Protecting vulnerable customers
Managing a high quality, secure water supply and distribution network is not cheap and requires billions of pounds of long term investment. Whilst it is essential that this investment is carried out, there is also a difficult balancing act to be struck to ensure that all customers receive good value for money, but that those who are financially vulnerable are appropriately protected.
We are passionate about helping customers in need and ensuring that everybody has access to safe, clean drinking water and removing waste water from people's homes. Going forward we believe that our most vulnerable customers can be protected by introducing the following practical measures:
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Better sharing of information between Government agencies and water companies about customers at risk so that early support can be provided, as recommended by the
Walker Review
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There should be a review to see if there is a gap in support for those customers who are in work but genuinely struggle with their water bills. Possible options to help those in difficulties could include introducing discounted tariffs or rising block tariffs for the financially better off or explore ways of better sharing the rewards of growth within the industry.
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All water companies to develop social tariffs to support vulnerable customers.
The 2010 Floods and Water Management Act
has paved the way for cross-subsidies in tariffs and this needs to be utilised to benefit those most in need.
Whilst the above
measures are somewhat aspirational at this stage, we do have have a number of options available to customers to assist them in paying their water bills.
Community Trust
The
Yorkshire Water Community Trust was set up primarily to help those individuals and families in real need and who are genuinely unable to pay their water bills. The trust was set up by us in 1995 and operates completely independently, offering financial assistance and impartial advice to those who require it.
Resolve
The Resolve scheme offers customers on a low income and in arrears an opportunity to clear their debt by maintaining a payment arrangement which will see us to agree to write off a proportion of the debt that is owed.
