We are very grateful for the support from organisations giving advice to our customers, as well as those giving assistance as friends, relatives or carers.
We aim to give excellent service to all of our customers by providing a range of services for those customers with individual needs.
Under the Data Protection Act 1998 we are unable to discuss personal information with individuals not registered on an account without authorisation from the account holder.
In order to discuss our records with anyone not registered on our records it is advisable to contact us in the presence of the account holder.
They can then confirm they are happy for the account to be discussed.
Alternatively, if the account holder provides us with a password, which will be used by the representative contacting us, we will be more than happy to discuss the account in detail.
We can arrange for customers to pay their water bill monthly, fortnightly or weekly by arranging a payment scheme.
If your client did not meet the required criteria for the options available under Difficulty paying your bill please contact our Affordability Team on freephone 0800 027 0363 for further advice on paying the account using a payment scheme facility.
There is a wide range of services available to your clients if they are elderly or disabled. However, if the options listed are not applicable to your client please contact us on freephone 0330 303 1262 to discuss their individual needs.
Where your clients have problems with their water supply or wastewater services, advice is available from our Contact Centre on 0330 303 0368 (call charged at local rate).
Sometimes we get things wrong, but when this happens we want to put things right quickly. We have a user friendly complaints procedure.
Find out more information on the standards customers can expect from their water company.