How we're protecting our customers, staff and communities

During this unprecedented COVID-19 outbreak, I wanted to let you know we’re doing our best to protect our customers, teams and communities during this challenging time.

Throughout the business we're adapting, with our focus being on:

• Ensuring customers and stakeholders, like yourself, are supported and can maintain contact with us
   
• Protecting everyone’s health by altering our working practices
   
• Increasing our support in the short, medium and long term for customers facing affordability challenges

We have already put in place a number of key measures which include:

Customers contacting us

• Up to this point we have been maintaining high levels of service with 85% of customer calls being answered in 30 seconds or less
   
• With recent Government changes to guidance, we are encouraging customers to use our website where possible for non-emergencies and Priority Service Register questions. This is increasing our ability for teams to work from home in line with Government regulation
   
• There is always a person at the end of our 24/7 emergency line  to support all our customers during these challenging times

Making it easy for customers during this period

We understand many are under increased financial pressure during this difficult time which is why we have:

• Extended our payment holiday scheme to ensure that any customer with immediate needs can be supported
   
• Put together a longer term package of measures to ensure we can support customers through this period and beyond
   
• Are working hard with customers to try and avoid them falling into unnecessary debt

• Reduced our debt recovery activity in the short term
   
• Advertised our online and automated payment service to those customers who traditionally pay their bills in person

Supporting our vulnerable customers

We are continuing to promote our Priority Services Registerto customers to encourage those who qualify to sign up for additional support. We are also contacting customers currently on the register to remind them that they remain on the list and we are here to support them.
 

Visiting customers

To reduce risks to our customers and teams we have introduced a strict policy on when we will visit customers, which includes ensuring social distancing guidelines are maintained.

In those situations where we would normally visit customers we are contacting them in advance to resolve any issues over the phone or postponing any non-urgent visits where possible.

Only if the visit is deemed absolutely necessary will our teams visit customer properties.

We will continue to follow Government guidance as the COVID-19 situation develops to ensure we do not put our customers or colleagues at risk. 

If we can support you in any way, please contact my colleague Sheila Bowdery at This email address is being protected from spambots. You need JavaScript enabled to view it..

Thank you for your continued support during these difficult times.

Andy Clowes
South East Water
Head of Customer Insight and Strategy