UU rolls out hardship hub

The number of United Utilities customers looking for help to pay their water bill rose 74% this year, prompting the company to expand the support it offers.

The number of people submitting online forms asking UU for bill help rose from 5,912 in 2021/22 to 10,267 in 2022/23. In response the company has widened access to its “Hardship Hub”, which signposts to support across a range of areas.

Revenue director Michelle Atkinson said: “We’ve seen a 74% increase in the number of customers filling out our ‘struggling to pay’ form online, and we know that it won’t just be water bills that people are worrying about but other household costs too, so that’s why we wanted to open up the Hardship Hub.”

The hub was launched in 2019 for debt advisors to access support services in one place to guide clients to appropriate help. The site is now being opened up for anyone to use directly. It includes available help from energy companies, local authorities, housing agencies, charities, and advice and community groups across the region.

Atkinson said the decision to open it up was in acknowledgement that not everyone would feel comfortable contacting a debt advisor or other service.

Information is available in multiple languages; formats; and a speaking service is available.

Dave Thompson chief executive of Warrington Disability Partnership, said: “We know that many people feel embarrassed to reach out for help, so having this information available for free will hopefully mean that more people can get support to improve their lives.

“There are numerous options on the site to make it accessible to all, and we’d encourage anyone who knows someone without internet access who may need this kind of information to lend them a hand – it really could make a big difference.”