COVID:19: Maintaining our support for customers

While most COVID-19 restrictions have now been lifted, supporting our customers remains our priority.

As a supplier of essential public services, our focus throughout the pandemic has been to support those in vulnerable circumstances, keep taps running and toilets flushing while also protecting our colleagues and wider communities.

As society reopens, our priorities remain the same.

Help with your bills

You or your family’s circumstances may have been affected by the pandemic and we know a higher bill is the last thing you want to see.

We offer a range of financial support packages which have so far helped 122,244 customers with their bills since the start of the pandemic. If you're struggling to pay your bill, we’re here to help.

Saving water could also help to reduce your bills. We offer a free water-saving home visit or you could download our interactive GetWaterFit app, which allows you to calculate how much water you’re using while earning donations for local charities.

Supporting your individual needs

Throughout the pandemic, the wellbeing of loved ones has been on all of our minds. If you’re concerned about how you or someone you know would cope in an emergency, you can apply to join our Priority Services Register.

Protecting our customers, colleagues and communities

Although most restrictions have now been lifted, we still want to do what we can to minimise the risk of transmission so our employees, contractors and agents will continue to wear face masks while interacting with you. We’ve also asked them to try to maintain social distancing, where possible, and avoid direct person-to-person contact, including handshakes.

Now the country has reached the final stage of the Government’s roadmap out of lockdown, I wish you the best as we return to a life closer to normality.

Ian McAulay
Chief Executive Officer 

Published: 30 July 2021

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