Accessibility

Accessibility policy

We aim to ensure that all of our customers are able to access the information that they require.  When customers need to contact us or when we need to contact them, we will aim to cater for any special needs that they may have.

We will provide access for everyone at our leisure sites regardless of their age, physical ability, social or ethnic background.  We will provide where practical, suitable infrastructure and encouragement so that our facilities are used as much as possible by all sections of society.

Accessibility action plan

• To supply bills and other publications in a variety of formats.  Alternatively we can arrange for bills to be read to the customers over the telephone before they are posted, or to deliver the bill to a third party who has agreed to assist the customer.

• When required we will arrange for British Sign Language interpreters to assist customers who are deaf or hard of hearing, or who have speech difficulties. A Minicom text only facility is also available.

• Where a customer’s first language is not English we can arrange for an interpreter to translate using Language Line, a nationwide company who specialise in this type of work.

• Where a customer is unable to read their meters we can provide up to two extra free meter readings per year.

• We provide customer information about any improvement work to be carried out and in the case of large scale programmes also arrange public meetings so that residents can discuss with NWL representatives the impact that the work will have.

• All of our employees carry identity cards and are happy to wait outside while their identity is checked, to protect customers from bogus callers.  To provide extra peace of mind customers can also register a password with us and this will be quoted by any of our employees on request.

• All of our offices that are open to the public and many of our recreational sites have easy access toilets and lifts for those customers that need them.

• Special Needs Register for those people for whom an interruption to the water supply would cause particular problems.  This includes people on home dialysis or who need water due to a medical condition or to take medication.

Accessibility KPIs

• Supply bills in Braille, large print, on audio cassette tape or CD, or provide magnifying strips on request.

• Supply bills in alternative format within 10 days of the request.

• Arrange a visit to discuss customer’s requirements within 48 hours of the request.

• Details added to the Special Needs Register within 10 days of receipt in 100% of cases.

Accessibility case study

Bogus callers

To protect our customers from bogus callers, people who claim to work for Northumbrian Water or ‘the water board’ but who are only interested in stealing from customers' properties, we have an on-going campaign in place to raise awareness about these callous conmen. 

As part of this campaign, which has celebrity endorsement as it was launched by Jack Charlton, we have produced an information and advice leaflet in conjunction with the three police forces in the region.  We work with several other organisations, including Age Concern and the health authority, who also help to distribute our leaflets and raise awareness. 

Our advice includes a checklist which customers can use when someone calls at their home requesting access to their property.  Its key points are to look for our green and blue company logos on vehicles and clothing and to closely examine the identity card.  If the customer doubts a caller’s identity our employees are always happy to wait while customers carry out relevant checks.  They are advised to ring our Customer Centre to check that the person on their doorstep in genuine.

Customers have the opportunity to register a password with us - Northumbrian Water employees who need access into a customer's home will know the password.  Customers can register a password by calling us, on-line or by post.

We try to increase awareness of bogus callers at times when our customers may be particularly vulnerable such as when we are carrying out improvement work in a particular area or at Christmas.  All information leaflets and letters that are sent to customers, advising them about improvement work, include the message that it is unlikely that our employees and/or contractors will require access to properties and if the customer is in any doubt they should contact either our customer centre or the police.  Information is also available with annual bills, in Source our customer magazine, which is issued annually to every property in our supply area, and on our website.

When the opportunity arises, employees from Northumbrian Water give talks to the elderly about bogus callers and have also spoken at events and conferences.  We continuously work with regional media to raise awareness about this serious issue - both proactively and reactively.

We distribute leaflets which contain an information sticker designed to be placed near the front door, it lists the telephone numbers of companies who are likely to call at people’s homes and the customer can then check with them whether the visitor is genuine.