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BBC Business reporter Lucy Hooker reported that the government has announced the establishment of a new ombudsman to address issues such as leaky pipes and incorrect bills that people have encountered with water companies. This move comes as part of a broader initiative to revamp the industry following public concerns over escalating bills and a rise in sewage discharges into UK waterways. The upcoming changes in industry regulation are anticipated to be substantial, particularly after the imminent review of the sector by the Water Commission.
Environment Secretary Steve Reed has publicly committed to cutting the frequency of sewage discharges by water firms in half by 2030, marking the first time the government has set a specific target for pollution spills. In an interview on the BBC, Reed expressed his determination to enact significant reforms, labeling the sector as “broken” and its regulator as “clearly failing.” He emphasized that voters could hold him accountable if water quality does not see improvements by the next election.
The move towards appointing a new ombudsman to the water industry signifies the introduction of a consumer watchdog that will act as a central point of contact for individuals dealing with complaints, aligning it with other utility services. Additionally, the plan entails an expanded role for the Consumer Council for Water (CCW), the current public body that handles complaints. The Department for Environment, Food, and Rural Affairs (Defra) mentioned that the new ombudsman would possess legal authority to safeguard customers entangled in disputes with their water supplier.
The topic of the UK’s waterways and the responsibilities of private companies managing the nation’s water supply has triggered heated public discussions, with widespread demands for increased government involvement and stricter regulations. With a burgeoning population and the repercussions of climate change leading to more extreme weather conditions, the sector necessitates substantial infrastructure upgrades. Criticisms have been leveled at water firms for inadequate system investments while directing substantial sums to executives and shareholders. Moreover, data from the Environment Agency revealed a record 2,801 instances of sewage discharges by water companies into England’s waterways. Trust in water companies has dwindled, with a mere 35% of respondents from a CCW survey expressing satisfaction with their provider’s efforts to protect the environment
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