Water firms to give struggling customers payment holidays if their finances are hit by coronavirus
WATER companies are stepping in to help customers who are struggling to pay bills because of the coronavirus crisis.
If you have lost your job or your income is suffering, you need to call your water provider as there are several things it can do to help.
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All water companies have measures in place for people who struggle to pay their bills or who are vulnerable.
During the current crisis, providers are encouraging their customers to take advantage of the assistance available.
Each water company has its own scheme to help customers including social tariffs, discounts, and payment breaks.
On top of this, companies are introducing new measures to help people in the current situation.
HOW TO CONTACT YOUR WATER PROVIDER
ALL water companies have schemes that can help if you're in trouble with you bills..
The first thing to do is find out who your supplier is.
It will be printed on your bills, but you can also check by entering your postcode
Once you know who your provider is, you can visit their homepage to see what services are available.
You can also ring up customer services to find out what help is available.
If you're getting behind on your bills or know you can't afford to pay - you should contact your provider as soon as possible.
These include:
- Actively offering payment breaks or payment holidays for anyone in financial difficulties
- Adjusting payment plans quickly to help with sudden changes in household finances
- Simplifying the process for customers to get extra assistance, making it as easy as possible
- Helping customers get advice on benefits and managing debts
- Stopping new court applications on unpaid bills during the current restrictions, and stopping any enforcement visits
The water companies in England and Wales are encouraging households suffering from immediate or short-term issues with paying their bills to get in contact so that they can receive help.
They are also seeking out customers who may have trouble paying due to being unable to leave their house.
Alternative payment methods as well as additional support are being made available for customers in this situation.
To help people stay safe and to limit the spread of coronavirus, water companies are stopping all collections visits.
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Instead, they will use other channels to contact customers.
Water UK chief executive Christine McGourty said: “If you’re struggling to pay your bill, or you’re worried you might struggle in the future, please approach your water company for help.
“If you or any of your family or friends need a little extra help due to particular health issues, please make sure you’re signed up to your local water company’s Priority Services Register.”
Tony Smith, Chief Executive of water consumer group CCW, said: "It’s really important that customers who are struggling in any way don’t wait to be asked and actively reach out for support, whether that’s help paying a bill or getting other practical assistance.”
The water industry already helps 900,000 customers to pay their bills and has a commitment to increase this to 1.5 million by 2025.
Over the next few days and weeks water companies will actively publicise the schemes they have as well as the charitable and other help available to those who may be struggling.
This includes the nationwide scheme to help customers on benefits who need large amounts of water.
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