Martin Lewis has criticised water companies for using confusing language he says is preventing millions of households from accessing financial support with their bills.
Appearing before the Public Accounts Committee, the MoneySavingExpert founder said some providers ask customers to supply their “equivalised income” when applying for reduced-rate water tariffs — terminology he described as wholly unsuitable for vulnerable consumers.
“If none of us in this room knows what that means, and I don’t know what that means, then it’s probably not a good way to communicate it to vulnerable people,” he told MPs.
He argued complex language creates an unnecessary barrier for people already struggling financially and trying to access support.
Asked whether companies deliberately use complicated terminology to deter applications, Mr Lewis rejected the idea.
“I tend to think it’s because they’re crap at communicating… this isn’t conspiracy, it’s just crap,” he said.
He urged regulators to take stronger action to improve how companies communicate with customers, saying they should “crack down on c***ness” and review how water firms explain their support schemes.
Mr Lewis said millions of households are missing out on help, citing Policy in Practice figures showing 3.8 million households are not claiming social water tariffs and 7.5 million are missing out on broadband discounts.
He argued a standardised social tariff across all water suppliers would allow clearer, more consistent communication and make it easier for eligible households to understand what support is available.
Turning to energy bills, he said the sector still lacks a dedicated social tariff for customers in hardship.
He criticised the current energy price cap — calling it “the pants cap” — because he believes it acts only as a safeguard against the highest prices rather than providing targeted support.
He said the system creates “illegitimate victims of competition”, with some elderly and vulnerable customers paying more than those who regularly switch providers.
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Anne Pardoe, Head of Policy at Citizens Advice, also gave evidence and echoed concerns about low awareness of discounted tariff schemes.
She said awareness remains “really low” and argued inconsistent approaches across providers make it harder for people to understand what help they may qualify for.
She noted the Cunliffe Independent Water Commission had recommended introducing a single social tariff, but ministers chose not to implement it — a decision she described as a “really big missed opportunity”.
On broadband social tariffs, Ms Pardoe said the voluntary nature of the schemes means providers have limited incentive to promote them, leaving many eligible customers unaware of the discounts available.
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