Committee publication · Correspondence · 6 March 2026

Correspondence from Welsh Water regarding debt collection practices, dated 9 December 2025

From: Environment, Food and Rural Affairs Committee

Summary

Welsh Water responds to the Environment, Food and Rural Affairs Committee's inquiry into debt collection practices. The company details its collection process spanning four months before enforcement, vulnerability support schemes assisting 295,000 customers on its Priority Services Register, and enforcement referrals of 18,949 cases to bailiffs and High Court Enforcement agents between 2015–2025. Welsh Water emphasises its ISO 22458:2022 accreditation, £20.5m Debt Forgiveness Fund, and proportionate approach prioritising charging orders over bailiff action.

Key findings

Welsh Water has registered 295,000 customers on its Priority Services Register (up from 80,000 in 2021) and provided financial assistance to 145,000 customers through tailored schemes since 2018.
The company's collection process lasts approximately four months internally before escalation, with further forbearance extended through third-party debt collection agencies (circa 240 days), delaying enforcement to around eight months total.
Between 2015–2025, 18,949 enforcement referrals were made: 7,347 to Court Bailiffs and 11,602 to High Court Enforcement agents; 8,909 referrals involved CCJs under £1,000.
Welsh Water obtained 7,549 Orders for Information (OFFIs) over ten years, with 1,291 Suspended Committal Orders (SCOs) awarded; 667 SCOs related to debts under £1,000, costing £236,785 in court and process-serving fees (£355 per case).
The company prioritises charging orders as the preferred enforcement method, with High Court Enforcement agents withdrawing 14.5% of matters after identifying vulnerability and taking 4% back for direct management following customer engagement.

Tone

Procedural

Topics

public-financeconsumer-protectionutilities-regulationdebt-enforcementvulnerable-customers

Key actors

Welsh Water (Dŵr Cymru), Kit Wilson, Director of Household Customer Services, Alistair Carmichael MP, Chair EFRA Committee, Pete Perry, Enforcement Conduct Board, Consumer Council for Water

Notable line

“In that time, we will send letters, emails and text messages, and call these customers (depending on the contact information we have available).”

Key Quotes

“Our overriding aim when collecting outstanding water and sewerage charges is to act fairly, proportionately and within the law.”
— Kit Wilson, Director of Household Customer Services · Setting out Welsh Water's approach to debt collection

“A factor unique to our sector is that we cannot disconnect or withhold our service in the event of non-payment.”
— Kit Wilson, Director of Household Customer Services · Explaining why early contact and remediation are critical in water debt

“Often, it is the debt collection and enforcement process which prompts vulnerable customers to finally contact us and seek the appropriate help and support.”
— Kit Wilson, Director of Household Customer Services · Describing how enforcement action can trigger engagement with vulnerable customers

“If as part of the enforcement process, severe vulnerability is identified, our instructions to bailiffs and staff are to withdraw the enforcement and use the contact details obtained to work directly with the customer.”
— Kit Wilson, Director of Household Customer Services · Outlining safeguards during enforcement visits

“14.5% were closed and returned after the enforcement agents identified vulnerability.”
— Kit Wilson, Director of Household Customer Services · Data on High Court Enforcement outcomes where vulnerability was detected

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Source · parliament.uk record ↗