![Pinterest](https://pinterest.com/pin/create/button/?url=https://uknews.evprotec.com/water-firms-forced-to-pay-back-customers-for-poor-performance/&media=https://uknews.evprotec.com/wp-content/uploads/2023/09/131254290_water.png&description=Image source, Getty Images Water companies have been ordered to pay back £114m to customers through lower bills after missing key targets. Ofwat, the industry regulator, said that firms are "falling short" on performance measures around leakages, supply and reducing pollution. It said that following a review, millions of pounds would be returned to households by cutting bills. Ofwat said in its assessment that not one company reached the highest measure of performance. Dŵr Cymru, Southern, Thames, Anglian, Bristol, South East and Yorkshire Water fell into the lowest category of "lagging" and the remaining 10 were rated "average". None were considered "leading". The regulator judges water companies in England and Wales against "stretching" targets set in 2019 for a five-year period. If they fail to meet targets, Ofwat restricts the cash that they can take from customers. All but five of the water providers reviewed will have to give money back to customers by reducing their bills in 2024-25, rather than each bill payer getting a lump sum refund. The companies that will have to cut bills are: Affinity Water Anglian Water Dŵr Cymru Hafren Dyfrdwy Northumbrian Water SES Water South East Water South West Water (South West area) South West Water (Bristol area) Southern Water Thames Water Yorkshire Water It is not yet possible to say how much each customer might see their bill reduced by, as the figures are provisional and will depend on where they live and inflation. Ofwat chief executive David Black said that while the reductions "may be welcome to bill payers, it is very disappointing news for all who want to see the sector do better". The regulator also found that customer satisfaction has been falling. "It is not going to be easy for companies to regain public trust but they have to start with better service for customers and the environment," Mr Black said. Water UK, the industry body, said that companies recognised there was "still much more to do to meet the regula){kind=link}
Water companies have been ordered to pay back £114m to customers through lower bills after missing key targets.
Ofwat, the industry regulator, said that firms are “falling short” on performance measures around leakages, supply and reducing pollution.
It said that following a review, millions of pounds would be returned to households by cutting bills.
Ofwat said in its assessment that not one company reached the highest measure of performance.
Dŵr Cymru, Southern, Thames, Anglian, Bristol, South East and Yorkshire Water fell into the lowest category of “lagging” and the remaining 10 were rated “average”. None were considered “leading”.