Could you Save on your Water Bill? Welsh Water boosts community focus to support customers with the cost-of-living.
30 January 2023
Dŵr Cymru Welsh Water, the only not-for-profit water company in England and Wales, is urging customers to learn more about the range of financial support options it has on offer, which could help those most impacted by the rising cost-of-living save up to £230 on their annual water bill.
Paula Burnell, Head of Vulnerable Customer Support at Welsh Water, said: “At Welsh Water we have ambitions to continually ensure the right people receive the right type of financial support. More than ever, our customers are experiencing financial pressure, with the rising cost of essentials like food, heating, and electricity.
“A record number of households - over 144,000 - now receive financial support from Welsh Water and we have committed to investing a further £12 million to expand this support to an extra 50,000 households. To achieve this, we have a dedicated team who have the expertise to advise customers on the various support schemes that we provide, with the aim of helping anyone who is struggling to afford their water bill to get back on track.
“The team are on hand to speak with customers every day, whether it’s over the phone, online, or face to face in communities where they live. We are urging anyone who thinks we may be able to help to get in touch as soon as possible, don’t suffer in silence, you’ll be treated sensitively and in confidence.”
From Bettws to Bangor, the last three months has seen Welsh Water’s vulnerable customer support team attend over 120 events and awareness sessions. The team visit these events to speak with customers and promote the financial support available to them, often helping them save over £230 on their annual bill.
Tracey Price, Bill Assist Team Leader at Welsh Water recently attended a cost-of-living support event held at Hope Church in Tonypandy. She said: “With the cost-of-living crisis, we’re here to help. We want to raise awareness to our customers about the support schemes that we have on offer.”
At the event, Tracey supported Matthew, a customer from Tonypandy who had recently been made redundant from his job. Matthew needed support whilst he waited to start a new role, so Tracey helped him sign up for direct debit payments, to make his payments more manageable.
Matthew said: “I came down here for the food bank, but I took a look around and I heard Welsh Water were here… I could speak to them face to face. Tracey’s helped me a lot today.”
As households in Wales face financial challenges like never before, including rising food and energy prices, Welsh Water has a number of ways customers can save on their water bill, including:
- HelpU: The HelpU tariff helps low-income households by putting a cap on the amount you have to pay for your water. The HelpU tariff helps the lowest income households in our region. If you qualify, we will cap your water bill, so you won’t pay over a certain amount for the year.
- Installing a water meter: If you live alone, don’t use much water, or are just looking to reduce your bill then you might save money by having a water meter installed, that way you'll only pay for the water you use.
- Water Direct Debt Support Scheme: If you're in financial hardship and behind on your water bills us, the Water Direct Debt scheme may help. If you receive means tested benefits, you can pay your water charges and debt through your benefits, which means your arrears will slowly reduce, helping you gain control over your finances. Welsh Water will also give a £25 discount off your current year's charges.
Information about Welsh Water’s financial support packages can be found online at www.dwrcymru.com/helpwithbills.
Want help face to face? Welsh Water’s support team are always on hand to support customers, whether that’s over the phone, online or face to face in communities. For information on where the team will be visiting next, follow @dwrcymru on Facebook, Twitter, and Instagram.