How Southern Water supports vulnerable customers

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Parent Category: Local News

Category: News from around the Parish

Last Updated on Tuesday, 22 January 2019 08:47

Published on Tuesday, 22 January 2019 08:45

Written by Parish Clerk

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Southern Water provide a range of reduced payment options for customers in vulnerable circumstances:

• Essentials provides a discount if water bills are over 3% of disposable household income
• WaterSure caps bills when a customer has a water meter and someone in their household receives a means tested benefit and has three or more children under 19 and / or has a medical condition which means they need to use additional water
• Water Direct allows Jobcentre Plus to pay Southern Water directly from a customer’s benefits to help manage bills
• NewStart provides help reducing debt for customers who owe money or haven’t made a payment for a while

Parishioners may be eligible for more than one financial support scheme, depending on their circumstances.
Our Priority Services ensures customers with individual needs can always access water services by tailoring our approach to meet their needs.. This includes providing bills in alternative formats, such as audio, to ensure extra support is available during disruptions.
They are available to customers with limited mobility, disabilities or chronic illnesses, medical conditions, or difficulty seeing, hearing, or communicating. Customers in temporary vulnerable circumstances, such as new parents or those with short-term medical conditions, can also let us know if they need additional support.

For more information on the following, please view the document at the bottom of the page.

• Reduced Payment Options
• Water Sure
• Water Direct
• NewStart
• Priority Services
• Support during interruptions
• Home visits
• Meter reading
• Large print or braille
• Talking bills
• Bills sent to someone else
• Minicom services and TalkType
• Bills explained

Attachments:

File	Description	File size	Last modified
Vulnerable customer support	Southern Water	307 kB	Tue, 22 Jan 2019 08:37:44