We are proud to provide a sustainable, affordable, clean and safe water supply and to manage and treat the waste water returned to us in a way that protects the environment.
• 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.