Customer views on guaranteed standard scheme (GSS)

Over the coming months, the Department for Environment, Food and Rural Affairs (Defra) will be launching a consultation on payments made under the Guaranteed Standards Scheme (GSS). Water and wastewater customers are entitled to guaranteed minimum standards of services from their water or sewerage company. When companies fail to meet these standards, they are required to make a payment to affected customers, as specified by the GSS This research will need to be completed by early October 2024, in order to inform Ofwat's response to and recommendations for, Defra's consultation.