ROAR Insights

Great report and post from Money Wellness group, comparing hardship schemes across the water industry. Some interesting obserations at a summary levele.https://www.moneywellness.com/blog/every-water-companys-hardship-scheme-and-how-to-get-help-with-your-bill Summary of Tariff Schemes: CompanyTariff SchemeMaximum DiscountIncome ThresholdKey EligibilityAffinity WaterLIFTBill capped at £95.80/year£19,995/yearLow income or benefit recipientsAnglian WaterLITE/Extra LITE50%Income proportionateIncome vs. bill ratioBournemouth WaterWaterCare85%Water poverty (>5% disposable income)Water poverty statusBristol WaterAssist/WaterCare88%Means-tested benefits or low incomeSpending >5% income on billsDŵr Cymru WelshHelpUVariable reduction<£19,100/yearIncome + means-tested benefitsCambridge WaterAssure Safer60% (first year)<£22,011 (+£1,500 per child)Low income, meteredEssex & SuffolkLow-income discount40%<£26,000/yearIncome vs.… Read more

The initial swathe of review of billing journeys in the water sector have been released and make for some uncomfortable reading. Communication and proactive communication is key, as well as risk modelling, good vulnerable treatment processes and signposting for help…https://www.ofwat.gov.uk/wp-content/uploads/2025/05/Billing_journeys_interim_report_May_2025.pdf Key Observations by Company Dŵr Cymru Welsh Water High impact cases prevalent: 34% of customers reported a ‘very high’ impact – highest among companies.Issue type: Mistakes in billing were most common.Experience quality: Average-to-good on communication and action, but qualitative feedback… Read more

Summary of the UKRN Annual Plan for 2025, including focus on addressing and coordination treatment of customers who may be vulnerable or in vulnerable circumstances across industry sectors.https://ukrn.org.uk/app/uploads/2025/04/UKRN-Annual-Delivery-Plan-2025-26.pdf Summary The UK Regulators Network (UKRN) Annual Delivery Plan for 2025–26 outlines its programme of work to deliver six strategic objectives aligned with the 2024–27 UKRN Strategy. The plan details collaborative initiatives, regulatory capacity-building, vulnerability and net zero transition strategies, economic growth facilitation, and efforts to enhance the reputation of regulation as… Read more

Summary of the FCA webinar following their review of firms processes for customers in vulnerable circumstances.https://webinars.fca.org.uk/the-vulnerability-review-findings/join Summary: The FCA outlined their findings from a review on how firms are supporting consumers in vulnerable circumstances, building on their 2021 guidance. The review includes insights from firms, consumer research, and expert consultations, exploring how vulnerability is being addressed across various dimensions of financial services. The report also highlights areas where further improvements are needed, such as better product design, more effective outcomes… Read more

Released along side the FCA review into firm treatment of customers in vulnerable circumstances, this report reviewed areas of improvement to support good customer outcomes.https://www.fca.org.uk/publications/good-and-poor-practice/consumer-support-outcome-good-practices-areas-improvement Summary: This document outlined the findings from the FCA’s review of financial services firms’ approaches to consumer support, with a focus on how firms meet customer needs, facilitate access to support, foster a supportive culture, and monitor outcomes. It evaluates both good practices and areas for improvement in these domains, providing firms with a framework… Read more