South East Water launches online interactive bill
South East Water has launched a new online interactive bill to explain the different terms and sections shown on its customer bills.
The firm redesigned its bill two years ago, following feedback from customers. The new interactive bill launched this week will allow customers to click on the various sections and read explanations as to what that particular piece of information means.
The water-only company said the new format will make receiving, understanding and paying water bills simpler for its customers.
The company’s customer services director Steve George said: “There’s a lot of information displayed on the bill and we know some of that detail can be confusing to our customers.
“This new interactive bill allows customers to click on the various sections and read explanations as to what that particular piece of information means.
“We want to make receiving, understanding and paying a water bill as simple as possible.”
South East Water pointed out that its customers pay on average 54 pence a day for water to be abstracted, treated and pumped into their homes.
The company launched a compulsory metering programme in 2011 and, in 2014, it reported that metered customers were using on average 15% less water than unmetered customers.
At the time, George said: “Metering is the right thing to do – for our customers and for the environment.
“The key to this is that, because it’s a fairer way of paying, based on the actual volume of water customers use, we are helping to raise customer awareness of the water resources challenges we face in the South East and improve water efficiency.”
The firm expects to have installed 375,000 water meters in total by 2020, meaning almost 90 per cent of its customers will pay only for the water they use.
A version of this article first appeared on Utility Week.
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