§ Mrs. DunwoodyTo ask the Secretary of State for the Environment (1) what plans he has to discuss with the chairman of the North West Water Authority the rise in disconnections of water services between 1990–91 and 1991–92 with a view to providing emergency services to these households;
(2) when he intends to make a statement on his plans to discuss with the chairman of the North West Water authority the rise in disconnections of water services between 1990–1991 and 1991–1992, with a view to providing emergency services to those households.
§ Mr. MacleanThe Director General of Water Services has the specific function of protecting the interests of customers, including those who are having difficulty in meeting their bills, and is concerned at the sharp increase in disconnections nationally. I welcome the action he has 665W taken in issuing revised guidelines to companies and his proposals for further research into the characteristics of those who have been disconnected. It is right that bills should be paid, but also that companies should provide every assistance to customers who are having difficulty in meeting their bills. The legislation now provides that, in virtually all instances, customers will not be disconnected unless they have failed to comply with the terms of a court order for repayment of outstanding arrears. Where a supply of water to a house is disconnected, and is not re-connected within 24 hours, the company must notify the local authority in whose area the house is situated. The terms of an appointee's licence provide that no customer should be disconnected if he or she is seeking assistance from DSS and has notified the company to that effect.