Yorkshire Water failed customers in Goole – Ofwat and CCW research findings

Our joint research with Ofwat explores customers’ experience of how Yorkshire Water handled an incident in Goole, Yorkshire.

12,700 properties in Goole were affected by a burst water pipe between 27 October and 13 November 2023. Customers experienced low water pressure, murky and gritty water, or had no water at all.

The research is the fourth piece of joint research we have conducted with Ofwat to understand customers’ experiences when things go wrong with their water services, and how well they feel companies have handled these incidents.

Key findings

• The vast majority received no direct communication and the information available from other sources was insufficient, with no projected timescale for resolution.
• Some residents were frustrated that an alternative water supply (bottled water stations or deliveries) was not proactively offered to them – especially vulnerable participants. Those who requested a water delivery felt the process was not well managed, for reasons that include slow response and poor communication.
• Compensation was not granted automatically to those entitled to it, appearing to contradict Yorkshire Water’s Customer Charter. Several respondents did not receive any money, either because they weren’t aware compensation was available, they were unwilling to apply for it, or because their claim had not been actioned.
• The feeling from those we spoke to was that Yorkshire Water had not handled the incident well, with limited and ineffectual communication at the heart of their frustration.

Jenny Suggate, Interim Director of Policy, Research & Campaigns at CCW said:

Our research clearly shows that the difficulties residents experienced during the incident were compounded by the lack of direct support and poor communication from Yorkshire Water. This made coping with the event even more challenging and suggests that the company did not consider the wellbeing of those affected a priority. In addition, we are very disappointed that four months on they have yet to address the issue of compensation for all of those affected. Customers deserve better. Yorkshire Water must now bring this matter to a satisfactory conclusion, and we will challenge the company to ensure this happens