Committee publication · Correspondence · 26 November 2025
Correspondence to Southern 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 Southern Water's CEO requesting detailed information about the company's debt recovery practices targeting vulnerable customers. The letter follows the committee's June 2025 report on water sector reform and seeks disclosure of policies on bailiff visits, Suspended Committal Orders, and enforcement against low-income households, with annual data since 2010.
Key findings
- Committee has expressed concerns about rising water poverty due to increased bills, lack of single social tariff, and low awareness of customer support
- Request for full policies and internal guidance on enforcement measures including bailiff use, Orders to Obtain Information, and Suspended Committal Orders
- Seeks assessment of how Southern Water determines vulnerability before commencing enforcement action
- Requests 15-year historical data on bailiff deployments, SCOs sought and granted, cases involving means-tested benefit recipients, and complaints to Consumer Council for Water
- Asks for costs associated with pursuing SCOs against those owing less than £1,000
Tone
ProceduralTopics
Key actors
Alistair Carmichael MP, Helena Dollimore MP, Lawrence Gosden, Southern Water, Environment, Food and Rural Affairs Committee, Consumer Council for Water, Ofwat
Notable line
“… 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”
Key Quotes
“… 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”
“… your company's approach to seeking Suspended Committal Orders (SCOs) and sending bailiffs to low-income households with low levels of debt”
“Please also detail how your organisation assesses vulnerability before commencing such enforcement action.”
Source · parliament.uk record ↗