We understand that life’s ups and downs can sometimes leave our customers facing challenging financial circumstances. That is why we work closely with StepChange Debt charity bank to support customers in times of need. It’s part of our commitment to deliver value-for-money services to everyone.

As a company with customers at the heart of everything we do, we want to find ways to help when times become testing.

Four years ago we took the unprecedented step of setting up the water industry’s first partnership with a debt charity to offer customers access to free confidential debt advice and support. The partnership strengthened a package of SupportPLUS measures we already had in place to provide customers with extra help.

As the UK’s largest charity of its type, StepChange is a natural partner to entrust with such important and often sensitive matters for our customers. In 2017 we built on this relationship and the experience we’d gained from working together by introducing a social tariff and a scheme to help customers struggling with significant areas.

Customer Director Claire Sharp said: "We always look to support our customers who are genuinely struggling and would ask anyone who is finding it hard to pay their water bills to take that first step and get in touch with us. Our SupportPLUS package can offer extra help when it's most needed."

We are always keen to reach an agreement on payment offers from customers in difficulty and offer sustainable and flexible payment arrangements. We also look for ways to help customers save money by metering. We offer water efficiency advice to reduce their water consumption and therefore bills.

Freephone and local area phone numbers have been introduced to make it as easy as possible for customers to contact the company.


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