Water companies to pay back £114million to customers after failing to meet key targets

26 September 2023, 13:28

Water companies ordered to pay millions of pounds back to customers
Water companies ordered to pay millions of pounds back to customers. Picture: Alamy

By StephenRigley

Water companies are to pay out millions of pounds after they failed to reach targets on pollution and caused supply interruptions for customers.

Listen to this article

Loading audio...

Ofwat, the industry regulator, said that firms are "falling short" on performance measures around leakages, supply and reducing pollution.

Engineers try to repair a water leak
Engineers try to repair a water leak. Picture: Alamy

Read More: Five people fall ill every day after swimming in Britain's polluted waters, as Feargal Sharkey reveals brush with death

Read More: Michael Gove planning to rewrite water pollution rules in bid to boost housebuilding

As a result, all but five of the 17 utility providers will have to give back money to customers. The others can increase prices.

Thames Water is the company that has to pay out the most, with more than £101million to send to customers, followed by Southern Water, which has to pay out £43million.

It's followed by Dŵr Cymru and Anglian Water who have to return £24m and £23.4m to their bill payers, respectively.

Water firms were classed as leading, average or lagging in categories including pollution incidents, customer service and leakage. No company was ranked as leading.

Seven are categorised as lagging in the 2022-2023 targets: Anglian Water, Dŵr Cymru, Southern Water, Thames Water, Yorkshire Water, Bristol Water and South East Water.

A further ten companies are listed as average.

Companies that have to give back money to customers are:

• Affinity Water

• Anglian Water

• Dŵr Cymru

• Hafren Dyfrdwy

• Northumbrian Water

• SES Water

• South East Water

• South West Water (South West area)

• South West Water (Bristol area)

• Southern Water

• Thames Water

• Yorkshire Water

Firms that have performed sufficiently and can charge more are:

• Portsmouth Water

• Severn Trent Water

• South Staffs Water

• United Utilities

• Wessex Water

David Black, CEO of Ofwat, said: "It is very disappointing news for all who want to see the sector do better.

"It is not going to be easy for companies to regain public trust, but they have to start with better service for customers and the environment.

"We will continue to use all our powers to ensure the sector delivers better value."Ofwat said is investigating all 11 water and wastewater companies with live enforcement cases for six companies for potential failures on sewage discharges into the environment.

Since 2020, companies have shown improvements in reducing leakage and internal sewage, with all but one company achieving the target for unplanned outages, though progress has been too slow across the board, Ofwat said.

The regulator said the payout figures are provisional until it completes the review process.

More Latest News

See more More Latest News

Storm Bert has begun to make an impact with snow closing roads

Storm Bert to wreak more havoc as more than 200 flood warnings issued across the UK for Sunday

Island nations which are vulnerable to climate change and some African countries have stormed out of COP29 in a row over funding.

Deal struck for $300bn for developing countries at COP29 after talks had looked set to collapse

A number of unidentified drones have been spotted over three airbases in Britain, the United States Air Force (USAF) has confirmed.

Security alert after unidentified drones spotted above three US-run RAF bases

Two-thirds of Brits support the assisted dying bill which are set to be voted on in the House of Commons next week.

'Two-thirds support assisted dying bill' poll claims after Justice Secretary expressed concerns about proposals

Russia is prepared to launch a flurry of cyber attacks on Britain and other NATO members to weaken resolve in support for Ukraine, minister Pat McFadden is set to warn the alliance.

Russia 'prepared to bash Britain with massive cyber attack', ministers to warn NATO conference

Exclusive
Singer Kate Nash says she has joined adult content site OnlyFans to sell 'pictures of [her] arse' in an interview with LBC's Natasha Devon.

'Sex work is really empowering': Singer Kate Nash tells LBC why she sells photos on OnlyFans

The UK is on a 'slippery slope to death on demand', Justice Secretary Shabana Mahmood has said in a letter to constituents.

'Slippery slope to death on demand': Justice Secretary details concern over assisted dying debate

Novak Djokovic has appointed Andy Murray as his coach for the Australian Open.

Andy Murray to coach old rival Novak Djokovic at Australian Open after retiring in August

Island nations which are vulnerable to climate change and some African countries have stormed out of COP29 in a row over funding.

Negotiators from climate-vulnerable nations walk out of COP29 in row over funding deals

Putin has said he will fire more of Russia 's new hypersonic missiles at targets in Ukraine

Kremlin warns 'a collision between the nuclear powers' is imminent as West fires missiles into Russia

Coleen Rooney on I'm A Celeb

'Wagatha Christie strikes again': Coleen Rooney uncovers I'm A Celeb secret as she calls out campmates

Chloe Barlow is one of the small business owners who will be affected by the change

'It's a mess': Small businesses hit out at EU red tape set to cost thousands, and say 'government has been no help'

Foreign tourists ride on boat in a river in Vang Vieng

Laos government 'saddened' by deaths of tourists in Vang Vieng which include South London woman

Leading brands are dumping Captain Tom Moore’s daughter Hannah Ingram-Moore

Top brands distance themselves from Captain Tom’s daughter after she cashed in on her father's legacy

Euston station has reopened

Euston station reopens after bomb squad carry out 'controlled explosion'

At least 11 people have been killed and more than 60 injured, Lebanon's health ministry has stated

Huge Israeli air strikes hit residential building in central Beirut, killing at least 11 people