Water for All Water Affordability and WelcomeVulnerability to Report the 2019-20 Consumer Council for Water

ccwater.org.uk ccwater.org.uk Water Affordability and Vulnerability Report 2019-20 ccwater.org.uk

Overview...... 3 Key Highlights...... 4 Overview What companies need to do to improve outcomes for customers...... 5 Affordability...... 6 What support are companies providing?...... 8 WaterSure take-up 2019-20...... 9 This report considers the by companies and areas Social tariffs...... 11 performance of water where they need to improve. The financial value of support delivered by social tariff schemes...... 14 and sewerage companies Other support schemes...... 15 in and Wales in The report also reflects Water Direct...... 18 Responding to the Covid-19 Pandemic...... 19 supporting customers facing on the sector’s response Non-financial vulnerability...... 22 financial vulnerability during to supporting customers Raising awareness of support available...... 23 2019-20. It also examines through the immediate The need to get better at preparing for, the response to wider impacts of Covid-19 and how Informing on and responding to incidents...... 26 vulnerability and company they are preparing to meet Numbers of customers signed up for priority services...... 29 Accessible and inclusive services...... 32 efforts to ensure their the longer-term challenges Delivering social good...... 33 services are accessible to likely to flow from it. Summary...... 34 all customers. We highlight examples of good practice

2 3 Water Affordability and Vulnerability Report 2019-20 ccwater.org.uk

What companies need to do to improve outcomes Key Highlights for customers facing vulnerable circumstances:

Affordability Vulnerability Affordability Vulnerability At the end of 2019-20 almost 900,000 < Last year the number of customers in < We encourage companies to: We encourage companies to: financially vulnerable households in England vulnerable circumstances registered for support increased by 41.73% to 595,839 and Wales were receiving help through < Raise awareness of the support offered < Offer a comprehensive range of support reduced water bills (28% more than the through the Priority Services Register to at Only 42% of customers are aware of measures to meet the differing needs of previous year). This delivered annual bill < least 60% by the end of 2025 and 75% by 2030 the additional support provided by a customers, such as whether their financial reductions of approximately £150 million company’s priority services, a decrease vulnerability is temporary or longer term < Strive to be a trusted source of information The number of households supported of 2% from the previous year and support within communities < < Ensure they are prepared to effectively through social tariff schemes rose respond to an acceleration in demand for < 9% of customers would struggle to collect Improve customer communication, particularly by 35% to 723,192 in 2019-20 assistance from households impacted by the < bottled water from a local distribution point to those customers who are hard to reach and pandemic, including ensuring there is sufficient Several companies have responded to in the event of a supply interruption where language, literacy and cultural barriers are < capacity within their social tariff schemes our challenge to expand the range of preventing messages from being understood < Only 49% of customers rank their company support options they offer, but gaps Do more to share the cost of funding social ‘Good’ in terms of how it communicates < Get better at preparing for, informing on do remain for some companies tariff schemes with their customers < about services, plans and availability and responding to major incidents of additional support services < The sector responded promptly and Reframe relationships with customers. < Offer services that are accessible effectively in supporting customers facing Become seen as a source of help at a time < and inclusive to all the immediate financial impacts of the when customers are facing challenging coronavirus pandemic. This included providing circumstances, including by reviewing the < Offer support that is meaningful to customers payment breaks to around 80,000 customers tone of voice used in their communications Deliver social good through Companies must ensure they are prepared < < < Collaborate with each other and with their vulnerability work to meet the increasing demand for financial trusted third parties, including CCW, support likely to be linked with the longer- to help raise awareness of support and term economic impacts of the pandemic assist hard to reach customers

< Make full use of the data they hold on customer payment patterns and other The current mechanisms used by companies to indicators of financial stress to help them support those struggling to pay their bills have target support to those that need it at helped the industry to take huge strides forward an early stage of problems emerging in terms of the help available and delivered to customers. However there is a need to ensure

< Progress the work they have begun to that those mechanisms are sustainable long make use of the data sharing options into the future and able to meet the challenges opened up by the ‘Digital Economy Act1’ which lie ahead. We therefore strongly welcome the UK and Welsh Governments’ announcement in October 2020 that it has commissioned CCW to undertake an independent review of the current support arrangements and opportunities to improve on these. CCW will publish the findings of the review in spring 2021.

4 1. https://www.legislation.gov.uk/ukpga/2017/30/contents/enacted 5 Water Affordability and Vulnerability Report 2019-20 ccwater.org.uk

Conversely, as we know from our research2, We welcome these plans to help more customers, Affordability some customers continue to pay for their water but remain concerned that this progress will and sewerage services even when they cannot not be sufficient to fully address the water afford them. However they only manage to affordability problem which already exists. The At the end of 2019-20 almost 900,000 financially Following ’s review of charges do so by sacrificing other necessities such as support available to struggling households is vulnerable households in England and Wales were for the 5-year period from 2020 the heating, clothing and food. This is the more constrained by customers’ willingness to fund receiving help through reduced water bills - 28% average annual water and sewerage hidden side of the water affordability problem. it, and continues to vary based on where people more than the previous year. The overall value of bill bill for households in England and live. These points will need to be addressed if the Ofwat’s final determinations on water and sewerage reductions provided amounted to around £150m. Wales was reduced by £17 to £397 sector is to fulfil its commitment to make bills price limits for 2020-25 will have a positive effect for 2020-21. For companies providing affordable for all households currently spending Water companies are also using a range of on the overall affordability of bills. In December both services the range of average more than 5% of their disposable income on other schemes to help customers overcome 2019 the regulator announced that bills will reduce bills was from £300 to £520. water and sewerage services by 2030.4 their financial difficulties. However, the support by an average of 12% over the five-year period to available to customers varies based on where 2025. However, bills vary considerably between During the course of 2020 it has become clear that they live and current capacity within the schemes companies and individual customers (generally the UK is facing significant economic challenges as is not sufficient to eradicate water poverty. based on water usage or property rating valuation a consequence of the coronavirus pandemic. The Households don’t face the risk of their service - rateable value). More significantly, customers’ Office of Budget Responsibility has indicated that being disconnected if they fall behind with wider financial circumstances have a large there is potential for the number of people who are water bill payments. However falling into arrears 900,000 bearing on their ability to pay for water services. unemployed to increase by as much as around 2 can lead to a worsening of overall financial million in 2021. Others, including casual workers and circumstances. This can arise from water company Low-income households in the self-employed, are likely to face reduced levels of legal action to recover outstanding charges or the England and Wales were income due to changes in normal economic activity. receiving reduced water impact on credit ratings of missed payments. Over the coming months we can therefore expect bills at the end of 2019-20 CCW’s 2019-20 Water Matters research to see a significant increase in the numbers of found that 1 in 10 customers considers their households facing financial stress and struggling water and sewerage bills are not affordable to maintain payments for their household (1 in 8 in Wales only). This suggests bills. The current system is likely to struggle to that around 3 million households may cope. CCW’s affordability review is therefore currently need help with their water bills.3 very well timed. It is essential that an effective framework of support is in place to support water customers through these challenging times

As part of their business plan commitments water companies have said they will increase the total number of customers supported through lower 1 in 10 bills to over 1.4 million by 2025. They have also committed to help around 70,000 customers customers told CCW clear their debts through payment matching their water and schemes and to use hardship funds to help sewerage bills were not 20,000 customers overcome financial crises. affordable in 2019-20

2. https://www.ccwater.org.uk/research/living-with-water-poverty-research-report-2014/ 3. https://www.ccwater.org.uk/research/our-annual-water-matters-survey-results/ 6 4. https://www.water.org.uk/wp-content/uploads/2019/04/Public-Interest-Commitment-2.pdf 7 Water Affordability and Vulnerability Report 2019-20 ccwater.org.uk

WaterSure take-up 2019-20

What support are Company Number of customers Customers registered per 10,000 registered metered households companies providing? Water and Sewerage Companies

Anglian 34,853 118

Water companies should provide a range Dŵr Cymru 15,543 106 of support options to meet the differing 847 86 needs of their customers. Some need help overcoming short-term financial difficulties, Northumbrian 3,247 26 while others have fallen into arrears and need WaterSure 13,959 33 a fresh start. There are also households facing longer-term financial stress, which leaves The WaterSure scheme is offered by all South West 12,674 161 companies. It limits metered bills for low them unable to afford their water charges. Southern 13,856 69 income, high water users to, at most, the In the following sections of the report we look average for the region. Customers qualify Thames 13,836 24 at the help which is currently being provided. for help through WaterSure if they are: 22,772 70

The WaterSure scheme protects low-income Wessex 7,779 63 metered customers from unaffordable costs Yorkshire 7,205 31 associated with high essential water usage < metered; needs by capping their bills,usually at that receiving certain welfare benefits; and Water only companies company’s average household bill level. < Affinity 4,055 28 In 2019-20 most companies continued to increase < receiving child benefit for three the number of customers being supported through or more children under the age of Bournemouth 729 37 19, or have someone living at the the WaterSure scheme. In total 166,946 metered Bristol 2,974 58 customers were registered for support at the end property with a medical condition of the year, an increase of 7% on 2018-19 (156,543). requiring high water use. Cambridge 352 26 The overall value of that support to customers & 4,883 63 in 2019-20 was estimated to be about £45m. Hartlepool 320 74 A further 15,812 unmetered customers of Dŵr Cymru 190 6 meeting the WaterSure qualifying criteria were also supported under a legacy scheme. South East 5,220 54 South Staffs 1,411 25

SES Water 241 9

Industry Total/Average 166,946 99

8 9 Water Affordability and Vulnerability Report 2019-20 ccwater.org.uk

Take-up of the WaterSure scheme at company There are a number of steps which companies can Social Tariffs level can be influenced by a number of factors. take to raise awareness of the support they offer. These include differing bill levels, welfare benefit Greater collaboration across the sector including take-up, the proportion of customers metered < joined up investment in promoting common through optional or compulsory metering, schemes such as WaterSure at an England and and overlap with other available social tariffs. Wales level could help reach more customers Good practice example However company activity to promote the Social Tariffs scheme to their customers, and to proactively used the < Companies should work with relevant third Companies offer their own social sign them up, is also an important factor. information it held on customers who party organisations (including CCW) to utilise tariff schemes that have the effect had previously advised the company they We do not know for certain how many customers their voices to help get messages about support of limiting or reducing bills to some received pension credits to automatically are eligible for the scheme. Our Water Matters out to customers. Those organisations are often lower-income customers. In most cases 5 provide bill reductions under its Pension research shows that only 10% of customers more trusted by the public and can provide the schemes are fully funded through Credit Social Tariff, without the need are aware of this help, suggesting that many a ‘way in’ to some hard to reach customers other customers’ bills. Companies for customers requesting them. more households could tap into this source of must consult with their customers support. In fact 5% of those surveyed said they and CCW in developing these tariffs, would like to know more about the scheme. but are otherwise free to determine Awareness levels are a little higher in Wales (13%). the nature they will take. That has resulted in considerable variation in Informed by its research and work with other The wide range between the number of terms of the eligibility criteria of the stakeholders on this issue, CCW has made a customers registered (per 10,000 metered Good practice example schemes and the level and nature of number of recommendations to the sector to customers) suggests a considerable number has a dedicated ‘Money the support which they provide. help it continue to improve the effectiveness of companies could significantly improve Worries’ web page to help customers see in the delivery of support to financially performance in order to achieve performance the ways that the company has helped CCW’s website has a guide which vulnerable households, including the hard closer to the best performing companies. other customers who have had problems customers can use to identify to reach. The recommendations include: paying. This is in the form of different what support is available from the Based on take-up levels alone it seems that Making every contact count – using routine personas and each story outlines what company which serves them. < Portsmouth Water and SES Water may have interactions with customers to deliver brief the customers can expect from the most scope to improve the number of customers information about the availability of support they support through WaterSure. In both cases company, and encourages contact if they fewer than 0.2% of those companies’ metered have concerns. < Harnessing the power of behavioural customers are registered for support through the By April 2020 almost three quarters of a million insights – identifying what actions scheme. Both companies do support a higher customers in England and Wales were receiving prompt the best response and applying proportion of customers than average through help through the social tariff schemes operated by this to future engagement work their social tariff schemes, in the case of SES Water, water companies. This take-up by 723,192 customers Ensuring communications are the second highest proportion in the sector. represented a 35% increase on 2018-19, when < clear and easy to read 534,405 customers were registered for support.

Our work with water companies to introduce, < Taking advantage of opportunities to engage improve and raise awareness of social tariffs customers during moments of change, such has helped ensure the number of customers as moving house, when they can be more supported by these schemes has more receptive to engaging with messaging than quadrupled over the last 5 years. < Making use of case studies to demonstrate how others are being helped. This can often help people to realise that they also qualify for support

< Utilising a range of contact channels to promote support to meet differing customer needs

2. Investigations are our most serious involvement in complaints and are 10 5. https://www.ccwater.org.uk/research/our-annual-water-matters-survey-results/ undertaken when significant case handling failure has occurred. 11 Water Affordability and Vulnerability Report 2019-20 ccwater.org.uk Social tariff take-up 2019-20

We expect companies to take account of We estimate that under current arrangements Company Number of customers Customers registered registered per 10,000 households these recommendations to help maximise the social tariff and WaterSure schemes may awareness of the help they offer. If customers have the capacity to support up to around 1.5 Water and Sewerage Companies know assistance is available, they can ask for million customers. However this would still it if they find themselves in need of support. leave around half of those who need help Anglian 24,307 83 This is particularly important given financial unsupported. The distribution of support would Dŵr Cymru 88,024 599 vulnerability can often be transient in nature. also vary considerably between companies. Hafren Dyfrdwy 872 88 CCW continues to help companies move forward on this issue by facilitating the sharing of good Northumbrian 25,742 208 practice, including through our reports and Severn Trent 52,690 124 seminars. We also extensively promote the South West 11,547 147 support which is available, and our website Good practice example tools which help customers navigate it. We also Southern 84,373 420 provide information and guidance to third sector United Utilities has launched a friends Thames 150,372 260 advice agencies to ensure their teams can direct and family helpline to offer advice financially vulnerable households to the right help. to people who are concerned that United Utilities 68,552 210 someone they know is struggling to Wessex 34,789 280 Funding for social tariff schemes comes pay their bill. It serves as an additional from customers’ bills. Government guidance way to promote support schemes to Yorkshire 19,795 85 requires companies introducing schemes people who may not otherwise contact Water only companies to consult with their customers about the the company for help. The person who extent to which they are willing to fund calls the dedicated affordability team Affinity 60,230 415 these and to take account of their views. can explain available schemes to their friend or family member and encourage Bournemouth 671 34 Customers in different parts of England and Wales them to contact the company. have indicated quite different levels of willingness Bristol 15,966 312 to fund social tariff schemes - ranging from around Cambridge 1,306 95 £1 to £20 a year. As a result, the schemes which have been developed by different companies Essex & Suffolk 4,882 63 vary considerably in terms of who is eligible for Hartlepool 559 130 support, the value of the assistance provided Portsmouth 8,401 275 and how many customers can be potentially helped each year before funding is exhausted. South East 33,575 345

CCW has called on companies to contribute to South Staffs 22,228 395 the cost of funding social tariffs. Currently just SES Water 14,311 509 three companies make a financial contribution Industry Total/Average 723,192 236 to their schemes from their profits - Dŵr Cymru Welsh Water, United Utilities and . We feel this demonstrates a real commitment on the part of these companies to help support their customers. More companies need to follow suit in order to play their part along with their customers. Good practice example

Severn Trent Water has launched a pilot to provide financial support to care leavers as they move into independent living. The trial will initially see the company working in partnership with Coventry City Council, where young adults will be fast-tracked onto the company’s social tariff scheme. The longer-term aim is to also expand support to cover education around bills and how to save water, as well as showcasing all the opportunities that are available such as work experience placements and apprenticeships.

12 Water Affordability and Vulnerability Report 2019-20 ccwater.org.uk

The financial value of support delivered by social tariff schemes Other support schemes

Customers benefitted from social tariff for just one service by each company. The following Charitable trusts and in-house crisis funds Water efficiency home audits bill reductions worth an estimated companies serve a high proportion of customers These make awards of company funds to Visits to customers’ homes to help £105 million during 2019-20. with just one service (and therefore only need to help customers facing financial crisis. them identify how to save water and provide a bill reduction against either water or The average value of the bill reductions provided therefore reduce metered bills. sewerage charges for those customers): Hafren Payment matching to customers through different social tariff Dyfrdwy, , , Thames Lowest bill guarantee schemes varies considerably. A number of factors Water, and Severn Trent Water. Where customers maintain regular payments significantly influence these figures and should be against a debt the company will match Schemes that allow customers to considered in any assessment of this data. These Fuller data outlining historical progress those payments, usually with an equal switch to a meter without risk, as the include differing bill levels, whether single or dual against the measures reported in this payment or in some cases more than equal. company guarantees it won’t ask the (water and sewerage) services are provided and, in section can be found on our website. customer to pay any more than they Payment breaks the case of companies providing both services, the were before the meter was installed. proportion of customers supported with the bills A facility to allow customers to defer Money/debt advice referral arrangements payments by agreement to help them Approximate monetary value of support provided through social tariffs7 manage short-term financial stresses. Companies have arrangements with advice agencies to transfer customers to them, Benefit entitlement checks in order that they can help them address Company Estimated value of support provided (£) Average bill reduction (£) Supporting customers by helping them their overall financial circumstances. identify if they are claiming all the Water and Sewerage Companies benefits to which they are entitled. Anglian 4,324,001 178 Dŵr Cymru 24,365,606 277 Hafren Dyfrdwy 88,116 101 Northumbrian 3,464,030 135 Severn Trent 11,667,823 221 South West 1,388,448 120 Customers can struggle with their water Southern 5,655,365 67 bills for a range of reasons and their financial Thames 15,482,176 103 Good practice example vulnerability can take different forms and may United Utilities 20,254,575 295 be longer term or more transient in nature. Wessex 4,664,597 134 South Staffs and Cambridge Water provide a 100% water discount for 8 Yorkshire 2,147,268 108 In last year’s report we called on companies weeks for social tariff applicants who to ensure they have a comprehensive range Water only companies have made a new Universal Credit of measures to support financial vulnerable claim – helping them during a period Affinity 4,596,151 76 customers whatever their circumstances. We when they may have no income. Bournemouth 14,864 22 are pleased to note that several companies have Bristol 1,320,247 82 responded to this challenge and widened the Cambridge 95,539 73 range of schemes available to their customers. Essex & Suffolk 421,060 86 Changes from last year are highlighted in blue. Hartlepool 49,453 88 Portsmouth 189,732 23 South East 2,076,651 62 South Staffs 1,805,712 81 SES Water 1,383,100 97 Industry Total/Average 105,454,513 236

7. Based on company assessments of the value of support delivered. These may be subject to varying 14 degrees of accuracy. Patterns of take-up may also impact the data on average bill reductions. 15 Water Affordability and Vulnerability Report 2019-20 ccwater.org.uk

Summary of the key support measures provided by companies

Good practice example Good practice example

United Utilities funded the design and doubled its funding launch of a new tool to help money contribution to the Thames Water Trust Fund from £500k to £1m as part

audit advisors who support customers in checks

Company Company of its response to Covid-19. This money clear debt clear the North West of England. The North included a personal contribution from Payment Breaks Payment

house crisis Fund house crisis West Hardship Hub offers money Covid-19 response) Covid-19 Money /debt advice advice /debt Money Benefit entitlement part of meter option part of meter referral arrangement referral rather than as partrather of (Permanent schemes schemes (Permanent Payment Matching to to Matching Payment Charitable Trust or in- Trust Charitable Thames Water staff, including the board. Water efficiency home efficiency Water

Lowest bill guarantee as bill guarantee Lowest advisors a ‘one stop shop’ for all debt support schemes available to their Water and Sewerage Companies clients. Saving time and effort and ultimately helping them help more Anglian clients. Following the principles of Trip In targeting the delivery of help companies Advisor, money advisors can search should seek to make full use of the data they hold, Dŵr Cymru Coming soon for all the available help in their local such as payment patterns and other signs that customers are falling into difficulties. This can Hafren Dyfrdwy Coming soon area and be able to rate schemes, recommend them to colleagues, access help them support customers at an early stage Northumbrian Coming soon application details and obtain key of difficulty, preventing problems growing. contact details of scheme owners. Severn Trent Coming soon We also look to companies to progress the work they have begun to make use of the data sharing South West options opened up through the provisions of the Not ‘Digital Economy Act’ to help them effectively Southern applicable* We also called on companies to do more to target support. A number of companies had Thames overcome the barriers which prevent customers been preparing to commence data sharing arrangements with DWP in spring 2020. This work United Utilities from realising the savings they could make by switching to a meter. In particular we encouraged was delayed due to the coronavirus pandemic, Wessex them to offer lowest bill guarantee schemes but is now in the process of resuming.

Yorkshire to help customers make the switch risk free. We very much welcome the fact that several Water only companies companies have now implemented a scheme of this type or are in the process of doing so. Affinity Coming soon Coming soon We are continuing to call on the remaining companies (other than those who have completed Bournemouth Coming soon universal metering programmes) to follow suit. Bristol CCW would be happy to help those companies explore the benefits which might be realised by Cambridge implementing a lowest bill guarantee scheme.

Essex and Suffolk Coming soon We expect all companies to keep their range of support options under review to ensure they Hartlepool have appropriate measures to meet the differing Portsmouth Under trial circumstances of customers. There are some gaps in terms of the range of help offered by Hafren Not South East applicable* Dyfrdwy and and we therefore call on these companies to bolster their suite of South Staffs support measures during the current year. SES Water Coming soon

* Not applicable in the cases of Southern Water and as they have fully rolled out universal metering schemes

16 17 Water Affordability and Vulnerability Report 2019-20 ccwater.org.uk

Responding to the Good practice for partnership working

Many companies have found that partnership Yorkshire Water is working with the COVID-19 Pandemic arrangements with other local and national Job Centres across its region to provide organisations can help them better reach upskilling and knowledge sharing about The economic consequences of the coronavirus the customers who need their support. its financial support schemes so this pandemic have raised both immediate and longer- information can be shared with their clients. Recent examples highlighted term challenges for the water sector in terms of by companies include: Southern Water held surgeries in its support for financially vulnerable households. Wessex Water has established a the Job Centres located in some of foundation to bring its community-based Hafren Dyfrdwy is working in partnership Measures to protect against the spread of the its most deprived areas. Their team funding together and to ultimately share with Warm Wales to develop a one stop virus resulted in many businesses facing periods worked with the work coaches to set outperformance over the coming years. application arrangement. Trained Warm of closure or reduced operation. Around 10 up appointments with clients as well as Wales agents will process applications and million people were placed on the Government’s helping ‘walk-ins’ with their water bills. The Foundation is a dedicated funding accept customers onto the company’s furlough scheme by their employers. scheme for projects across the region affordability schemes on its behalf. Southern Water and Portsmouth Water and is being run in partnership with It was vital for water companies to respond operate a Home & Well project, which brings the Somerset, Wiltshire, Dorset and Affinity Water has a partnership with the to the needs of customers suddenly facing together Citizens Advice , SSEN Quartet Community Foundations. Money Advice Trust. Duel-branded web unexpected financial vulnerability. They had and Portsmouth Water in an initiative to pages provide support for customers via debt to do so at a time when they faced significant provide advice to patients leaving hospital. It has three key funding streams advice, particularly focused on customers challenges in terms of adapting the way Home & Well ensures that vulnerable for 2020 and beyond: with debts with multiple creditors. Here they operated to maintain key services. patients are given the best possible chance customers can speak to an independent debt < immediate support for local groups to focus on recovery by resolving any Overall, we feel the sector responded extremely counsellor and receive help and support on impacted by the Covid-19 crisis issues with utility bills or wider financial well to these immediate challenges. income maximisation and expenditure. problems, as well as making sure they < a recovery fund to support groups Affinity Water is also developing a partnership are on the Priority Services Register. rebuilding our communities with Christians Against Poverty to help beyond Covid-19 assess and place their clients on the most suitable social tariff without requiring Severn Trent Water introduced a < a new permanent fund providing an application from the customer. temporary social tariff. Customers whose grants totalling at least £500,000 each financial circumstances were impacted year from 2021 onwards to support by the pandemic can apply for a 50% community projects, debt advice and bill reduction of 2020-21 charges only. charities dealing with those suffering the consequences of poverty through poor mental and physical health, Water Direct hunger, housing or unemployment.

The Water Direct scheme enables companies By the end of 2019-20, 171,776 customers South Staffs and Cambridge Water to arrange to take payments direct from a were paying water charges by Water Direct. As part of its Covid-19 response, the Government introduced an additional social tariff customer’s benefits before they are paid. Some This was down by 7% on the previous year provided a temporary £20 per week uplift in option for customers temporarily customers find this helpful in supporting them (185,491), reflecting the fact that companies Universal Credit payments. , impacted by the pandemic. The scheme to manage their budgets. Customers generally now offer a wider range of alternative , Northumbrian Water provided a temporary discount of have to be in debt for an arrangement to be set support schemes that can often provide and excluded this from 60% for 3 months for those customers up. Limits apply to the amount which companies better support and more effectively meet the income calculation for their social tariffs affected through furlough, self- are permitted to collect from benefits. individual customer circumstances. to ensure that customers who are benefitting employed and statutory sick pay. from this uplift do not become ineligible for the tariff or receive a lower discount than they would under normal circumstances. 18 19 Water Affordability and Vulnerability Report 2019-20

Companies worked together through their Specific common measures introduced included: However the longer-term impact on Wessex Water’s Community team was trade body, Water UK, and in consultation household financial circumstances remains able to provide immediate support Actively offering payment breaks or payment with key stakeholders, including CCW, to < of considerable concern. In particular the via their connection to Community holidays for anyone in financial difficulty as a promptly put in place a set of common expected rises in unemployment levels are Foundations in the area. They partnered result of Covid-19 (including those companies commitments to support customers. likely to make water charges and other bills with Age UK BANES to deliver 6,500 hot without existing payment break schemes) less affordable for many households. lunches to vulnerable elderly people Companies pledged to use the full range of their self-isolating in and around Bath. schemes to help customers who are struggling < Ceasing new court applications and all to pay their bills in the difficult circumstances. enforcement visits during the lockdown period

< Proactively identifying cash payers unable to make payments due to being Proactive contact The challenges presented by the pandemic mean unable to leave their house and providing Several companies took steps to the time is right to take a fresh look at the sector’s alternative payment options Customers opting for a meter proactively contact customers in approach to supporting financially vulnerable response to the pandemic to highlight households. We therefore strongly welcome the During the period of lockdown when < Ceasing the placement of customers with their financial support options. decisions by UK and Welsh Governments to call on they were unable to install meters that external collection agencies during the CCW to undertake an independent review. Over households had requested, several support period where they have identified Northumbrian Water sent emails the coming months we will work with a wide range companies took steps to help ensure themselves as requiring additional support to all customers and Affinity of stakeholders from within and outside of the customers didn’t miss out on the Water sent text messages. sector to gather evidence, ahead of publishing our savings they were aiming to achieve. Southern Water and Hafren Dyfrdwy recommendations to strengthen support next year. In the period from the end of March companies United Utilities and Dŵr Cymru contacted customers registered provided payment breaks to around 80,000 Welsh Water adjusted charges to on their Priority Service Registers households, helping them through the metered levels for those waiting to highlight the support available immediate impacts which lockdown measures for a meter to be installed. to those struggling with bills. were having on their income. This was Wessex Water waived charges for particularly helpful to customers who were customers for the duration of time furloughed and not receiving full pay, on more

a meter could not be installed. casual contracts and the self employed. We are working with companies to ensure they applied WaterSure charges Many companies also took steps to help customers are considering their response to these longer- ahead of meter installation where already receiving support by automatically renewing term impacts, particularly where companies have customers were planning to access their social tariff and WaterSure applications, limited remaining capacity in their social tariff that support by opting for a meter. or simplifying the process, in recognition of the challenges customers may have in resubmitting schemes. As a result of this several are currently in evidence of eligibility during the lockdown period. the process of taking steps to allow them to meet the needs of an increased number of customers A number of companies made financial donations seeking help over the coming months and years. to local community and charity groups working to support the public in their regions. We have previously called on companies to work South East Water recognised the potential to reframe their relationship with customers, in for short-term financial impacts of the The measures put in place by the sector, combined order to become seen as a source of help in times pandemic to become longer-term ones. with the broader Government support mechanisms, of difficulty. The pandemic has provided the sector Where customers who took payment have so far proved effective in ensuring a large with an opportunity to do this and, to date, it has breaks later find themselves eligible proportion of customers facing potential financial responded very positively. We want companies to for the company’s social tariff the vulnerability have been able to stay afloat and build on this good work as they prepare to support company will apply the lower charges have not fallen behind with water charges. customers through the ongoing economic impacts. retrospectively to the point of the initial payment break. So their charges will be capped for the whole period.

20 Water Affordability and Vulnerability Report 2019-20 ccwater.org.uk

Non-Financial Vulnerability Building Trust Raising awareness of Good practice from outside the sector support available

What the Covid-19 pandemic has shown us all is Many of the innovative new entrant that our lives can change almost in the blink of an energy companies have built up trust Insights from our Water Matters research eye. People can suddenly shift from needing no quickly with customers by making a support to struggling for a short period of time. reason to engage with them each month. Overall awareness of priority services has Customers Others may need support that is more permanent. Customer agree that their They have successfully achieved this by decreased over the last 5 years. Companies level of trust in water company promising customers they will make need to act fast to reverse this decline and It is imperative that consumers can trust water/sewerage cares about the sure bills are as accurate as possible and companies is service it provides bolster awareness to 60% by the end of 2025. their essential service providers to give them to do this they send a reminder each the support they need. This is vital in the month for the customer to send in a The following companies have the highest case of water and sewerage services. For 7.69/10 meter read. This makes the customer feel proportion of customers (as a 6-year rolling example, some customers may find it difficult 69% average) who are aware of priority services: engaged with the company and that it communicating or receiving information in the cares about them in wanting to get the formats that companies ordinarily use. Others bills correct, therefore building up trust. may struggle to boil water during a water South West Water 52% quality incident so could need bottled water. There is an opportunity for water Companies need to establish themselves as a companies to introduce this with their Bristol Water 52% It is, therefore, crucial that the support trusted source of information and support within metered customers. By building up Cambridge Water 51% offered by companies is meaningful and that communities. This will result in their customers this monthly relationship, it opens the consumers are aware of what is on offer so being comfortable in engaging with the company door for companies to raise awareness Essex and Suffolk Water 50% that they can access the help when needed. and asking it for help when they need it. about support available as well as 50% With all companies now working towards a other advice such as water efficiency, set of common performance commitments a reminder of what not to flush etc. Good practice on how companies could do this: for vulnerability set out by Ofwat, there is a . real danger that this could become the sole The following companies have the lowest Each contact point with a customer is an focus for their vulnerability work. This would < proportion of customers (as a 6-year rolling opportunity for companies to build up trust. be detrimental to customers if this happens. average) who are aware of priority services: To make the most of these opportunities To make tangible progress in supporting and companies need to have well-designed Thames Water 40% improving outcomes for customers in vulnerable strategies to promote the services they provide Affinity Water Central 42% circumstances companies need to widen their focus and CCW is launching our vulnerability manifesto. < Companies could look for opportunities It sets out the key priorities we will be focussing to establish relationships with customers on and collaborating with companies and other by creating more beneficial contact organisations to deliver the improvements needed. for customers, such as introducing Approximately 5% of households monthly customer meter reads where someone has a disability < Frontline staff need to also be able to offer, want to know more about or signpost to, appropriate assistance when priority service schemes. people make contact for whatever reason

Approximately 3%-4% of households where someone has a disability are already subscribed to priority service schemes.

22 23 Water Affordability and Vulnerability Report 2019-20 ccwater.org.uk

Our latest research shows that 42% of consumers Good practice on how companies could improve In addition to sharing good practice in this report, are aware of the additional support provided by on engaging with customers to raise awareness: CCW is committed to improving the outcomes a company’s priority services and the six-year for customers who are hard to reach due to Undertake a program of understanding on Good practice from outside the sector trend is decreasing – down from 48% in 2014. < language, literacy, cultural and other barriers how communities in their area communicate. Getting to know how a community preventing engagement and understanding of We believe it is possible for companies to raise The program should gather information communicates is vital. The communications from their water company. A customer awareness to over 60% by 2025. on ethnicity, language, literacy, trusted Communicating with Disaster Affected key component of our work in this area will be There is no quick fix for this and it will require sources of information, preferred and most Communities (CDAC) network states that: collaboration between CCW, water companies, a concerted long-term effort. Companies also used communication channels and which “It is essential that the right people get Ofwat and other organisations to develop and need to do more to breakdown linguistic and audiences are using them. Companies should the right information at the right time progress solutions to address those barriers. cultural barriers that prevent key messages then use the evidence to communicate to through the right channels. Knowing filtering through to some people. customers in a language they understand what is happening, where to go for and through channels customers use Last year we reported that three of the companies assistance, how to avoid further risk, whose customers experienced difficulties accessing and who to call for help is crucial for a < Enhance their local communication partnerships services during the extreme weather brought by including influential local figures such as community’s survival and recovery. about by the ‘Beast from the East’ in March 2018 social media influencers, youth MPs, faith leaders Communication is a form of aid. For had customer awareness levels significantly and prominent voluntary sector organisations it to be effective, it needs to be more below the industry average. This demonstrated than just providing information to a that lessons learned had not been acted on, Seek to create national communication < person - it also requires the ability for but we are pleased to see that Severn Trent partnerships with established communities to be able to voice their Water is showing signs of an improving trend. community communication networks opinions and provide feedback”. such as Neighbourhood Alert In the case of Thames Water its 6-year rolling Their website www.cdac.network.org average awareness levels are below industry Behaviour change techniques e.g. use postcards < contains guidance for suggested averages and show a declining trend. Southern to get messages out and avoid envelopes ways to understand communities. Water is closer to 6-year rolling average (fear of unknown of what’s in an envelope) levels but also shows a declining trend. < Deliver the energy and water priority services data share project8 and embark on a collaborative priority services awareness campaign. Treating priority services as a brand and using brand-raising awareness principles will assist in regional, national and collaborative endeavours to significantly bolster awareness

42% 60% of consumers are aware we believe is achievable of the additional support by 2025 if the industry provided by water companies' makes a concerted effort priority services.

8. This project is working towards establishing arrangements which will enable customers to be registered 24 for both energy and water priority services by speaking just once to either their energy or water supplier. 25 Water Affordability and Vulnerability Report 2019-20 ccwater.org.uk

The need to get better at preparing for, Good practice on how companies could do this: informing on and responding to incidents < Use social vulnerability indexes to identify potential areas where most transient support may be needed Social Vulnerability Indexes Building trust, raising awareness of support 80% of customers felt they would be able to collect < Use experiential learning of people who have Social vulnerability can help illustrate the available and communicating effectively are all it themselves, 9% of customers said someone suffered/are most likely to suffer because of a level of susceptibility for an individual essential areas to be getting right to improve the would be able to collect it for them and a further major incident. This community understands or group to a risk. It is a concept based customer experience if a major incident occurs. 9% told us they would be unable to collect it how such incidents make them vulnerable on the belief that people/groups have and had no one else to pick it up for them. As a result of the ongoing Covid-19 pandemic, and what their needs are during the incident. different abilities to cope with incidents now more than ever consumers are dependent When asked under what circumstances they Engagement with this community needs to and as such, it is not enough to plan on having a reliable supply of clean water. felt they would be unable to collect water, happen early in the planning stages, ideally for an incident based solely on the When an incident occurs where a consumer respondents identified the following main reasons: to help co-produce emergency plans characteristics of the cause (e.g. the unexpectedly loses supply then they need to weather during the freeze and rapid Housebound due to illness or disability 11% The industry should have standardised be able to trust their company to keep them < < thaw.) Social vulnerability adds the formal arrangements in place with Local informed and provide them with the support dimension of sensitivity to the scenario by Lack of transport 6% Resilience Forum’s (LRF’s) for information they need. As well as getting the support to those < considering the capacity or capability of a to be shared at preparation, planning and registered on their Priority Service Registers (PSR), person to adapt. < If ill health deteriorated 5% responding stages. This could include it is imperative that companies identify who is standardised agreed trigger mechanisms facing transient vulnerability e.g. those who are Short-term acute illness 4% < being put in place and agreed timescales struggling in the moment to access the support.

Companies are now more focussed on preparing < Companies should continue at pace to for incidents. However, it is clear that there Companies need to do all they can to establish effective partnerships. They is still more effort needed by companies to reach out to these customers and provide should be clear on what they expect from Good practice example plan, prepare and respond to incidents. them with the support they need. their partnerships whether that be: Anglian Water is working in partnership Incident planning presently fails to include Some water companies have encountered 1.1 - Identification partners – to identify with Scope to better understand its enough experiential knowledge of people difficulties in getting timely access to data about people who need temporary support customers’ needs. The company is seeking who have suffered/are most likely to suffer who needs help from some local resilience forums to understand how best it can meet because of a major incident. This community (LRF) to enable the companies to plan and deliver 1.2 - Response partners - to help get the customer expectations and needs during understands how such incidents make them support. This was recently evidenced during a water support to people who need it an interruption to water supply incident, vulnerable and what their needs are during the supply incident during the UK’s lockdown period. particularly amongst those customers 1.3 - Communication partners - to help incident. Engagement with this community who may have disabilities or vulnerabilities Water companies were not included in the list share information about the incident needs to happen early in the planning stages, that might mean they require additional, of organisations that had automatic access ideally to help co-produce emergency plans. more tailored support. to people who were advised to shield during 1.4 - Learning partners – to help understand Water companies struggle to identify who may lockdown. At a time when water is seen as what support would be most useful Scope supports the demographic that be more likely to be in transient vulnerable essential to households in order to accommodate Anglian Water is trying to reach and they Companies would benefit from having circumstances caused by an incident. the additional hand washing and clothes and < have the social network and tools needed temporary categories on their PSR for Relying on Priority Service Registers is not house cleaning, water companies are unable to to help them reach such customers. consumers who have transient additional enough; these do not capture consumers fully plan for prioritising shielded consumers. support needs. These should be reviewed Scope have promoted a questionnaire who are facing transient vulnerability. We must therefore look for opportunities after an agreed timescale such as 6 months through their various social media For the first time in our annual tracking report, to improve outcomes for consumers when channels, ensuring that as diverse a range we asked customers about their capacity a major water incident happens. < Make it easy for customers to self- of participants as possible are reached, to collect bottled water from a local water identify they need support with a wide range of disabilities and company distribution station if their water vulnerabilities recruited to take part. So far, Make it easy for friends, neighbours, supply was off for more than a few hours. < they have successfully engaged with more relatives or third parties to notify the than 1000 customers. company that someone needs support

< Have effective emergency communications

26 27 Water Affordability and Vulnerability Report 2019-20 ccwater.org.uk

A key finding from our Customer experience Numbers of customers signed up for priority services of supply interruptions research9 was that Companies record on their Priority Services Register has been increasing at a steady rate over the communication by companies to their consumers the additional support that consumers need. last five years, from 273,455 in 2015-16. was poor. Two out of five affected consumers Good practice from within the sector didn’t hear from their water company about We continue to see encouraging signs of year- This is an increase of 118% across the five-year Thames Water –The company has rolled the interruptions. There was an over-reliance on on-year growth in the numbers of consumers period. We welcome the efforts that companies out a new app which gives its employees social media and people found ‘word of mouth’ signed up for priority services. Last year the have made in promoting their schemes to live face-to-face access to a British Sign by families and friends the best way to get number of customers registered increased achieve this, particularly by the upper quartile Language (BSL) interpreter and alternative information. Since then we have been looking by 41.73% from 420,392 to 595,839 companies Anglian Water, SES Water, Hafren language interpreters via a handheld for and sharing good practice on how to improve Dyfrdwy, Bournemouth Water, Bristol Water, device or laptop. This means they can The chart below shows that the number of emergency communications with companies. Portsmouth Water and Dŵr Cymru Welsh Water. communicate with their hearing-impaired customers who have signed up for extra help customers and non-English speaking customers in a way that’s convenient and Number of customers registered for Priority Services by company helpful for them. Communications need to be: The company recognised that the need Identifiable in terms of who for language access has become more < % change the communication is coming unpredictable as society has become Company 2015-16 2016-17 2017-18 2018-19 2019-20 2018-19 to from and consistent increasingly multilingual. By being able to 2019-20 assist every individual regardless of their Clear and easy to read < language, culture or ability companies can Water and Sewerage Companies deliver a higher value experience at the < Explanatory on: moment of need. Thames Water believe Anglian 9,969 12,805 15,317 25,932 82,383 217.69% this will be of great benefit to its field Dŵr Cymru 23,747 23,712 26,196 32,731 56,119 71.46% what is happening < workers. Hafren Dyfrdwy N/A N/A N/A 765 1,531 100.13% Northumbrian 14,171 14,916 13,629 14,414 16,897 17.23% < action the customer needs to take The company worked with LanguageLine Severn Trent 31,820 35,579 38,922 43,607 50,130 14.96% including what, why, when and how and deafPlus in London to pilot and South West 9,983 10,523 11,060 17,909 24,157 34.89% introduce the app. < action the company will take Southern 11,482 13,334 16,149 18,836 20,420 8.41% Affinity Water- The company has Thames 59,542 57,225 60,020 69,130 80,824 16.92% < Linguistically matched to a introduced a phone service through United Utilities 20,351 31,006 52,367 73,683 98,420 33.57% customer’s needs which customers who are on the PSR are Wessex 5,622 6,684 8,474 9,717 16,209 66.81% automatically routed to a VIP line when Yorkshire 37,670 39,448 44,194 53,966 65,661 21.67% Delivered in a way which meets < calling about an operational incident. the customer’s needs Water only companies During the period of high summer Affinity 16,921 24,259 24,922 22,521 31,212 38.59% < Timely demand for water, the company was able Bournemouth 856 779 757 702 1,269 80.77% to predict areas that may be affected by Bristol 2,884 3,315 4,018 4,329 7,583 75.17% supply or pressure issues. Customers Cambridge 774 768 757 897 1,203 34.11% on the PSR in these affected areas were Dee Valley 872 143 151 N/A N/A N/A proactively called to let them know that Essex and Suffolk 4,184 4,791 5,237 5,695 6,376 11.96% they may be impacted and to check if they Hartlepool 585 590 651 788 883 12.06% needed any support. 41.73% Portsmouth 205 225 315 419 730 74.22% South East 7,304 7,984 8,665 9,832 13,512 37.43% increase in consumers South Staffs 12,954 11,070 10,923 12,146 14,273 17.51% registered for Priority SES Water 1,559 1,449 2,260 2,373 6,047 154.83% Services in 2019-20. TOTAL 273,455 300,605 344,984 420,392 595,839 41.73%

9. https://www.ccwater.org.uk/research/customers-experiences-of-water-supply- 28 interruptions-following-the-freeze-thaw-events-of-march-2018/ 29 Water Affordability and Vulnerability Report 2019-20 ccwater.org.uk

However, the actual percentage10 of household Good practice from within the sector customers signed up generally remains very low. Given that 9% of consumers have said they couldn’t collect bottled water in an incident, Anglian Water achieved 218% Thames Water has created a new webform this illustrates that there are needs out there growth in the numbers of consumers with automation built in. Customers can now that are currently not being met. Despite good 9% registered for priority services. fully self-serve to register, update their details progress this year, Portsmouth Water still has consumers said they or remove themselves from the PSR. Validating the lowest percentage with only 0.24% signed As well as ongoing promotion of the PSR, the couldn't collect bottled their details helps customers see their existing up. Dŵr Cymru Welsh Water has the highest company recognised that the Covid-19 pandemic water in an incident. records with the company. Eighty five percent of percentage with 3.82%. All companies have meant it needed to respond at pace to extend webform submissions have been automatically work to do to reach Ofwat’s target of 7% of its approach to reaching consumers with processed, freeing up more time for staff to household customers being registered by 2025. additional needs who may not be aware of the help those who are unable to self-serve. support available. The company took a variety

of approaches to achieve this, including: The company has also changed its legal basis Percentage of household customers for acquiring and holding customer data to registered for priority services Six email campaigns with 2,054,000 < “substantial public interest”. This means that emails being sent in total 0.24% hard to reach customers can be added to the PSR by friends, family members or carers. of Portsmouth Water Adverts on 18 local radio stations Water and PSR numbers as < Sewerage a % of total HH customers are signed Yorkshire Water – during the early stages of Fifteen newspaper/magazine articles Company connections up despite good < the pandemic, the company maximised the progress this year. huge increase in website traffic to their PSR Four Covid-19 community hubs were founded Anglian Water 2.80 < page to make registering for support easier for which promoted the company’s website, Dŵr Cymru 3.82 customers. This was achieved in two ways: Hafren Dyfrdwy 1.55 social posts and newsletter articles Northumbrian Water 1.37 < Better positioning on the website, < A targeted PayPoint campaign, with Severn Trent Water 1.18 helping people to recognise that they 104,000 receipts printed which promoted South West Water 3.07 need the support and a reduction in the both PSR and financial support Southern Water 1.02 3.82% number of clicks required to sign up. Thames Water 1.40 DŴr Cymru Welsh Water < A joint promotional campaign with Western < Making the online sign up easier so that United Utilities 3.01 has the highest percentage Power Distribution through the charity, friends, relatives and professionals could sign Wessex Water 1.30 of customers signed up. HealthWatch Lincolnshire. The digital campaign people up, making the text easier to read and Yorkshire Water 2.83 ran for 90 days to raise awareness of PSR, removing obligations such as the need to address people’s fears and anxieties in relation enter complex details like account numbers. to asking for support, answer questions and Water only PSR numbers as ultimately convert to sign-up of the PSR Affinity Water - PSR shared video. As part of company a % of total HH connections the utility networks group, it has had access Through the campaign they were able to a video ‘Lifelines – Introduction to Priority to reach a total of 84,730 customers and Affinity 2.15 Services Register’. The company has this on generated 141,187 views and shares. Bournemouth Water 0.65 7% its website and shared it via social media, Bristol Water 1.48 A 250,000 pharmacy bags campaign promoting as well as with its community partners. is Ofwat's target of < Cambridge Water 0.87 PSR. As a very rural region, the company household customers The company also sent proactive SMS Essex & Suffolk are targeting independent pharmacies who 0.82 being registered by 2025. messages to more than 400,000 customers Water have reach and a trusted relationship with a linking to its Covid-19 page, to drive Hartlepool Water 2.05 demographic who would benefit from PSR. awareness of support for all customers. Portsmouth Water 0.24 South East Water 1.39 United Utilities - Increased social media posts and South Staffs Water 2.54 emails from its CEO to all customers in May 2020, SES Water 2.15 highlighting the benefits of registering for priority Yorkshire Water 2.83 services and this saw an increase in registrations.

10. Source: CCW reports as at 31 March 2019 30 31 Water Affordability and Vulnerability Report 2019-20 ccwater.org.uk

Accessible and inclusive services Delivering Social Good Whilst having specific support available through priority services is helpful for Good practice from within the sector customers, companies should strive to make Last year we highlighted that there has been Yorkshire Water – Following on from the shared all their services accessible and inclusive. Anglian Water - Mechanical Tap an increased focus within the industry in work of creating the Utilities against Scams guide, relation to social value. When you combine the company has started work to improve its Anglian Water want to find products CCW is committed to helping water companies this with the industry’s pledge to tackle wider response to customers who may be subject to to help better support its customers understand the needs of customers and social challenges and deliver social good, water fraud. The company has improved its response living with dementia to help them we will be seeking opportunities to do this companies have an opportunity to take a broader to customers who are concerned around the stay independent within their own through our vulnerability manifesto work. role in society. Examples of good practice from legitimacy of a Yorkshire Water caller at the door homes. For people living with dementia, within the industry that we have seen include: and have designed a process to communicate with Good practice on how companies could do this: some seemingly simple tasks, such as customers if there is a cluster of bogus callers using remembering to switch off running taps, < The water industry can take a leading role the “water board” ruse. The company has partnered can become challenging. This can also in inclusive design. Much can be learned with West Yorkshire and South Yorkshire police affect people who do not have dementia. Anglian Water - In April 2020, the company from the work of The Centre for Excellence in launched the Positive Difference Fund. It is used on this initiative and this has so far led to 2,000 11 Universal Design (CEUD) . In particular, the Overflowing bathtubs or basins can cause to support projects that are having a positive customers registering for the password service. Universal Design for Customer Engagement water damage to the property and the impact on people and in the communities 12 Affinity Water – The company partnered with in Energy Toolkit provides comprehensive situation can be highly distressing and they serve, allowing them to provide help and other utilities including UK Power Network and best practice guidance on achieving better potentially dangerous for people living connecting people with the practical and essential water companies to offer collective financial customer communication for all customers. with dementia. The loss of water can support they need. In the context of Covid-19, support to community foundations in the area also lead to high bills which could cause that commitment to ‘social prosperity’ translates where they operate. This has helped to make financial worries for the customer. into a desire to restore a sense of wellbeing and sure the funding quickly gets to where it can security among its communities, whether through Anglian Water is currently exploring the make the most impact in boosting community practical support or help for emotional wellbeing. potential use of a new innovation which resilience, including local foodbanks, volunteer The company has now funded almost 100 groups is a Mechanical Tap, designed to help centres, food delivery services and outreach across its region, including Hartlepool. The fund has customers living with dementia and also programmes for those at risk of isolation. already supported a wide range of organisations, avoid wastage of water. Early stages of this each providing a vital service for those most in The company’s CEO and Director of Customer innovation suggest it would be built as a need in their community. These organisations Operations visited a group of customers in hidden mechanical device which shuts estimate that this will help over 85,000 people. its supply area as part of a focus group and off both taps (or the mixer tap) when the learned about the impact that Covid-19 has bath water level reaches the overflow. The The fund has supported a diverse array of causes had on its communities. Topics covered Mechanical Tap shut off is integrated into from those providing hot meals for people sleeping included affordability, communications, the head of the bath and remains unseen rough and groups combatting coronavirus fraud, water quality and brand awareness. and unnoticed until it is triggered. This is to those adapting services for autistic children and an ‘invisible product’, i.e. it has both utility vulnerable adults, including telephone befriending Portsmouth Water – Through these unprecedented and represents technology in a familiar for people with dementia and providing devices for times, the company has recognised that the need guise. It could also be used by anyone adults with learning difficulties to reduce isolation. for it to support the community has never been who wants additional peace of mind. greater. Its engagement with stakeholders has Additional support offered to customers includes increased, ensuring organisations that help the financial advice, payment holidays, instalment most vulnerable are aware of what the company plans, the use of income maximisation tools to can offer and can signpost to them when needed. signpost additional help and the promotion and extension of its Priority Services Register. Through effective partnership working, the company has offered all organisations who have sought the support of the Positive Difference Fund the opportunity to work with them, to promote the ways that Anglian Water can support their service users.

11. http://universaldesign.ie/ 32 12. http://universaldesign.ie/Products-Services/Customer-Engagement-in-Energy-Services 33 Water Affordability and Vulnerability Report 2019-20

There are about nine million people over 70 in Summary the UK, which is about 14% of the population. In response to the guidance given by the Government, the company has automatically With more people than ever facing financial registered those who it identified as being and non-financial vulnerability, we will 70 or over onto its Priority Services Register. be working with Ofwat, water companies The purpose is to provide help if a water and other organisations to improve the interruption occurs and they are unable to support that the industry can provide. leave their property to obtain water, due to This report provides companies with lockdown restrictions or health concerns. an opportunity to learn from the good United Utilities – The company joined forces practice and recommendations. with Northern Gas Networks, Cadent Gas, Our independent affordability review, that Electricity North West (ENW) and SP Energy commenced in October 2020, provides Network to create the North West Utilities a great opportunity to collaborate on Together group. This will enable it to share improving support to those who are best practice and work more consistently experiencing financial vulnerability. with gas and electricity in the future, to help tackle the issues of customers living in The launch of our non-financial vulnerability vulnerable circumstances in the North West. manifesto sets out the priorities we will be working towards and we hope will provide a With thousands of people in the North catalyst for CCW, Ofwat, the West losing their jobs over the past 6 and other organisations to collaborate on: months, the company has partnered with The Launch Group to offer free support, guidance and online courses to help people with interview skills, CV writing etc. to < Establishing the industry as a trusted help them kick-start their career again. source of information and support

< Improving identification of transient vulnerability

< Getting better at raising awareness and communicating about their services, plans and availability of support with all their customers

< Offering accessible and inclusive services

< Getting better at preparing for, informing on and responding to major water incidents.

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