Water UK and ENA have produced a joint response to the UKRN, Ofgem, Ofwat report Making better use of data to identify customers in vulnerable situations: A follow-up report.

Key messages from the response

  • The project remains well placed to deliver priority services data sharing between energy networks and water companies across England and Wales by April 2020, although there are challenges and the companies are therefore ensuring the focus and resources are in place to overcome these and ensure delivery. The letter sets out the key milestones that will need to be met for national roll out to be delivered.
  • Customer trust in the process is key. The pilot has demonstrated the need for staff training to secure this trust and explain the benefits to customers and these lessons are being embedded in the project as it is rolled out.
  • At the heart of this project is the ambition to make it easier for customers to interact with, and have equal access to, services that they need. The letter emphasises that throughout this project, and beyond, companies will continue to look for opportunities to make the priority services registration experience seamless and as stress-free as possible.