Facts for external advisers

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.

We understand that dealing with large organisations like ourselves can sometimes be complex. This page is designed to give advice on how to resolve issues on behalf of your client and our customer.

Data Protection Act

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.

Unable to discuss with customers not registered

  • Customer name
  • Balance outstanding
  • Previous or forwarding address
  • Occupation dates
  • Payment details
  • Bank account details
  • Correspondence
  • Debt recovery action
  • Payroll number.

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.

Help for customers who are having difficulty paying

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.

Help for customers who are elderly or disabled

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.

Help for customers with a technical issue

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).

Help for customers with a complaint

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.