Regulation of water, energy and broadband

Public Accounts Committee Open Inquiry
Opened: 24 Apr 2026 Parliament page
The Public Accounts Committee’s 2025 report on water sector regulation found that a failing sector had been left to flounder, with piecemeal regulators missing in action, further scrutinising the work of Ofwat in January 2026. Its inquiry into improving broadband in 2021 found that digital inequality was compounding the economic … Read more
2 Written submissions
3 Recommendations
27 Conclusions
1 Report
1 Oral session
4 Letters
1 Event
Activity timeline 8 events
11 Sep
2026
Report published
3 Sep
2026
Written evidence · WEB0024
3 Sep
2026
Written evidence · WEB0023
16 Jul
2026
Correspondence
16 Jul
2026
Correspondence
13 Jul
2026
Correspondence
10 Jul
2026
Correspondence
29 Jun
2026
Oral evidence
Oral evidence sessions 1 session
29 Jun 2026
View on parliament.uk
Ali Bell · Consumer Council for Water Anne Pardoe · Citizens Advice Chris Walters · Musicians’ Union Dame Melanie Dawes · Ofcom Dame Melanie Dawes · Ofcom Martin Lewis CBE · Money Saving Expert Tim Jarvis · Ofgem
Written evidence 2 submissions recorded

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ReferenceDateSubmitter
WEB0024
Full text not held
 3 Sep 2026 Policy Practice
WEB0023
Full text not held
 3 Sep 2026 Mr Peter Knowles
Title HC No. Published Items Response
13th Report - Regulation of water, energy and broadband HC 105 11 Sep 2026 30 No response document linked
Recommendations & Conclusions
30 results
1 Recommendation
13th Report - Regulation of water,…
Awareness and take-up of social tariffs is low, meaning millions of eligible customers are missing...
Awareness and take-up of social tariffs is low, meaning millions of eligible customers are missing out on financial support. Ofwat and Ofcom have encouraged companies in water and broadband respectively to offer social tariffs to customers on lower incomes. Take-up … Read more
HM Treasury
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2 Recommendation
13th Report - Regulation of water,…
The current system relies too heavily on customers in vulnerable circumstances being willing and able...
The current system relies too heavily on customers in vulnerable circumstances being willing and able to repeat personal information to multiple companies. In energy and water, companies maintain the 3 Priority Services Register (PSR) to provide support to customers with … Read more
HM Treasury
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3 Conclusion
13th Report - Regulation of water,…
Regulators have not done enough to ensure companies communicate proactively and clearly with all customers,...
Regulators have not done enough to ensure companies communicate proactively and clearly with all customers, and to make it easy for customers to contact them. How companies communicate is as important as the information they provide. It is easy for … Read more
HM Treasury
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4 Conclusion
13th Report - Regulation of water,…
Customers in similar circumstances can receive different levels of support from their service provider.
Customers in similar circumstances can receive different levels of support from their service provider. Each regulator has its own definition of vulnerability, including financial vulnerability. In water, Ofwat requires all water companies to offer social tariffs to low-income households, whereas … Read more
HM Treasury
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5 Conclusion
13th Report - Regulation of water,…
Despite energy debt rising, and bills increasing, the regulators do not have a comprehensive view...
Despite energy debt rising, and bills increasing, the regulators do not have a comprehensive view of the debt owed by an individual across the three sectors. Debt is now a substantial problem. By March 2025, customers’ debt to energy supply … Read more
HM Treasury
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6 Recommendation
13th Report - Regulation of water,…
There are gaps in the broader consumer protection landscape in water and broadband.
There are gaps in the broader consumer protection landscape in water and broadband. In the water sector, there is currently no statutorily approved ombudsman in the manner of the other regulated sectors. The Consumer Council for Water recently stopped carrying … Read more
HM Treasury
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7 Conclusion
13th Report - Regulation of water,…
Social tariffs, for water and broadband, provide services at a discounted price for consumers on...
Social tariffs, for water and broadband, provide services at a discounted price for consumers on lower incomes.7 Take-up of social tariffs has increased, but remains very low.8 Only 6% of water customers in England and Wales, and fewer than 9% … Read more
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8 Conclusion
13th Report - Regulation of water,…
In water, government policy requires water companies to offer social tariffs to lower-income customers, whereas...
In water, government policy requires water companies to offer social tariffs to lower-income customers, whereas there is no social tariff policy in broadband; Citizens Advice and Martin Lewis told us that for broadband companies, provision is essentially voluntary.12 In both … Read more
HM Treasury
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9 Conclusion
13th Report - Regulation of water,…
Martin Lewis told us that the lack of standardisation of social tariffs across providers creates...
Martin Lewis told us that the lack of standardisation of social tariffs across providers creates confusion among consumers, and makes it difficult to communicate clear messages to consumers about the availability and benefits of social tariffs.19 Customers must opt-in to … Read more
HM Treasury
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10 Conclusion
13th Report - Regulation of water,…
Martin Lewis told us that differing social tariff levels also make it difficult for consumers...
Martin Lewis told us that differing social tariff levels also make it difficult for consumers in financially vulnerable circumstances to compare companies’ offers and identify the best deals for themselves.25 Social tariffs are not always visible on Ofcom-accredited price comparison … Read more
HM Treasury
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11 Conclusion
13th Report - Regulation of water,…
In the energy and water sectors, companies maintain the Priority Services Register (PSR) to provide...
In the energy and water sectors, companies maintain the Priority Services Register (PSR) to provide support to customers with additional communication, safety and access needs.28 Ofgem and Ofwat have encouraged companies in their sectors to increase take-up of the PSR … Read more
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12 Conclusion
13th Report - Regulation of water,…
Martin Lewis told us that, as with social tariffs, the system places the burden on...
Martin Lewis told us that, as with social tariffs, the system places the burden on people in vulnerable circumstances to declare those circumstances to companies and to ask for support.33 CCW told us that, for those consumers who are aware, … Read more
HM Treasury
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13 Conclusion
13th Report - Regulation of water,…
For those consumers who are aware that support is available through the PSR, there is...
For those consumers who are aware that support is available through the PSR, there is confusion about what that support is. CCW research indicates that, during supply interruptions in Tunbridge Wells around Christmas 2025, half of the people on the … Read more
HM Treasury
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14 Conclusion
13th Report - Regulation of water,…
There are no PSR arrangements in telecoms.
There are no PSR arrangements in telecoms. Instead, Ofcom requires companies to give consideration to services for people in vulnerable circumstances, and to register customers based on needs.39 In 2024, the overall satisfaction for customers with a limiting condition was … Read more
HM Treasury
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15 Conclusion
13th Report - Regulation of water,…
The National Audit Office (NAO) found that, although each regulator sets rules and expectations regarding...
The National Audit Office (NAO) found that, although each regulator sets rules and expectations regarding how companies communicate with customers, many customers still find it difficult to contact the company supplying them. For example, in 2024 only 64% of broadband … Read more
HM Treasury
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16 Conclusion
13th Report - Regulation of water,…
The way that companies communicate with customers is often as important as the information that...
The way that companies communicate with customers is often as important as the information that is provided. For example, Martin Lewis told us that, although adding information on customers’ bills 37 Q 29 38 Q 21 39 Q 95; C&AG’s … Read more
HM Treasury
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17 Conclusion
13th Report - Regulation of water,…
Increasing use of digital communication can leave behind people in vulnerable circumstances, including older people...
Increasing use of digital communication can leave behind people in vulnerable circumstances, including older people and those with disabilities of mental and physical health, who need or prefer alternative communication channels.45 Citizens Advice told the committee that companies increasingly using … Read more
HM Treasury
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18 Conclusion
13th Report - Regulation of water,…
It is only very recently that the regulators have taken enforcement action against, or issued...
It is only very recently that the regulators have taken enforcement action against, or issued penalties to companies for, poor communication with customers. We asked the regulators what action they had taken to improve customers’ experience of communicating with their … Read more
HM Treasury
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19 Conclusion
13th Report - Regulation of water,…
Defining vulnerable circumstances is complex, but essential to ensuring that people needing support are identified...
Defining vulnerable circumstances is complex, but essential to ensuring that people needing support are identified and that support is tailored to their specific needs. People can move in and out of vulnerabilities on a temporary basis, for example becoming financially … Read more
HM Treasury
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20 Conclusion
13th Report - Regulation of water,…
Each regulator has its own definition of vulnerability, including financial vulnerability.56 Martin Lewis told us...
Each regulator has its own definition of vulnerability, including financial vulnerability.56 Martin Lewis told us that regulators could be doing more to define who should and shouldn’t be protected in such circumstances.57 For example, in markets with competition, regulators promote … Read more
HM Treasury
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21 Conclusion
13th Report - Regulation of water,…
There are inconsistencies in the eligibility criteria for supporting consumers in vulnerable circumstances.
There are inconsistencies in the eligibility criteria for supporting consumers in vulnerable circumstances. In water, the Department for Environment, Food & Rural Affairs (Defra) issues guidance setting the framework within which all water companies offer social tariffs to low-income households.59 … Read more
HM Treasury
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22 Conclusion
13th Report - Regulation of water,…
The National Audit Office (NAO) report found that consumers in otherwise similar vulnerable circumstances can...
The National Audit Office (NAO) report found that consumers in otherwise similar vulnerable circumstances can experience very different outcomes depending on who their provider is. While the average social tariff discount amounted to 55% of average household water bills in … Read more
HM Treasury
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23 Conclusion
13th Report - Regulation of water,…
Debt owed by consumers to utility companies is now a substantial problem.
Debt owed by consumers to utility companies is now a substantial problem. The NAO report found that, by March 2025, customers’ debt to energy supply companies and water companies totalled £7.2 billion. In energy, customer debt to energy supply companies … Read more
HM Treasury
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24 Conclusion
13th Report - Regulation of water,…
We asked the regulators what they were doing to address rising debt.
We asked the regulators what they were doing to address rising debt. Ofgem told us that it has worked with Government on a debt-relief scheme to write off a portion of the energy debt accumulated during the energy crisis when … Read more
HM Treasury
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25 Conclusion
13th Report - Regulation of water,…
Written evidence to the committee from Money Wellness highlights that when people are starting to...
Written evidence to the committee from Money Wellness highlights that when people are starting to struggle financially, early identification of problems and intervention, including making people aware of support available to them, can be key to preventing debts occurring or … Read more
HM Treasury
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26 Conclusion
13th Report - Regulation of water,…
For consumers struggling to pay their bills, affordability challenges relating to paying for these essential...
For consumers struggling to pay their bills, affordability challenges relating to paying for these essential services and other household spending categories are inter-connected. Ofgem-commissioned research into the causes of energy debt indicates that some customers may in principle be able … Read more
HM Treasury
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27 Conclusion
13th Report - Regulation of water,…
There are currently no arrangements in place for sharing of information about an individual customer’s...
There are currently no arrangements in place for sharing of information about an individual customer’s financial circumstances or receipt of social tariffs, between companies, regulators, government or other organisations. This means that it can be challenging to identify customers who … Read more
HM Treasury
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28 Conclusion
13th Report - Regulation of water,…
In the water sector, there is currently no statutorily approved ombudsman in the manner of...
In the water sector, there is currently no statutorily approved ombudsman in the manner of the other regulated sectors.79 In written correspondence received after our evidence session, Ofwat told us that the Consumer Council for Water (CCW) carries out some … Read more
HM Treasury
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29 Conclusion
13th Report - Regulation of water,…
In its White Paper responding to the Independent Water Commission review of the water sector...
In its White Paper responding to the Independent Water Commission review of the water sector chaired by Sir John Cunliffe, the Department for Environment, Food and Rural Affairs (Defra) has committed to establishing an independent ombudsman.81 In written correspondence, Ofwat … Read more
HM Treasury
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30 Conclusion
13th Report - Regulation of water,…
Broadband services play an important role in allowing citizens to participate actively in the modern...
Broadband services play an important role in allowing citizens to participate actively in the modern economy.83 In the telecoms sector, there is no organisation with statutory responsibility for providing free independent advice to consumers, when this does exist for energy … Read more
HM Treasury
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Correspondence 4 letters
16 Jul 2026 To committee Letter from MoneySavingExpert relating to Regulating water, energy and broadband, dated 10 July 2026
Parliament page
16 Jul 2026 To committee Letter from the Interim CEO of Ofwat relating to Regulating water, energy and broadband, dated 13 July 2026
Parliament page
13 Jul 2026 To committee Letter from the CEO of Ofcom relating to an investigation into Virgin Media, 8 July 2026
Parliament page
10 Jul 2026 To committee Letter from the Director of Communications and Policy at CCW relating to regulation of water, energy and broadband, 6 July 2026
Parliament page