Utility Week

UTILITY WEEK | 16TH - 22ND NOVEMBER 2018 | 29 Customers United Utilities also has a scheme called "payment break plus", which incentivises customers to pay by matching their contribu- tions. It is schemes such as this which have helped thousands get out of water debt, the company insists. "The payment break plus payment-matching scheme means that for every pound a customer in arrears pays, we will match a pound. And then, aer six months, if they have stuck to that payment plan, we will match it two pounds for every pound they pay. If they stick to that payment plan, they will be debt-free within two years, which is a real selling point for customers." The scheme has apparently already freed 10,000 customers of debt this year alone. Southern Water – which estimates it has around 90,000 customers who may require support to pay bills – takes a slightly dif- ferent approach to dealing with vulnerabil- ity. Its plan is to build a system to support more than 150,000 customers if needed. The company has also set up a programme that focuses on ensuring its service is "inclusive and accessible" for all. Head of billings and collections Mark Field says: "We have launched an innova- tive programme called "reach and support", which focuses on ensuring our service is inclusive and accessible for all customers. This programme of improvement will sup- port customers who may be struggling to pay, require additional non-financial support or may find our service harder to access from time to time." The "reach and support" programme includes several initiatives such as develop- ing bilateral data-sharing agreements with energy companies in order to share data regarding priority services customers, work- ing with other water companies to align the qualification criteria for its main social tariff, and improving the way it identifies custom- ers who need help. Overall since 2015, Southern says it has helped 257,234 customers through schemes and tariffs, benefit entitlement checks and grants. It currently has 73,242 people on schemes and tariffs and 17,380 on its priority services register. CCWater is also urging companies to work together to address the "significant regional variations" that mean customers' access and levels of assistance are largely dependent on where they live. It appears water companies are doing a lot to help customers in vulnerable circumstances, but that still more needs to be done. A more uniform approach will also be needed in future to simplify the system and offer protection to those that are most financially vulnerable. Southern Water 19% United Utilities 18% Thames Water 17% * percentages of those who consider their bills unaffordable who are in each group Insights from our Water Matters Research Only 5% of customers across England and Wales are aware of their company's Social Tariff scheme (4% Wales only). The support provided by social tariff schemes continues to grow rapidly. However our Water Matters research tells us that very few customers are aware that this help is available. The fact that over a quarter of customers would be unlikely to contact their company if they were worried about a bill suggests companies still have much to do to re-frame their relationship with customers, to become 5% Across England and Wales 5% of customers are aware of the schemes 4% Across Wales alone 4% of customers are aware of the scheme 27% of customers are unlikely to contact their water company if they are worried about a bill. Bill 13 Four companies increased the number of customers signed up for priority services by over 25% since last year these are: However, some companies have seen a decrease in the number of customers who have signed up for extra help, these are: Northumbrian Water -9% Bournemouth Water -3% Cambridge Water -1% South Staffs Water -1% 69 % United Utilities 28% Bristol 40% Portsmouth 27% Wessex THE BIG NUMBERS UNAFFORDABLE BILLS AWARENESS OF SOCIAL TARIFFS PRIORITY SERVICES REGISTRATION Four companies increased the number of customers signed up for priority services by over 25% since last year these are: However, some companies have seen a decrease in the number of customers who have signed up for extra help, these are: Northumbrian Water -9% Bournemouth Water -3% Cambridge Water -1% South Staffs Water -1% 69 % United Utilities 28% Bristol 40% Portsmouth 27% Wessex Four companies increased the number of customers signed up for priority services by more than 25% since last year. These are: The following companies have the highest proportion of customers who consider bills are not affordable: Only 5% of customers across England and Wales are aware of their company's social tariff scheme (4% in Wales only). However, some companies have seen a decrease in the number of customers who have signed up for extra help. These are: Northumbrian Water -9% Bournemouth Water -3% Cambridge Water -1% South Staffs Water -1% Insights from our Water Matters Research Only 5% of customers across England and Wales are aware of their company's Social Tariff scheme (4% Wales only). The support provided schemes continues to our Water Matters research very few customers are help is available. The quarter of customers to contact their company worried about a bill suggests still have much to do relationship with customers, 5% Across England and Wales 5% of customers are aware of the schemes 4% Across Wales alone 4% of customers are aware of the scheme 27% of customers are unlikely contact water company they are about a Bill Source: Water for All, CCWater

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