Question to the Department for Environment, Food and Rural Affairs:

To ask the Secretary of State for Environment, Food and Rural Affairs, whether free and independent recourse is available to customers when water companies classify customer disputes as legal enforcement matters.

Customers who have unresolved disputes are advised to contact The Consumer Council for Water (CCW) who has the statutory function to help customers resolve complaints against their water company or retailer, as well as providing free advice and support.

Government has also committed to introduce a new Water Ombudsman. The ombudsman will provide an independent service to investigate and resolve complaints for customers. The ombudsman will be free to use and make impartial and binding decisions based on what is fair and will work with the regulator and CCW to drive improvements in the sector.