Offering a fresh start to customers facing hardship

October 2021

Vulnerability Liaison Officer

A single parent of three children, who had been struggling with a large outstanding balance and litigation debt came to us for help. After speaking with her I knew she would qualify for Watersure, and I was also able to reduce the balance on her account by just over £700. The customer was thrilled to receive a fresh start.

Most customers do not know that we offer any financial assistance and my role is to not only promote these schemes and tariffs but to ensure that everyone who is entitled to support receives it. The most satisfying part is hearing how the support we’ve offered has changed people’s lives for the better, be it saving some money on their monthly bill when they’re facing a tough time, or even writing of debts that they deemed impossible to clear.

What I love most about my job is helping our customers.

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