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Severn Trent Water

Answer

Customers of water and sewerage companies are entitled to guaranteed standards of service, as laid down in the Water Supply and Sewerage Services (Customer Service Standards) Regulations. These regulations, known as the guaranteed standards scheme, set minimum standards of services to be met for all customers and prescribe minimum payments where service is below these standards.The economic regulator Ofwat monitors the level of service provided to customers by water companies. Each company's performance against a number of measures is included in ““Levels of service for the water industry in England and Wales report 2004–05””. Performance is measured against a number of indicators. Severn Trent's performance is acceptable or better for each of these measures. At reviews of price limits companies are rewarded for good performance and penalised for poor performance in delivering services to customers.Fair comparisons between companies depend on Ofwat receiving accurate information of a comparable nature from the companies. Following allegations by a member of Severn Trent's staff Ofwat is undertaking an investigation into the accuracy of information submitted by Severn Trent. The Serious Fraud Office is also investigating matters referred to it by Ofwat. Ofwat will shortly be publishing a report on its findings. The company has agreed that if it were found that customers had been overcharged any necessary corrections would be effected in a prompt manner to be agreed with Ofwat.

Secondary information

Type

Written question

Reference

442 c1361W;442 c1361W; 49036

Session

2005-06

Related items

Deposited Paper HINF 2006/546
Tuesday, 7 March 2006
Deposited papers
House of Commons

Subjects

Consumers Standards Water companies Severn Trent Water

Link

View this Written question on www.publications.parliament.uk