Water Industry Debt - Minimising the Problem of Non-Payers
This is a qualitative research project comprising focus groups and depth interviews among customers with water debt of more than 12 months, in seven locations in England and Wales. It also includes customers considered to be 'vulnerable to debt' (eg those with low literacy levels, long-term disabilities or mental health problems, single parents, long term unemployed) and depth interviews with Citizens Advice debt counsellors and The Joseph Rowntree Foundation.
The research builds on work in 2003 for WaterVoice and Ofwat among customers with water debt of three months' standing, which identified three debtor types: Why should I pay?, Poor Money Managers and Strugglers. It expands each of these into two sub-categories to reflect the wide range of circumstances which give rise to the more entrenched attitudes to water debt.
The findings highlight some unique issues for the water industry and makes recommendations on the method of contact considered most appropriate for each debtor type.
Customers who bought this report also bought...
The project was initiated to provide factual information on the profile of industry consumer debtors to inform discussions with Government, the Regulator, Consumer, and Industry Groups. The basis of the analysis w... More...Price: £160 Add to basket
In recent years the water industry has seen rising levels of outstanding debt, rising numbers of customers in debt and rising costs associated with collecting debt. The government has yet to be convinced that the water indust... More...Price: £350 Add to basket
The research, which involved both qualitative and quantitative methodologies, examines how customers determine their levels of satisfaction with the service from their clean water supplier, with specific attention paid to tha... More...Price: £200 Add to basket
A Framework Methodology for Estimating the Impact of Household Metering on Consumption - Further Analysis04/WR/01/6 - ISBN: 1-84057-319-8
This report presents the methodology and findings from a further empirical investigation into the determinants of the household decision to opt for measured charging and the resulting effects on water consumption. The invest... More...Price: £200 Add to basket
A framework has been developed for processing and analysing cost and effectiveness data for DMA prioritisation and leak detection techniques. Initial guidance on suitable assessment criteria is also presented in the report. T... More...Price: £280 Add to basket