Committee publication · Correspondence · 26 November 2025
Correspondence to United Utilities 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 United Utilities CEO requesting detailed information on the company's debt recovery practices, specifically concerning enforcement actions against vulnerable customers with low debt levels. The letter seeks policies on bailiffs, Suspended Committal Orders, and vulnerability assessments, plus historical data since 2010 on enforcement cases, costs, and complaints.
Key findings
- Committee's recent water sector reform report identified rising water poverty, lack of single social tariff, and low awareness of customer support as concerns
- Letter questions use of Suspended Committal Orders and bailiffs against low-income households with debts under £1,000
- Requests full disclosure of enforcement policies, vulnerability assessment procedures, and internal guidance on bailiff use and Orders to Obtain Information
- Demands 15-year historical dataset (2010 onwards) on enforcement agent deployments, SCOs sought and granted, cases involving means-tested benefit recipients, and associated costs
- References prior correspondence from Helena Dollimore MP on same subject and Ofwat's Paying Fair guidelines on debt recovery
Tone
CriticalTopics
Key actors
Alistair Carmichael MP, Louise Beardmore, Helena Dollimore MP, United Utilities, Environment, Food and Rural Affairs Committee, 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
“… 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 ↗