ROAR Insights.

Insights ¦ Anglian Water’s Customer vulnerability strategy 2025

Published by: Anglian Water Search for original: Link Key Take Aways Anglian Water’s vulnerability strategy aims to make a meaningful and inclusive support system for customers, exceeding regulatory expectations in the water sector. The organisation has significantly expanded its Priority Services Register (PSR), supporting 14.7% of its customer base (~444,387 customers) as of March 2025. The strategy is built on core principles: customer control, accessible support, partnership working, and ongoing improvement, aligned with Ofwat’s guidance. The organisation has committed to… Read more

Insights ¦ Cost of living: wave six

Published by: Ofwat Search for original: Link Key Take Aways Despite a slight decline, over half of water bill payers still struggle to pay household bills frequently, highlighting ongoing affordability pressures. Awareness of financial support options for water bills is increasing, now at 34%, with support receipt stabilising at 9%, second only to electricity among utility sectors. Concerns about water bills remain stable at 27%, with the worry about monthly increases also persisting, especially among those struggling financially. The proportion… Read more

Insights: Car finance dealer commission – court ruling

Summary of the Car Finance dealer commission appeal ruling https://supremecourt.uk/uploads/uksc_2024_0157_0158_0159_judgment_2bb00f4f49.pdf Summary This UK Supreme Court ruling addressed three conjoined appeals concerning the lawfulness of undisclosed or partially disclosed commissions paid by motor finance lenders to dealers in hire purchase agreements. The appellants—Close Brothers Ltd and FirstRand Bank Ltd—challenged findings that such commissions were bribes or secret profits in breach of fiduciary or “disinterested” duties owed by dealers to customers. The judgment provides a definitive legal stance on fiduciary duties, the… Read more

Monthly Regulatory Summary: UK 2025 July

A monthly summary of regulatory developments in the UK. A pdf version and copies of the weekly update can also be found here. Summary Headlines and Activity Summary Headlines and Activity (July 2025) Financial Conduct Authority (FCA): Motor Finance Commissions – Supreme Court Ruling: The FCA welcomed a Supreme Court judgment clarifying that undisclosed dealer commissions on car loans did not automatically constitute “bribes” or unfairness under consumer credit law. The regulator worked through the weekend to analyse the ruling… Read more

Insights ¦ What We Need – Support

Published by: Chris Fitch Search for original: Link Key Take Aways There exists a rare ‘once in 25 years’ opportunity to revolutionise vulnerability data-sharing in essential sectors, including financial services. Success hinges on adopting a human-centric approach that tackles consumer disincentives and logistical barriers to disclosure. Consistent, shared terminology around ‘data-sharing’, ‘disclosure’, and ‘vulnerability’ is vital to reduce misunderstandings and build trust. Systems should prioritise delivering actionable support over mere flags, preventing redundant disclosures and enhancing customer experience. Consumer control,… Read more

Insights ¦ Independent Water Commission: Summary Report

Published by: Independent Water Commission Search for original: Link Key Take Aways The report presents the most comprehensive review of the UK water sector since privatisation, emphasising a strategic 'reset' to restore public confidence and attract investment. A long-term, cross-sectoral National Water Strategy with a 25-year horizon is recommended for England and Wales, underpinned by statutory reporting and interim milestones. The current framework for water planning is overly complex, with a key suggestion to establish regional (or national in Wales)… Read more