Affinity Water to offer video sign language service to deaf customers

Affinity Water has added a sign language service to increase the inclusivity of its communications to customers, which will be available from September.

It will offer remote video interpreters for deaf people to call and communicate in British Sign Language (BSL) with Sign Solutions, an organisation that provides interpretation and translation services.

The water company has also partnered with UK Power Networks (UKPN) to share information with customers on their respective Priority Service Registers (PSRs). In July Thames and Essex & Suffolk water companies joined with the distribution network operator to share information.

The initiatives are part of a package of measures Affinity has offered customers who find themselves struggling. It has offered payment breaks to more than 7,300 billpayers and switched 84,000 customers to its low-income tariff as well as signing thousands up to the sector’s WaterSure scheme that supports high consumers in receipt of benefits.

By collaborating with UKPN, Affinity billpayers who have signed up to its PSR will be encouraged to access support with energy bills also and the benefits UKPN offers to its PSR customers.

The water company will raise awareness of the help available for energy bills, tailored communication, support through home visits and in the event of loss of power.

James Tipler head of billing and debt management at Affinity said: “We aim to expand the campaign and share with households on the UK Power Networks’ Priority Services Register details of the financial support available through social tariffs and Affinity Water’s own PSR. The plan is to reach 10,000 households in the near future.”

The measures are part of Affinity’s efforts to reach out to those in need of help and encourage householders to contact their suppliers if they struggle financially.

Liz Freitas customer operations inclusive services engagement manager at Affinity added: “We want to make it easy for our customers to contact us by whatever method they choose, and we care about making our services accessible to all so are delighted to be working in partnership with Sign Solutions.”

Vulnerable older people will be directly informed of services and assistance through the organisation Small Acts of Kindness, a charity in Affinity’s region that works with elderly people.

Social sustainability strategy and programme manager at UKPN, Giulia Privitera, explained the partnership with Affinity demonstrated “the true value of collaboration across the utility sector”.

Privitera said: “By joining forces we can make sure the extra help available continues to reach our customers who need it most.”