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.
• Ensure the availability of a variety of free payment options to make it as convenient as possible for customers to pay their bills.
• Ensure we have a trained team of customer advisors available who can give advice on the various payment options.
• Have a clear collections process in place for customers who fail to make payments or respond to reminder notices and take appropriate measures to recover monies owed.
• Offer customers billed on our unmeasured charge the opportunity to have a water meter installed free of charge which in some circumstances can reduce the size of their bills.
• Ensure the availability of tariffs for those vulnerable customers who are metered to ensure that they do not have to pay more than the average bill. This is subject to application and dependant upon circumstances.
• Provide support to those customers who have problems paying their bill by offering payment plans that suit individual’s circumstances, including assistance for customers receiving benefits and forging links with support organisations such as the Citizen’s Advice Bureau.
• Ensure that appropriate customers are aware of the Water Direct scheme, which allows customers in receipt of certain benefits, to have their water services bill deducted directly from their benefit, through effective communication campaigns.