UPDATE ON COMPANY PERFORMANCE ON THE APPLICATION OF SERVICES FOR DISABLED OR ELDERLY CUSTOMERS

Transcription

1 UPDATE ON COMPANY PERFORMANCE ON THE APPLICATION OF SERVICES FOR DISABLED OR ELDERLY CUSTOMERS DECEMBER 2007

2 EXECUTIVE SUMMARY The Consumer Council for Water (CCWater) has conducted a review of the changes and progress made since September 2005 to the way in which companies promote, target and deliver services for disabled or elderly customers. (Companies may use their own brand names such as Extra Care, Careline and Helping Hands for these services.) The previous review of these services was undertaken by our predecessor organisation WaterVoice. CCWater was created on 1 October 2005 to replace WaterVoice as the consumers representative in the water and sewerage industry. The work undertaken by CCWater has also been reviewed. 1 The Key Findings of the Review are: All companies continue to meet the majority of the Guidelines stipulated by the Water Services Regulation Authority (Ofwat). Several companies have improved their services since the 2005 Review. The main area in which companies could continue to develop their services is by maintaining links with other utilities both in terms of promoting consumer awareness of the register and exploring the options to share passwords. 2 Current Position The register - When the companies submitted their annual returns to Ofwat in June 2007 a total of 89,534 customers were listed on the companies registers of elderly or disabled customers. 1 (Note: No matter how many services households are registered for, they are generally only recorded once on the register.) This is an increase on the 82,841 reported in June 2006 but continues to fall short in comparison with numbers in the energy sector. In 2006 there were 630,000 customers on the gas companies Priority Services Register and around 800,000 on the registers kept by the electricity companies. There may be an element of double counting in the energy sector figures if customers have elected for more than one of the services on offer. The Priority Services Register also offers a wider range of services, such as gas safety checks, the equivalent of which are not currently available to water customers. Promotion of the register -There have been improvements by several companies in the way that their services are promoted. The establishment of links and the exchange of information between the companies and local social services and Primary Care Trusts, is one example. Communication of information on services and paying bills -Most companies are now able to send bill information to their customers by . This is a welcome improvement given the increasing number of customers who now have computers at home. Identification of company personnel and passwords -Some companies expressed concern at the use of Braille strips on company personnel ID cards as customers would need to open their 1 Source: June Return Ofwat asked for companies to report on number of customers but many report households which may contain two or more customers requiring assistance. 2

3 doors in order to read them and it has also been suggested that these strips can be copied. The RNIB advocate the use of a password scheme where the customer is able to choose their own password as good practice. All companies offer a customer selected password scheme and are now signed up to the Bogus Caller Scheme, or follow good practice in this area. Meter re-siting and reading services -All companies offer meter readings on request for all elderly and disabled customers Access to company buildings and provision of advice on fittings and aids -Most companies now offer customers advice on where to find information about the fitting of aids and equipment. Staff training -All companies now train their staff to deal with elderly and disabled customers and the majority have confirmed that this training is refreshed regularly. 3 Progress on Recommendations from the 2005 Review Water Companies There have been a number of advances in the way that the companies maintain their Registers since the last review: All companies now ensure that customers remain on their Register if they move within the company area; many now have policies in-place to advise the customer of the need to register with their new company if they are moving out of the area. All but one company provide information about the Register on their websites. Since 2005 many companies have made a number of improvements to the way they promote the Register including advertising in local media and establishing links with specialist organisations. Three companies now offer compensation where there has been a service failure in relation to the Register. Ofwat Ofwat now refers to customers referred for Special Assistance and believe that this terminology is more appropriate and welcoming to eligible customers. Respondents to its consultation paper (RD23/03) did not support changing the name of the services to Priority Service Register as this could be costly in terms of changing literature and may prove confusing for those customers already signed up to the services. Some respondents also felt that the term was inappropriate (suggesting those registered get a better service) and could be offensive to some. Ofwat alerts the appropriate specialist organisations to the availability of these Registers via their H2Ofwat newsletter, which is distributed to key stakeholders, including Citizens Advice Bureaux and Help The Aged. (October 2005 and November 2006 newsletters). Ofwat also issued a press notice in September 2007 to publicise the rebranded Vulnerable Group Tariff (WaterSure) and included the 2007 special assistance figures at the same time. 3

4 Ofwat supported the recommendation for companies to issue Large Print identity cards in accordance with the National Cold Calling Protocol and also to include reference to the Home Office Distraction Burglary/Bogus Caller initiative. Consumer Council for Water The Committees have continued to monitor companies adherence to the Ofwat Guidelines to ensure that consumers receive the additional services that are being advertised. A number of Committees have managed to establish links with other organisations eg Disability East and persuaded them to carry advertisements about the Special Assistance Register in their publications. 4 Recommendations from Current Review Companies Companies who do not yet have the facility to offer on-line applications for the Special Assistance Register should look to introduce this option. The option of receiving bills by should also be provided. All companies should be encouraged to refer to their schemes as Special Assistance Registers where they do not already have their own brand names. Many companies highlighted that some customers may be too proud to ask for help and that scheme names should be amended to sound more positive. Further joint working initiatives should be explored. Primary Care agencies are often better placed to identify those customers who would benefit from the services offered by the Special Assistance Register rather than the companies. Better tracking of the effectiveness of different ways of promoting the scheme should be implemented. Those companies not already doing so should provide Large Print identification cards for their staff. All companies should look to train members of staff who can sign to deaf visitors and ensure that staff are trained to deal with elderly and disabled customers. Consumer Council for Water We will continue to make regular checks to ensure that companies are providing the services they claim to deliver under the Special Assistance scheme, and we will consider how best to involve specialist care agencies in this process. We will develop case studies of customers on the Special Assistance register to determine whether the scheme delivers real benefits in its current format and if there are services which customers would find helpful which are not currently being offered. 4

5 We will continue to be an active member of the Home Office/Water UK Group discussing the issue of Distraction Burglaries Committees will encourage companies to be open to the different individual needs of their customers when considering a request for a meter re-siting. We will explore the options to raise public awareness of the Special Assistance Scheme through the use of our stakeholder publication On Tap and the consumer zone of our website. Ofwat CCWater has recommended that Ofwat considers revising the Guidelines: to include reference to electronic forms of applications to explain that induction training and basic training should be provided to all staff dealing with disabled or elderly customers. 5

6 SECTION 1: BACKGROUND AND PROCESS Background In line with its Forward Work Programme, CCWater is committed to supporting vulnerable consumers. CCWater therefore carried out a review to assess change by both water companies and CCWater since September 2005 in the implementation of Ofwat s Guidance entitled Services for disabled or elderly customers. We have not included Cholderton Water because it is a very small water only company but we understand it operates a register of priority needs customers and the offer of Braille bills where required. Overall purpose of the review The overall purpose of the review was to: Identify changes in company practice since the 2005 review; Identify areas of good practice; Identify current difficulties experienced by the companies in implementing the guidelines; Recommend further changes to the Guidelines; Identify lessons to be learned from the energy sector. Scope of the review This review considered services provided to those customers covered by the existing Ofwat s Services for disabled or elderly customers Guidelines. It did not cover other issues such as customers on low income or water efficiency. Methodology All water and sewerage companies were asked to update their entries in the WaterVoice report dated September Consumer Council for Water offices were asked to report on the actions taken by the committees since September Please note key for all tables in the report: denotes service offered as detailed in September 2005 report, denotes improvements since September 2005 report, X denotes service previously offered but now withdrawn, a blank indicates no service offered. 6

7 SECTION 2: CONSUMER COUNCIL FOR WATER REPORTS ON ACTIONS BY COMMITTEES This section provides an update on the recommendations provided in the September 2005 review: Recommendations from the 2005 review by WaterVoice: CCWater regional committees should continue the work of WaterVoice in lobbying companies as outlined in the 2003 recommendations to widen links with specialist organisations and work with other utilities on this issue. CCWater regional committees should contact care and advice agencies, consumer organisations and specialist organisations in their area to promote awareness of the services available for disabled and elderly customers. CCWater regional committees may wish to consider approaching their local Consumer Support Network to liaise with appropriate agencies. CCWater regional committees to encourage companies to use Primary Care Trusts as a way of reaching carers. All Committees were asked to comment on what actions they had taken since the 2005 WaterVoice review and to assess the performance of their companies in complying with the Guidelines. They were also asked to highlight any good or innovative practices adopted by their companies outside of the Ofwat Guidelines that might be adopted by the industry. Most of the Committees reported little significant activity in this area since As most of the companies now follow the majority of the Ofwat Guidelines there was a general view that these activities were sufficient to ensure that eligible customers were included on the register. One Committee suggested that the lower numbers, compared to the energy sector, might be explained by the fact there were fewer loss of supply issues in the water industry. The August 2007 floods in Yorkshire, Gloucestershire and elsewhere were felt to represent a good opportunity for CCWater and the companies to highlight the benefits of the Special Assistance Registers. In general greater promotion of the schemes during telephone contact with customers was recommended. Customer Advisors should be encouraged to mention the register if they believe a customer is elderly or if a disability is mentioned. Proactive targeting of customers above a certain age, where this information was available, was also supported. Good Practice CCWater Eastern arranged for advertisements and inserts publicising the Special Assistance Registers to be placed in a number of local publications using their Chair and members contacts. 7

8 A Mail shot was sent to all local Citizens Advice Bureaux which included advice about the Special Assistance Registers, but there was no discernable increase in contact following this activity. Further Recommendations following 2007 Review Committees should undertake regular health checks to ensure that their companies are adhering to the services they claim to offer under the Ofwat Guidelines. Committees should keep a record of any complaints received from customers on the Special Assistance Register and use them to determine whether their companies could take any positive action to resolve the issues raised perhaps by offering additional services. Case Study research with customers on the Special Assistance Register could be used to find out if the scheme is addressing their needs and what improvements they think could be offered. 8

9 A: REGISTER OF ELDERLY OR DISABLED CUSTOMERS WITH SPECIFIC REQUIREMENTS The Guidelines state that Companies should maintain accurate and up to date records of customers (or members of their households) who have expressed a need for specific assistance or service. This Register should include details of the customer s specific requirement in relation to their water or sewerage service [ ]. Recommendations from the 2005 Review by WaterVoice: In recognition of the significant number of companies who now offer such services, Ofwat should give further consideration to the 2003 recommendations to revise the Guidelines to include reference to electronic forms of application. At the time of this review a total of 89,534 customers were listed on the Registers according to the information submitted to Ofwat in the June 2007 return. See Table 1 for details of how water companies maintain their registers. Key Findings: There have been a number of advances in the way that the companies maintain their registers since the last review: Methods of application: Dee Valley now operates a textphone/minicom service Dee Valley, Severn Trent, Thames and Three Valleys are able to accept on-line applications. Three Valleys make members of their staff available to visit customers to help them complete the application form, although they will try and assist by telephone first. Management of registers: Dwr Cymru and Tendring Hundred are now the only companies whose billing and operation systems are not linked South West and Thames now update their Registers through liaison with their customers. All companies except Folkestone & Dover and Portsmouth now do this. Further Recommendations following 2007 Review Companies who do not yet have the facility to offer on-line applications for the Special Assistance Register should look to introduce this option. The option of receiving bills by should also be provided. 9

10 Table 1 - Summary of Companies Practices in Maintaining the Register Water Company Anglian Bournemouth & West Hampshire Bristol * Cambridge * Dee Valley Dŵr Cymru * Essex & Suffolk Folkestone & Dover Hartlepool Mid Kent Northumbrian ~ Portsmouth * Severn Trent ~ South East + Southern * South Staffordshire South West Sutton & East Surrey Tendring Hundred X Thames Three Valleys United Utilities X Wessex Yorkshire * Company Practice 1. Company maintains a Register of services required for elderly and disabled customers 2. Register differentiates between the different types of assistance required by customers 3. Register includes all customers who have a need for specialised services 4. Carers or nominees can apply on behalf of the customer Application by: 5. Telephone 6. Textphone or minicom Website online application or facility to download forms etc (*download and post, or write to company) 9. Fax 10. Visits or other Management of Register 11. Billing and operational systems are linked 12. Use of Geographical Information System (GIS) to plot the locations of customers 13. Regular updates of Register through liaison with customer 14. Sensitive data protected ~ Not GIS but company explores database on radial basis to identify any customers affected (Severn Trent is for dialysis only) + Dialysis only 10

11 B: CUSTOMER AWARENESS OF THE SERVICES AVAILABLE AND PROMOTION OF THE REGISTER The Guidelines state Companies should ensure that customers, who may need assistance, or specially adapted services, are aware of the services that are available. In order to ensure successful uptake of the services offered to customers who have a need for services adapted to their disability or age, companies should produce a strategy to include periodic circulation (e.g. once every two years). This is to ensure that all customers are aware of the availability of the services offered. a) To supplement the simple literature a more detailed document should be available explaining the specific services offered by the company in more detail. Literature should be updated regularly with any changes in the services offered. Customer facing staff should be kept up to date with the contents of this document and should offer services proactively where they feel this might be appropriate. b) Communication links are important in helping to ensure that customers learn of services available. These should include local offices of national organisations such as the Royal National Institute for the Deaf (RNID), RNIB, MENCAP and Age Concern, as well as, where possible, distributing copies of its specific literature to Local authorities and small locally based groups for customers within its region. c) Companies should consider the range of information available to customers moving into their area. Where a new Homeowners Pack is produced, it should include a copy of one of the leaflets concerning specially adapted services for customers with disabilities, or a reference to that leaflet and how to obtain it, in order to ensure that customers are aware of the range of services available. d) Companies should also consider the use of other methods to publicise the existence of the customer Register and services such as a password scheme. This could include the use of local facilities such as free local newspapers, radio stations, libraries, Consumer Advice Bureaux, doctors surgeries and community centres. Recommendations from the 2005 Review by WaterVoice: The number of customers on company registers is still low compared to the energy sector. A more proactive approach needs to be considered. Ofwat should review the terminology currently used within the water industry and consider whether there might be a standard means of referring to the services to help inform eligible customers. Ofwat should consider adopting a more proactive approach over and above the publication of information to highlight the number of customers who have registered for special help. A press release at the time of publishing this information on Ofwat s website would help to bring this to the attention of appropriate specialist organisations. Another approach would be to publish information in a similar format to Ofgem to raise awareness and encourage more customers to register their needs. CCWater regional committees should encourage companies to do more to promote the services available, including the need to register with the new company if customers move out of the area. CCWater regional committees should encourage those companies who do not do so already to utilise the company s website to promote the services available. CCWater regional committees should be encouraged to work with the companies on joint promotion initiatives. CCWater should also explore a collaborative exercise with energywatch. CCWater regional committees should encourage companies to add a line to their Special Needs Application Forms asking where customers heard of the service. This would help in assessing which is the most effective form of promotion. See Table 2 for details of awareness and promotion. 11

12 Key Findings All companies now ensure that customers remain on their register if they move within the company area; many now have policies in-place to advise the customer of the need to register with their new company if they are moving out of the area. Hartlepool is the only company that does not provide information about the register on its website, however the company s website is currently under development and a Bogus Caller hotline number is listed on its homepage along with a number to call for information about the service. Dee Valley, Essex & Suffolk and South West have made a number of improvements to the way they promote the register including advertising in local media and establishing links with specialist organisations. Severn Trent, South West and Yorkshire now offer compensation where there has been a service failure in relation to the register. Good Practice Hartlepool Water, Northumbrian Water and Thames Water have looked to develop links with customers in Local Authority and Housing Association accommodation who pay for their water services in with their rent to ensure that they are aware of the services available to them on the register. Thames have an arrangement with local social services where information is obtained direct from customers who are interested in their Extra Care scheme and sent to the company in a weekly . Thames then contacts the customers directly to complete the application process. Northumbrian Water has established links with its local Primary Care Trusts so that it is provided with the details of any customers requiring home dialysis. Further Recommendations following 2007 Review All companies should be encouraged to refer to their schemes as Special Assistance Registers where they do not already have their own brand names. Many companies highlighted that some customers may be too proud to ask for help and that scheme names should be amended to sound more positive. Further joint working initiatives should be investigated. Primary Care agencies are often better placed to identify those customers who would benefit from the services offered by the Special Assistance Register rather than the companies. Better tracking of the effectiveness of different ways of promoting the scheme should be implemented. This would allow companies to focus resources on those promotions that are most effective. Essex and Suffolk colour-coded the leaflets it sent to GP s surgeries to monitor the response rate. Hartlepool Water, Northumbrian Water, United Utilities and Yorkshire Water have a question on their application form. 12

13 Table 2 Customer Awareness of Services Available and Promotion of the Register Water Company Anglian Bournemouth & West Hampshire Bristol Cambridge Dee Valley Dŵr Cymru Essex & Suffolk Folkestone & Dover Hartlepool Mid Kent Northumbrian Portsmouth Severn Trent South East Southern South Staffordshire South West Sutton & East Surrey Tendring Hundred Thames Three Valleys United Utilities Wessex Yorkshire Company Practice 1 Uses media other than back of bills/charging leaflets to advertise services (in appropriate print size) 2 Uses local press or radio 3 Uses website to promote services 4 Uses doctors surgeries/community centres or libraries to raise awareness 5 Works with specialist organisations RNIB/RNID/MENCAP or disability groups 6 Maintains links with Age Concern 7 Maintains links with hospitals/local authorities and/or locally based groups 8 Maintains links with Citizens Advice 9 Maintains links with other utilities 10 Automatic continuation of services when customer moves within area 11 Advises customer of the need to re-register with new company if moving out of area 12 Produces a homeowners pack that includes details for disabled or elderly customers 13 Offers compensation if there is a service failure 13

14 C: COMMUNICATION OF INFORMATION ON SERVICES AND PAYING BILLS The Guidelines state that Companies should ensure that all customers have access to information essential to them as customers in a form that they can use. This should include bills, timing and methods of payment, billing literature, information on metering, any information provided in connection with a supply interruption and water quality incident, and how to contact the company. The usual alternatives to standard print are cassette format, large print, or Braille. Blind and partially sighted customers should know the amount of their bills and when payment is due. a) Some customers prefer a personal phone call or visit to any of the methods of communication described above. Companies might consider whether they are able to offer this service in certain circumstances. b) Companies should have arrangements set up to communicate with their blind and deaf customer, and those with learning difficulties in the case of an emergency, such as when advising customers to boil water or giving notice of a planned interruption. c) Companies should make arrangements for communication with customers with speech or profound hearing impairment other than in writing. For example, the company could register with the Typetalk facility or provide the use of a minicom or textphone. d) Companies should make arrangements to ensure that when literature is reviewed and updated, the versions available to people with communication difficulties are also revised and updated. Companies should ensure that they have the facilities to respond to enquiries from customers with speech or hearing impairments made by fax or in the same format and with appropriate speed (this may mean the provision of a dedicated facility for this purpose). e) The Internet can be a useful communication tool for many customers with hearing or sight impediments. For the latter group, software is available which enables customers to access and read s and information from web sites, for example by converting to Braille. Recommendations from the 2005 Review by WaterVoice: CCWater regional committees should ask companies whether they offer an option of talking bill services. This information should be collected and included in Table 3. See Table 3 for details of communication of information on services and paying bills. Key Findings Bournemouth & West Hampshire, Essex & Suffolk and Southern now provide information to customers by either or computer disk. All companies except Cambridge, Tendring Hundred and United Utilities now offer this service. Severn Trent can provide voice bills in MP3 and Adobe formats. Dwr Cymru customers can now use Typetalk to contact the company. United Utilities no longer uses Typetalk as it believes this is only necessary where minicom services are not present. South West now offers a translation service for customers that require one. Good Practice United Utilities arranges for a member of the RNID to accompany its staff on visits to customers homes where needed. Severn Trent and Thames provide bills on coloured backgrounds for dyslexic customers. 14

15 Wessex Water has an enhanced website function for blind and partially sighted customers which enables its site to talk to them. Further Recommendations following 2007 Review Companies should ensure that national and local care agencies, along with CCWater, are involved in an annual review of all their Special Assistance Register literature. 15

16 Table 3 Communication of Information on Services and Paying Bills Water Company Anglian Bournemouth & West Hampshire Bristol Cambridge Dee Valley Dŵr Cymru ~ Essex & Suffolk Folkestone & Dover * Hartlepool Mid Kent Northumbrian Portsmouth Severn Trent ^ South East + Southern South Staffordshire South West Sutton & East Surrey Tendring Hundred Thames ~ Three Valleys United Utilities X ^ ~ Wessex Yorkshire Company Practice 1 All literature reviewed and/or updated annually 2 CCWater consulted on literature updates 3 Special arrangements to communicate with customers in emergencies 4 Company uses TypeTalk 5 Company used Textphone or minicom All information and bills sent in required format: 6 Braille 7 Large print 8 Audiocassette 9 or computer disk 10 Bill read out first on audiocassettes where used 11 Reminders sent in Braille 12 Telephone bill reading service 13 Nominees receive bills 14 Translation service e.g. language line *Migrant helpline +used incoming messages ^cd also available ~talking bill service 16

17 D: IDENTIFICATION OF COMPANY PERSONNEL AND PASSWORDS The Guidelines state To ensure that elderly and disabled customers feel secure when visited by company staff, they should be offered the opportunity to choose a unique password, given only to members of staff who need to know it in order to verify the identity of the staff before they are allowed into the customer s home. Although uniforms, company logos on vehicles and identification cards are useful methods of identifying staff, experience has shown that the most effective method of providing the necessary security is the password system. The most secure method so far would appear to be one where the customer chooses his or her own password, which he or she gives to the company who passes this on to the visiting employee. The customer should be able to update their password at anytime. Systems where the company gives the customer his or her password are more open to abuse. Anyone concerned about personal security in the home should be entitled to register for a password scheme. a) Vulnerability to unwanted callers may not be confined to elderly or disabled customers and water companies should ensure that their password system is available to any customer who wishes to use it. b) Companies should ensure that deaf customers who wish to make use of the password system are able to do so, either through the use of a written password or other communication arrangements made for their specific use. c) In developing and operating a password system, it is sensible for companies to liaise with other utility companies in their area who may offer a similar system. Recommendations from the 2005 Review by WaterVoice: Ofwat should revise the Guidelines to include reference to Home Office Distraction Burglary/Bogus Caller initiative. Ofwat should consider amending the Guidelines to include the requirement for large print ID cards in accordance with the Government s National Cold Calling Protocol. CCWater regional committees should encourage companies to sign up to the Home Office Distraction Burglary/Bogus Caller initiative (where they have not already done so) See Table 4 for details regarding identification of company personnel and passwords. Key Findings Cambridge has signed up to the Bogus Caller Scheme. Portsmouth advised that, while the company has not formally signed up to any such scheme it does endeavour to follow good practice in this area. Concern was expressed about the addition of Braille strips on ID cards by some companies. Wessex advised that the RNIB had advised against this since it would require the customer to open their door in able to confirm if the caller was genuine. Similar concerns were expressed by South East Water. Ofwat has noted that respondents to their consultation did not support the use of Braille strips as they are thought to be very easy to copy. There remains limited liaison with other utilities regarding password schemes. Wessex raised concern over possible data protection and security issues linked with the sharing of this information. Good Practice 17

18 Cambridge Water and Severn Trent produced a number of special calendars advising customers how to protect themselves against bogus callers. The calendars contained a list of useful numbers. Thames Water liaised with over 400 support groups to promote the Special Assistance Register, particularly use of the doorstep password scheme. Dwr Cymru provides information about priority services offered by energy suppliers and energywatch s contact details within its Additional Services publication. Information on telephone and mail preference services is also included. Dwr Cymru provides Police Forces in Wales with details of real time incidents of bogus callers throughout its area. Further Recommendations following 2007 Review Companies should provide Large Print identification cards for their staff. 18

19 Table 4 - Identification of Company Personnel and Passwords Water Company Anglian Bournemouth & West Hampshire Bristol Cambridge Dee Valley Dŵr Cymru Essex & Suffolk Folkestone & Dover Hartlepool Mid Kent Northumbrian Portsmouth X Severn Trent South East Southern South Staffordshire South West Sutton & East Surrey Tendring Hundred X Thames Three Valleys United Utilities Wessex Yorkshire Company Practice 1 Password system in use 2 Customer allowed to choose own password 3 Company (visiting) staff carry identity cards 4 Provision for blind customers Braille strip on company staff identification card 5 Provision for deaf customers 6 Liaison with other utilities in area in relation to password systems 7 Signed up to Bogus Caller Scheme or local Police schemes 19

20 E: METER RE-SITING AND READING SERVICES The Guidelines state All metered customers should be able to check their water consumption at reasonable intervals. For the physically disabled customer, this could be achieved either by resiting meters where necessary or providing outreaders in positions which are convenient for the individual concerned. Alternatively the company may offer a meter reading service. Metered customers who are visually impaired should be advised that they might take advantage of a regular meter reading service (available quarterly). Recommendations from the 2005 Review by WaterVoice: In response to the continuing variance in company policies and the number of companies who assess each case individually, Ofwat should give further consideration to providing clearer guidance on meter reading services and re-siting meters. CCWater regional committees should encourage companies to adopt good practice regarding meter reading services and re-siting meters. See Table 5 for details of meter re-siting and reading services. (NB the title of column 5 has been reworded to reflect that resiting a meter free of charge is seen as a positive measure) Ofwat considered that setting out in clear terms what is and isn t to be offered could mean that some companies offered a lower service than they would have otherwise offered. The regulator believes that the policy of assessing each case individually is appropriate since it allows flexibility. Key Findings South West has introduced a number of new services including providing outreaders and re-siting meters and outreaders. Cambridge Water and United Utilities remain the only companies not to offer all elderly or disabled customers a meter reading service. United Utilities offers the service only to Blind customers and Anglian assesses each case individually. Dwr Cymru no longer provides outreaders for customers on its register as it feels that they are too inaccurate to be of use; however this facility is now available for customers of Dee Valley and South West. Dwr Cymru now offers a quarterly meter reading service to all measured customers on its Additional Services Register. Three Valleys believes that services to its customers would be better reflected if it was stated that each case would be assessed individually since it would not always be possible, or practical, to relocate a water meter. Further Recommendations following 2007 Review Committees should encourage companies to be open to the different individual needs of customers when considering a request for a meter re-siting. For example a request to relocate the meter from an internal to external position should not be immediately rejected, some vulnerable customers may be concerned about allowing access to their homes and the password scheme may not be practicable if English is not the first language. 20

21 Table 5 Meter Resiting and Reading Services Water Company Anglian Each case assessed individually Bournemouth & West Hampshire Each case assessed individually Bristol Cambridge Dee Valley X Dŵr Cymru X ** *** ** Each case assessed Essex & Suffolk individually Folkestone & Dover Each case assessed Individually Hartlepool Mid Kent Each case assessed Re-site Northumbrian individually meter Portsmouth Severn Trent South East Southern + South Staffordshire South West Sutton & East Surrey Tendring Hundred Each case assessed Individually Thames Three Valleys Each case assessed individually United Utilities Wessex Yorkshire Assessed individually Company Practice 1 Offers to re-site meter for physically disabled customers 2 Offers to re-site meter for elderly customers who have difficulty reading their meter 3 Offers to provide an outreader for partially sighted customers 4 Company will provide re-siting or outreader services free of charge 5 Re-sites meters free of charge 6 Offers all disabled or elderly customers a meter reading service 7 Offers meter reads on request (with or without notice) 8 Company advertises the above services + will charge for costs above normal installation at preferred site * meter reading offered ** free of charge to Registered Physically Disabled or in receipt of Disability Living Allowance/Attendance Allowance and prefer 48 hours notice for meter reading on request *** quarterly meter readings offered to all customers on Dwr Cymru Additional Services register 21

22 F: ACCESS TO BUILDINGS AND PROVISION OF ADVICE ON FITTINGS AND AIDS The Guidelines state Disabled customers need to know which of the company s buildings and recreational facilities used by the public are equipped to cope with their needs for example, by the provision of any of the following facilities: Access to wheelchairs; Tactile signs for blind customers; Facilities for deaf customers; Toilet for disabled customers. a) Staff should be available on site to direct customers to the appropriate signage where necessary. b) It is recognised that companies have different policies about provision for direct contact with customers. However, the provisions of the Disability Discrimination Act will require companies to ensure that there is available access to their public buildings for customers with disabilities. c) Companies should also take steps to ensure that customers are aware that access is available to these buildings and that appropriate facilities are provided. d) Whereas companies cannot be expected to provide expert advice on aids and adaptations to kitchen and bathroom equipment, they should be able to advise customers where expert assistance is available. Recommendations from the 2005 Review by WaterVoice: CCWater regional committees should urge all companies to offer advice on where to obtain expert advice on aids and equipment. See Table 6 for details about access and provision of advice on fittings and aids. Although it remains one of only three companies, with Folkestone & Dover and Sutton and East Surrey, not to provide advice on where to obtain expert advice on aids and equipment Thames is interested in pursuing this service. Key Findings Essex & Suffolk now have staff trained to sign to deaf visitors. Severn Trent has delivered a training program to field workers in its operations department and their Access Team to learn basic sign language. This will be extended to all field staff in the next year. Further Recommendations following 2007 Review All companies should look to train members of staff who can sign to deaf visitors. 22

23 Table 6 - Access to Buildings and Provision of Advice on Fittings and Aids Water Company Anglian Bournemouth & West Hampshire Bristol Cambridge Dee Valley Dŵr Cymru Essex & Suffolk Folkestone & Dover Hartlepool Mid Kent Northumbrian Portsmouth Severn Trent South East * Southern South Staffordshire South West Sutton & East Surrey Tendring Hundred Thames Three Valleys United Utilities Wessex Yorkshire Company Practice 1 Access for wheelchairs 2 Advertises disabled access facilities 3 Company staff available to offer assistance 4 Facilities for blind visitors e.g. tactile signs 5 Staff trained to sign (or communication techniques) to deaf visitors 6 Facilities for deaf visitors e.g. hearing loop 7 Toilets for disabled visitors 8 Provides advice on where to obtain expert advice on aids and equipment * South East Water has disabled access at recreational sites but not HQ 23

24 G: STAFF TRAINING Although not specifically a part of the Guidelines Ofwat recommends that companies consider registering with the Typetalk facility or providing the use of a minicom or textphone. Where this is done, the Guidelines advocate that companies should ensure that sufficient staff is trained to use the equipment and that it is placed in a location where it will be noticed and calls will be answered. The number of staff with training on specialised equipment should also be kept under review to ensure that staff turnover does not reduce the ability of the company to communicate with its customers. Recommendations from the 2005 Review by WaterVoice: Ofwat Guidelines should ensure that companies aim to offer basic and regular training to staff to enable them to deal with the needs of disabled or elderly customers. See Table 7 for staff training details. Key Findings All companies now train their staff to deal with disabled or elderly customers. Sutton & East Surrey now offers staff refresher training. All companies except Cambridge, Portsmouth and Tendring Hundred now do this. Essex & Suffolk now liaises with specialist organisations to help train its staff. Further Recommendations following 2007 Review CCWater recommends that Ofwat s Guidelines are reviewed to include a recommendation that staff are trained to deal with elderly and disabled customers. Using specialist organisations to assist with this training should be considered. 24

25 Table 7 - Staff Training Water Company Anglian Bournemouth & West Hampshire Bristol Cambridge Dee Valley Dŵr Cymru Essex & Suffolk Folkestone & Dover Hartlepool Mid Kent Northumbrian Portsmouth Severn Trent South East Southern South Staffordshire South West Sutton & East Surrey Tendring Hundred Thames Three Valleys United Utilities Wessex Yorkshire Company Practice 1 Staff receive training to deal with disabled or elderly customers 2 Staff receive refresher training 3 Staff offer services proactively 4 Review of numbers of staff trained to use specialist equipment 5 Liaison with specialist organisations to train staff 25