'Customers should be able to opt of new water bill charges - if they could end up paying more'
A councillor has told us she's being inundated with complaints from customers who feel 'forced' to take part in a scheme which could cost them more money
Last updated 30th Sep 2024
There's calls for a trial scheme - by South West Water - to put customers onto new tariffis to be scrapped.
Torbay councillor Hazel Foster says she'd had 30 constituents complaining to ger about feeling 'forced' on the scheme - where some customers will pay a reduced rate during the winter months but more between April and the end of September
The Wellswood ward councillor says customers have not been able to opt out of the scheme - and are not sure what bills will be, but worry they could end up paying more.
She said: "It just seems to be that the firm won't listen, they're doing what they want to do, and they're not being flexible with residents - who are already doing their best to save water.
"It's just very, very heavy handed - and locals are telling me they're really angry about it.
"It should be about choice. After all, lots are already on a water meter, many also have water butts in their gardens... but with this new tariff, some customers are being told they'll now have lower bills. But what that means is that others will now have higher bills."
The trial is supported by Ofwat and the water company has issued a statement about the scheme here
but has been unable to say which customers and in which areas will now be part of it.
A two-year scheme was launched in Barnstaple in April, for around 570 customers with the water firm saying 'around 90% of customers taking part will see a reduction in their bills as a result of the tariff'.
The water firm has told us a 'representative selection of customers across our regions have been selected whose meters are read in March and September of each charging year'.
They added: "This is so that the trials align to billing periods and we have the same seasonal consumption data to compare to over previous years to help us understand whether the trial has been successful."
In a formal statement, South West Water told us: "We will of course listen to any customer who may not want to take part in the trial.
"All feedback is valuable feedback. We hope that our customers will want to remain part of this so that we can help people to only pay for the water they use.
"Customers told us they wanted new and fairer ways of being billed for their water use, we have heard them loud and clear which is why this trial is launching in October."
The firm added that: "We see around 10-million visitors to our region every summer, our customers who live in the South West have told us that they don't want to have to pay for this additional demand on water. This is just one step we are taking to show that we are listening and taking action for the benefit of our customers."
South West Water are due to appear at Torbay Council Scrutiny meeting on Tuesday October 8, with customers also expected to attend to air their concerns.
In April, Emily Bulman, Director at Ofwat, said: “We welcome South West Water carrying out this trial and look forward to discussing with them how customers respond. It is vital that the water sector becomes more active and inventive in supporting customers who are struggling to make ends meet, as well as finding ways to help save water.
"New approaches on charging can do this.
“Now more than ever, it is time for water companies to show they understand and can respond to the needs of their customers, by supporting affordability and sustainability. Bills are a huge concern to many customers, and we need to see fresh thinking from companies.”