UU launches scheme for struggling water customers

United Utilities (UU) is launching a new scheme to help water customers in the North West who need extra support.

The ‘Priority Services scheme’, which launches this week, will provide help in managing debt; support for customers facing mental health issues or struggling with ‘life events’ such as divorce, job loss or bereavement; and services for customers who have physical disabilities.

The free scheme includes tailored payment plans to avoid or overcome debt; large print, braille or ‘talking’ bills; a nominee scheme which allows a carer, family member or friend to manage a water account on someone’s behalf; translation services and additional support for vulnerable customers during interruptions to water supply.

United Utilities’ customer services director Louise Beardmore said: “We know that many thousands of customers in the North West face multiple challenges, but are hesitant to ask for help, or are simply unaware that support is out there.

“By registering for Priority Services, customers will have access to a specialist team who can provide tailored support for as long as it’s needed. Whether a customer is in debt, struggling to cope with an unexpected life event, or has specific mental or physical health needs, we can help.

“We will be promoting the service to customers across the region, and working with partner organisations to spread the word and break down barriers.”

Commenting on the scheme, water minister Rory Stewart said: “I fully back this new scheme, since customers are often unaware of the support schemes their utility provider can offer.

“Assistance is often stumbled upon, rather than actively sought out, and many customers who are in difficulty avoid making contact because of what they anticipate may be a stressful, confrontational encounter.”