The Independent Water Commission should assess whether Ofwat’s new customer-focussed licence condition, and the new Guaranteed Standards of Service, are sufficient to improve protective services for consumers during and after high-impact events. The Commission and Defra must address the issues of local coordination with other key bodies and communication with consumers. The Commission should also consider whether statutory standards should be set to create a customer-first culture amongst water companies. These standards could explain how to handle serious incidents—for instance, clarifying how and where water bottles should be supplied, how emergency sanitation should be accessed and how local emergency plans should be developed—and how to ensure that customers are aware of their rights. (Recommendation, Paragraph 72)