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Water companies step up action to help customers during coronavirus crisis

Water companies in England and Wales have stepped up efforts to help customers who have lost their jobs or had their incomes cut during the coronavirus crisis.

The companies are encouraging households suffering from immediate or short-term issues with paying their bills to get in contact so that they can receive help. 

All water companies have measures in place for people who struggle to pay their water and wastewater services. During the current crisis, companies are reaching out to their household customers to encourage them or people they know to take advantage of the assistance available. In summary the companies are:  

  • Using the full range of their schemes to help customers who are struggling to pay their bills in these difficult circumstances 
  • Encouraging customers who are struggling financially to go to their local water company’s website to find out about the help available to them 
  • Actively offering payment breaks or payment holidays for anyone in financial difficulties as a result of Covid-19 
  • Adjusting payment plans urgently to help with sudden changes in household finances 
  • Simplifying the processes for customers to get extra assistance, making it as easy as possible for customers to get the help they need 
  • Helping customers get advice on benefits and managing debts, particularly for customers who have not been in financial difficulties before 
  • Stopping new court applications on unpaid bills during the current restrictions, and stopping any enforcement visits 

In addition, water companies are seeking out customers who may have trouble paying due to being unable to leave their house. Alternative payment methods as well as additional support are being made available for customers in this situation. 

Each water company has its own scheme to help customers who find themselves in vulnerable circumstances - schemes such as social tariffs and discounts, and payment breaks. 

To help the public keep themselves, their families and their communities protected from the spread of Covid-19 water companies, and their partners, will stop all collections visits. Instead, they will use other channels to contact customers. 

Water UK chief executive Christine McGourty said: “We know that it’s an extremely difficult time for everyone at the moment, and the last thing we’d want is for anyone to worry about how they’ll pay their water bill. 

“If you’re struggling to pay your bill, or you’re worried you might struggle in the future, please approach your water company for help. There are lots of ways that they can support you, and all you need to do is reach out and get in touch with them. 

“If you or any of your family or friends need a little extra help due to particular health issues, please make sure you’re signed up to your local water company’s Priority Services Register.” 

 Tony Smith, chief executive of water consumer group CCW, added: “We’re really pleased that water companies are showing a willingness to be flexible at a time when the impact of coronavirus will be putting an enormous strain on some households’ finances. It’s really important that customers who are struggling in any way don’t wait to be asked and actively reach out for support, whether that’s help paying a bill or getting other practical assistance.” 

The water industry already helps 900,000 customers to pay their bills and has a commitment to increase this to 1.5 million by 2025. 

You can keep up to date with the latest on how the water sector is responding to the coronavirus outbreak by visiting https://wwtonline.co.uk/tags/coronavirus 

Author: Alec Peachey,
Topic: Customer experience
Tags: Water UK , coronavirus , water companies , customer service

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