Josie Clarke

Water companies’ use of the term “equivalised income” when assessing eligibility for social tariffs was criticised before the Public Accounts Committee, with Martin Lewis arguing the language is confusing and poorly communicated to vulnerable customers. He warned that millions of households miss out on discounted water, broadband and energy support due to inconsistent schemes and ineffective communication. Anne Pardoe of Citizens Advice highlighted low awareness, lack of standardisation and the government’s refusal to adopt a single water social tariff as major barriers. Both raised concerns about growing reliance on AI chatbots that make it harder for people to contact essential service providers when seeking help.