Published by: Ofwat – Water Services Regulation Authority
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Key Take Aways
The UK water regulator, Ofwat, is introducing a new consumer involvement rule as part of the Water (Special Measures) Act 2025 to enhance accountability and trust in the sector.
The rule mandates water companies to establish arrangements for involving consumers in decisions that are likely to have a material impact on consumer matters.
This initiative aims to address low public trust, underinvestment, pollution issues, and allegations of short-term executive incentives within the water industry.
The policy builds on extensive stakeholder engagement, including over 11,000 responses to a consultation, with emphasis on effective consumer research, representation, and feedback mechanisms.
The proposed regulatory framework is outcome-based, emphasising insights, decision-making, and ongoing impact assessment, rather than prescriptive mechanisms.
Companies will be expected to understand d...
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