No set policy for water bill breaks as doorstep collections halt

Water companies will offer customers flexibility over their bills during the coronavirus outbreak but there is no sector-wide policy, Water UK has said.

To limit risk of exposure to the virus, payment collection visits will stop but companies will continue to contact customers in other ways and proactively communicate with those who have not paid their water bills.

Financial assistance for customers affected by coronavirus was one of the earliest ways the industry responded to the pandemic.

Individual companies have offered payment breaks and reduced rates for households, but Water UK told Utility Week there is no obligation or umbrella policy companies are following.

Water UK said companies will review the message and wording they have used in communications to soften the language as a way of recognising the difficult time households are experiencing.

Furthermore, customers who have self-identified as vulnerable or in need of extra support over the coming months will not be referred to a debt collection agency.

People who pay their water bill in cash will be contacted by their company and, if they are unable to leave the house, they will be offered alternative ways to pay and additional support.

During extraordinary events such as this health crisis and the previous threat of dealing with no deal Brexit, Water UK facilitates regular meetings and contact to ensure its members are following similar practices.

Water UK chief executive Christine McGourty said: “We know that it’s an extremely difficult time for everyone at the moment, and the last thing we’d want is for anyone to worry about how they’ll pay their water bill.”

Companies will encourage customers who are suffering from immediate or short-term affordability issues to contact them so that appropriate support can be offered based on their individual circumstances. This will be undertaken through a range of activities including bill messaging, social media and on-line portals.

Tony Smith, chief executive of water consumer group CCW, welcomed the flexibility companies are showing during this time.

“It’s really important that customers who are struggling in any way don’t wait to be asked and actively reach out for support, whether that’s help paying a bill or getting other practical assistance,” Smith said.