Welsh Water Takes Action for Vulnerable Customers

• Welsh Water hosts conference to share understanding of support available for the most vulnerable in our communities as we enter challenging times for households
• Event attended by representatives from local government, utility and advice sectors, all working with vulnerable households and committed to sharing good practice
• Company’s ‘Here to Help’ campaign helps more than 25k customers

The impacts of Covid and the impending cost of living crisis pose unprecedented challenges to the households and businesses.  That is why Welsh Water, the only not-for-profit utility company in England and Wales, has hosted its 3^rd vulnerable customer conference to help address these challenges head on, as well as encouraging the sharing of good practice.

The event, held in Conwy, North Wales yesterday, was an intimate and interactive conference that gave a platform to a host of expert speakers committed to working together to support people in vulnerable circumstances. Organisations including Pobl group, Citizen’s Advice, National Energy Action and Betsi Cadwaldr University Health Board.

Sam James, Managing Director of Household Customer Services at Welsh Water said: “Vulnerability is complex and often multi layered, and we’re aware that our customers face significant challenges in the year ahead as many of their household bills increase. As a company so closely ingrained in the communities we serve, we don’t just pay lip service to supporting our vulnerable customers; it is our biggest priority.  The fact that this event was so well attended is testament to the commitment of organisations across Wales building relationships and sharing best practice which will in turn lead to meaningful action and benefit those in our communities who need it most.

“At Welsh Water, we’re doing great work to support customers, from our Here to Help campaign, the efforts of our specialist support team, the achievements of our Water Resilient Communities projects, and the great water-saving work the Cartref team delivers.”

Nick Batt, Director of Customer Experience at Pobl Group said:

“These are challenging times for all our customers and particularly those who are most vulnerable. Throughout the pandemic and as the cost-of-living soars, we’ve offered advice, support and information that has made a practical difference to customers. 

“It’s vital that we work with not-for-profit partners such as Welsh Water to ensure life at home is affordable and manageable for customers and communities across Wales. This event allows us to share learning, ideas and generate new solutions that will make a difference for vulnerable customers at a time of great need.”

Welsh Water’s Here to Help campaign launched in December 2021 and has already benefitted an additional 26,613 customers in finding bespoke support for their needs, including being accepted on to the Priority Services Register, a social tariff, and debt schemes. So far, an additional 23,335 customers have been accepted onto the Priority Services Register, taking the total to 113,421. For more information on these schemes, please visit https://www.dwrcymru.com/en/support-with-bills.