Welsh Water is telling customers having difficulty paying water and sewerage bills that they could be eligible for help from new tariffs and an assistance fund.The company is promoting new tariffs that are unique to Welsh Water and which are intended to ease the problem of bill payment. The company has also made a short film to help explain what help is available.The key message is that customers who find themselves in difficulty and unable to pay should contact Welsh Water as soon as possible to discuss what options they have.Welsh Water’s Head of Communications Sally Gronow said, “We know that for many people paying their water bills is not easy and we aim to do all we can to help them. That’s why we want to offer advice and help at the earliest opportunity. We have optional tariffs and payment methods available that are designed to suit an individual customer’s needs. These include capped charges for low income customers, and other payment methods such as a reduced charge for direct payment from benefits.”She said that the company would be pleased to discuss the options with callers. They are ‘Welsh Water Assist’, ‘Water Direct,’ and the ‘Customer Assistance Fund.’“The Welsh Water Assist tariff caps your bill at £228; that’s at least £50 off most customers’ bills, “said Mrs Gronow. “To be eligible you will need to meet certain criteria, which includes households where people are in receipt of certain benefits and have three children under the age of 19 or someone in the household has a medical condition that requires them to use more water than usual.“Our Water Direct Scheme is run in conjunction with the Department of Work and Pensions. It is designed to assist customers who have arrears on their water charges and are in receipt of certain benefits including Income Support, Income based Job Seekers Allowance, Pension Credit, and Employment Support Allowance.”
She continued, “There is also a Customer Assistance Fund, which could reduce the amount you owe. If you are experiencing severe financial hardship and are unable to pay your water charges, you may be able to receive exceptional support from us. Please do not ignore any problems paying your water bill – talk to us straightaway and we will try to find a way to help.”
Fran Targett, Director Citizen Advice Cymru commented, "We welcome the work that Welsh Water is doing to design tariffs to help those who are finding it hardest to pay their bills. Our latest figures show that enquiries from our clients in Wales about water debts have increased by 21% year on year in the last quarter. We would encourage anyone who is having trouble paying to contact Welsh Water at the earliest opportunity and also to seek advice from their local CAB to help manage their finances."