 4 2 The Defra and Welsh Government Review of Ofwat and consumer representation in the water sector led by David Gray. 4 Defra’s ‘Water for Life’ publication. back next Forward Work Programme for Wales 2012–13 to 2014–15 Speaking up for Water Consumers What we do CCWater represents domestic and business water consumers in Wales and England. We use consumer research and feedback from domestic and business Our priorities customers to inform everything we do. We take up the complaints of We will continue to be a strong and effective consumer champion in domestic and business consumers where their local water company has delivering the key objectives in this Forward Work Programme for Wales, 5 failed to resolve issues with their water or sewerage services. Our work on while considering the sustainable development of the water industry. We will behalf of water consumers means we are recognised by the Welsh and UK conduct consumer research to make sure our work is focused on what matters Governments, the water industry, regulators and associated organisations to water consumers, and look to other sectors’ evidence where this can inform as the informed, influential and effective water consumer champion. our thinking. The objectives in this Forward Work Programme for Wales are developed from what water consumers continue to tell us are their priorities6. We continue to ensure we are delivering have a say in decisions that affect their Value for Money - A fair, affordable charge for the service and help for best value for customers. We reduced our water or sewerage bill. We also said that those who cannot pay, creating a sustainable water and sewerage service INTRODUCTION costs by 10% in 2010/11, and almost 10% customers will only accept changes to now and in the future. in 2011/12. We are considering how best to their bills, if companies identify and focus Right First Time - Problems sorted out quickly and without hassle. use our resources to ensure customers on delivering the outcomes customers Water on Tap – Safe, reliable, good quality tap water that is sustainable are properly represented during the Price want and need to have delivered. and consumers use wisely. Review, and in discussions on tariffs and A Sewerage System that Works – Successful delivery of a sustainable complaint handling: this would be at no Ofwat has responded to our suggestions wastewater service with minimal sewer flooding. extra cost to customers. Consequently by creating what we hope will be a more we will still only cost about 21p per bill customer-focused price setting process Speaking up for Water Consumers – Achieve improvements for water payer during the implementation of that aims to involve customers and focus consumers and help local consumers’ views be the drivers of key this programme. on the outcomes customers’ value. Water decisions that affect their water bill and services.
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