CCW criticises Ofwat for ‘watering down’ meter read requirements

The Consumer Council for Water (CCW) has criticised Ofwat’s decision to change the meter reading requirements set out in the Customer Protection Code of Practice for business consumers.

Under CP0016, which Ofwat has approved, retailers must issue at least one accurate bill or invoice each year and, where the supply is metered, bills or invoices issued must use a visual, customer or remote meter read “where this is available”.

Ofwat reasoned that the previous requirement – that retailers issue at least one accurate bill or invoice each year based on a meter read where the supply is metered (without exception):

• Left retailers exposed to a standard they could not always meet for reasons outside of their control.

• In a small number of cases, meant the higher costs of reading difficult to read meters would be disproportionate to the customer and market benefit of such a read being taken.

Moreover, Ofwat said wholesalers, retailers and MOSL supported the change and that alternative drivers are present to ensure retailers read meters, including incentives under the Market Performance Framework, which are due to be further strengthened shortly.

However, CCW argued the change will negatively impact business customers by weakening the requirement for retailers to ensure accurate billing.

Christina Blackwell, head of business customers at CCW, said: “We want to see the strengthening of standards in the CPCoP, not a watering down. We are deeply concerned this change will mean retailers no longer issue an accurate customer bill where they have failed to read a meter. We expect retailers to do all they can to ensure every meter is being regularly read, so customers are billed for the water they use. We strongly disagree with the suggestion that, in some cases, the cost of taking a meter read outweighs the benefit to the customer. Regular meter readings are crucial, as they ensure customers are billed accurately, help detect leaks early and support customers in managing and understanding their water use. It is vital the CPCoP maintains robust requirements for retailers, to ensure the delivery of good customer service and the protection for businesses.”