Committee publication · Correspondence · 26 November 2025
Correspondence to Thames Water relating to its approach to customers in arrears, dated 26 November 2025
From: Environment, Food and Rural Affairs Committee
Inquiry: Reforming the water sector
Summary
The EFRA Committee Chair writes to Thames Water CEO Chris Weston seeking detailed information on the company's debt recovery practices targeting vulnerable customers. The letter requests comprehensive data on enforcement actions, including bailiff visits and Suspended Committal Orders, since 2010, alongside details of vulnerability assessments and costs associated with pursuing debts under £1,000.
Key findings
- Committee expressed concerns in recent report about rising water poverty, increased bills, lack of single social tariff, and low awareness of support available to vulnerable customers
- Letter seeks disclosure of all policies and internal guidance on enforcement measures including bailiff use, Orders to Obtain Information, and Suspended Committal Orders
- Requests data on enforcement actions involving debts under £1,000, including number of bailiff visits and SCOs sought since 2010
- Asks for breakdown of enforcement cases involving customers receiving means-tested benefits and complaints to Consumer Council for Water
- Seeks details of costs to Thames Water for pursuing Suspended Committal Orders against debtors owing less than £1,000
Tone
ProceduralTopics
water-servicesconsumer-protectiondebt-collectionvulnerable-households
Key actors
Alistair Carmichael MP, Chris Weston, Helena Dollimore MP, Thames Water, Consumer Council for Water, Ofwat
Notable line
“We are therefore writing to ask about your company's approach to seeking Suspended Committal Orders (SCOs) and sending bailiffs to low-income households with low levels of debt.”
Key Quotes
“In our recent report, Priorities for water sector reform, 1 we expressed concerns about rising levels of water poverty due to increased bills, the lack of a single social tariff and low public awareness of the support available to customers in need.”
“I would be grateful if you could set out in full any policies or internal guidance currently in force in relation to enforcement measures, including the use of bailiffs, Orders to Obtain Information and SCOs for water and sewerage debts.”
Source · parliament.uk record ↗