CCW and Ofwat joint research into Do Not Use Notice

We’ve published the last in a series of joint CCW and Ofwat incident research, which examines the impact of incidents on customers and how well companies handle these.

This research focuses on customers’ experiences following a Do Not Use Notice (DNU) and Do Not Drink (DND) issued by Independent Water Networks Limited (IWNL) in Marleigh, Cambridge. The incident impacted several residential properties on a new build estate, along with 7 non-domestic properties, including a primary school and a nursery.

Key findings

• Customers were frustrated by the lack of information regarding the cause of the incident, which impacted their decisions about what actions they should take.
• The ongoing absence of details about the nature of the incident in follow-up communications caused frustration about IWNL’s transparency and accountability.
• The impact on participants varied, with families with young children experiencing the biggest impact, especially around daily routines.
• The communication channels used were generally considered sufficient, including emails, leaflets, phone calls and in-person communication. However, customers felt the information provided – including timescales and actions they needed to take – could have been better.
• People we spoke to felt well-informed about available support and appreciated that this was on offer. However, feedback varied about how comprehensive this support was. People also wanted clearer guidance on claiming reimbursement

Lessons learnt

• Transparency is key to fostering trust and maintaining credibility. Companies should provide customers with all available information, as soon as possible. Not doing so can increase anxiety and concerns, creating the perception that the company may have something to hide.
• Regular updates and continuous reassurance is crucial for maintaining trust and keeping everyone informed.
• Companies should ensure clear information is provided about the process for accessing additional support and compensation if applicable.
• Companies should consider individuals who may ‘slip through the net’ and have a contingency plan to inform everyone once an issue arises.

The research into this incident is the last in a series in a joint research programme with Ofwat, which set out to help us better understand people’s experiences of water or sewerage incidents.