Northumbrian to streamline end-of-life account administration

Northumbrian Water has struck a deal with bereavement service Settld to streamline end-of-life account administration for those handling the affairs of a customer who has died.

The deal, which the company claims is an industry first, also includes its Essex and Suffolk Water subsidiary and aims to enhance customer care and improve efficiency following a death.

Launched in February last year, Settld allows users to notify all their services providers, including utilities, banks and mobile providers, at the same time following a bereavement.

The service also helps users to close, transfer or amend accounts and obtain date of death balances for probate. The vast majority of the communication with service providers is handled by Settld and tracked in an online dashboard.

It comes as new guidance from Ofwat urges water companies to place a higher priority on bereaved and vulnerable customers and to make it easy for relatives to close or amend the accounts of a loved one who dies.

Lisa Connell, customer service manager at Northumbrian Water Group, said: “We want to help make things as easy as possible for our customers who are sadly dealing with the death of a loved one.

“That’s why we are pleased to be the first water company to have partnered with Settld, to help improve the care and reduce the unnecessary admin faced by bereaved families.”

Connell added that customers can still contact Northumbrian directly if they prefer.

Vicky Wilson, co-founder and chief executive of Settld, said: “Using Settld, everyone benefits: bereaved families face significantly less time and stress when it comes to notifying all companies of a death – giving them time to focus on what really matters.

“And, on the other side, NWG’s customer service agents face an easier time in attending to the needs of their bereaved and vulnerable customers.”