The rising cost of living has had an impact on many households over the last year, and it’s more important than ever that we support customers through this difficult period.
We’ve supported more than 330,000 customers with their payments in the last three years via lower tariffs, capped bills and payment matching schemes. When customers get in touch with us, our team is on the other end of the phone to offer help and do all we can to make their bills more affordable. Our online form also allows customers to apply for support via our website, making it even easier to obtain the help they need by completing a single application for all our schemes.
We know that customers are sometimes reluctant to speak to us directly about their water bills, especially if they’re having payment difficulties for the first time.
So, alongside our industry-leading affordability schemes, we continue to develop strong relationships with those organisations and charities which provide support to customers struggling with their household bills. By working closely with these organisations we can ensure they recommend our affordability schemes to customers who would be eligible for financial support with their water bills.
We continue to develop strong relationships with those organisations and charities which provide support to customers struggling with their household bills.
Our outreach and engagement team is instrumental in helping us to achieve this objective, visiting local organisations to increase awareness of our schemes among those debt advisers who play a key role in helping people obtain the support they need. Our home visits are also extremely successful in targeting our support at customers who need a helping hand with their payments.
We hosted our fourth affordability summit this year, attracting more than 100 delegates and bringing together debt advisers from across the region to discuss how organisations can support them in their efforts to help people who are having difficulties making ends meet.
The more we can do to help those debt advisers who customers turn to for help when they’re having money issues, the more we can continue to target our support to help them get back on track with their payments.
Delivering value for:
