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CCW has welcomed Ofwat’s consultation on proposed changes to strengthen the Guaranteed Standard Scheme in Wales.

The proposed changes could lead to stronger protection when there is poor service from a water company, boosting automatic payments for a range of service failures, including disruption to their water supply, sewer flooding and low water pressure.

The Welsh Government asked Ofwat to consider and consult on what new service protections  – covering areas ranging from boil water notices and the provision of additional support to customers in vulnerable circumstances – are best for customers in Wales.

They are expected to consider responses to this consultation and make a decision on the final standards in autumn 2025.

The changes build on many of the recommendations CCW shared with both the UK and Welsh Governments last year as part of our campaign to improve GSS, which has remained largely unchanged since it was introduced over 35 years ago.

New higher levels of compensation took effect in England on 2 July, and new standards covering additional areas of service will take effect from 1 October 2025.

Commenting on the improved GSS protections consultation in Wales, Lia Moutselou – Senior Leader for Welsh Policy – at CCW said:

Customers expect to be treated fairly when their water company lets them down. We are delighted that in Wales the GSS consultation is considering at least the same upgrades to the service standards that have been introduced in England. It is good to see that the consultation is also considering higher standards on issues that matter most to people in Wales, including sewer flooding, water quality and supply interruptions. 

Making quick progress with changes to service standards would ensure customers in Wales get the same upgrades as in England sooner rather than later. It would give Welsh people peace of mind they will also get stronger protection from a much broader range of water company service failures – from the slow installation of water meters to the mishandling of debt recovery.

Read the customer research carried out by Ofwat