Water firms must innovate to protect vulnerable consumers.

That’s the verdict from the Consumer Council for Water (CCW), which says collaboration with other organisations, opening up wider channels of communication and delivering consistent access to services for vulnerable consumers all year round are three key ways in which priority support to these consumers can be improved.

It references the ‘Beast from the East’ cold period earlier this year, which left more than 200,000 people without water for up to four days.

Consumers in vulnerable circumstances were among the worst affected, with 93% saying they did not get any additional support from their provider.

The CCW said the cold snap highlighted a need for water companies to take a more dynamic and flexible approach to identifying and assisting all consumers in particular need of help.

Janine Shackleton, Policy Manager at the CCW, said: “Our examples show that by working together with other organisations – such as local councils, cultural groups and emergency services – water companies can successfully reach out to a wider range of consumers to make sure that as many people as possible are aware of what help is available should they need it, now or in the future.”