About us

Supporting customers

We're committed to providing extra help for customers who may need it. The launch of our social tariff Assure, our priority services register and community engagement activities are just some of the ways we're doing this.

Customers receiving extra help:

17290

Our Assure tariff can help customers on a low income or who are struggling to pay their water charges; it aims to reduce water poverty and make our bills more affordable. Customers with an annual household income of less than £16,105 (excluding income from Disability Living Allowance, Personal Independence Payment and Attendance Allowance), may qualify for a discount of up to 80% on their water charge.

Customers who have already accessed our Assure tariff:

7822

488 customers signed up to our Assure Tariff last month

Since January 2017 our Community Engagement Team have worked with over 640 organisations to promote our extra help services.

Recent community engagement
Our Community hub in Wednesbury forms part of our commitment to customer engagement and to ensure our customers are supported and get extra help when they need it. We regularly have community groups and other agencies using the hub including: SCVO, Age Matters, Healthwatch, nPower, Black Country Housing Group and Sandwell Council.

Find out more about our Community hub.

In April 2019, we invited customers to discuss their water bills with us during our billing roadshow. Our team took our media vehicle to towns and cities across our region in a bid to reach even more of our customers. We understand that face-to-face meetings are important and our media vehicle helps us to reach even more of our customers.