Special assistance
Extra help where needed
| Document | |
|---|---|
| Can we help you? - A guide to our services for customers who need extra help |  |
The following services are available:
| Password scheme | Language |
| Visual | Nominated bill |
| Meter reading service | Other |
| Hearing | General advice |
| Mobility | Bogus callers |
Password scheme
You can register a confidential password to give you extra security. Anyone from Northumbrian Water who needs to gain access to your property will know this word and use it on request. To register your chosen password please call 0845 717 1100.
Visual
We can supply your water service charges bill in Braille, large print, on audio cassette tape or CD, or we can provide you with a magnifying strip. Alternatively we can arrange for a member of staff to read your bill to you over the telephone before we post it to you. Just tell us when you register which method you would prefer.
Meter reading service
If you have a water meter and cannot read it for yourself, we can provide up to two extra free readings each year.
Hearing
We have specially trained staff to assist customers who may be deaf, hard of hearing or have speech difficulties and a Text Relay facility is available. To make a call by text phone: Dial 18001 followed by the number you wish to call. If you request a meeting with one of our representatives, we can arrange for a British Sign Language interpreter to assist us.
Mobility
Those of our offices that are open to the public and many of our recreational sites have easy access, toilets and lifts (where appropriate) for those customers who need them.
Language
If your first language is not English, or if this is the case for a friend or member of the family, we can communicate via a telephone interpreter. Please call us on 0845 733 5566 for billing enquiries or
0845 717 1100 for general enquiries. You can register your preferred language with us by filling in the
online registration form.
Nominated bill
Sometimes circumstances beyond your control, a stay in hospital for example may cause you to forget to pay your bill. For peace of mind you can nominate a friend or relative and we will send your bill to them on a one-off or regular basis. You can register for the nominated bill service by calling 0845 733 5566.
Other
We also offer special services to those customers with specific health problems, such as home dialysis patients. To find out more information please go to the medical services webpage.
General advice
Apart from meter reading if you have an internal meter, the occasions when we need to visit our customers' homes are very rare. If you register with us we can ensure that any member of staff needing to visit your home is aware of your requirements.
When you register with us, please advise us if there is anything we should be aware of so we can give you the best possible service. Remember, how much you tell us is up to you, and anything you tell us will be kept strictly confidential.
Bogus callers
There are people who prey on those who are vulnerable by pretending they are 'water board officials' - bogus callers - to gain admittance to their properties. There are very few occasions when our employees visit customers in their homes and even fewer when they need to come inside. All our employees carry identity cards and are happy to be kept waiting on the doorstep while their credentials are checked.