SUPPORTING OUR CUSTOMERS

WORKING AT THE HEART OF OUR COMMUNITY CONTENTS FOREWORD FROM CHRISJONES OUR PLAN: PRIORITY SERVICES PRIORITY OUR PLAN: OUR HELP: SOCIAL TARIFFS IN BRIEF: OUR AREA OUR WORK: CARDIFF FOODBANK OUR PLAN: FINANCIAL OUR PLAN: VULNERABILITY WHATDO WEWILL OUR PLAN: PARTNERSHIPOUR PLAN: DATAOUR PLAN: OUR STRATEGY OUR HELP: EDUCATION AND EMPLOYMENT INTRODUCTION OUR PLAN: TRAINING PLAN: OUR OUR AMBITION ...... 50 30 42 34 46 36 22 26 18 14 12 8 4 6 4 SUPPORTING OUR CUSTOMERS SUPPORTING OUR CUSTOMERS 5

100,000 customers signed 150,000 customers Establish multi-utility Regular surveys of up to our Priority Services supported by our range of forum to improve priority customers to gauge Register by 2025 social tariffs by 2025 services across Wales, satisfaction with Herefordshire and Deeside our services

At least five new resilient Establish an annual conference New scheme to help Help for all customers communities created to share good practice and customers return in financial difficulty help define priorities from hospital OUR AMBITION 6 SUPPORTING OUR CUSTOMERS SUPPORTING OUR CUSTOMERS 7

As a company that supplies three million But this isn’t where our We also know that some to working with customers responsibility ends. We know of the areas we serve have and partners to maximise the customers with the most essential of public that not all customers have some of the lowest levels contribution we make to our services – across most of Wales, Herefordshire, the same needs – and that of household income in the most vulnerable communities and parts of Deeside and Cheshire – some need support from UK – and that water bills can where we are undertaking us above and beyond just add to the challenges some improvements to their water we already have a big responsibility to fulfil. supplying clean, safe drinking households face in making and wastewater services. water and taking away their ends meet. As a not-for-profit company, our customers wastewater safely. Our approach will be one are the centre of everything we do. We do This strategy maps out how that involves our customers We know that some we intend to build on the and works in partnership with everything we can to earn the trust of our customers have additional or current support we offer those support agencies, government customers by providing the best-possible complex health and learning customers that need help to and regulators to put in place services, at the lowest-possible cost, while needs which mean we need to access our services – which solutions which are right for do more to ensure everyone ranges from setting ambitious the specific needs of those protecting the environment around us. has access to the services targets for assistance through that most need our support. and support they need. our Priority Services and financial assistance schemes CHRIS JONES Chief Executive Welsh Water FOREWORD 8 SUPPORTING OUR CUSTOMERS SUPPORTING OUR CUSTOMERS 9

INTRODUCTION At Welsh Water, we are proud to provide essential public services to our customers – by supplying their drinking water and then carrying away and dealing with their wastewater safely.

In this way, we make a major Many people will experience There are a wide range We are aware that periods contribution to public health vulnerability at some point of factors that contribute of vulnerability can be long and to the protection of the in their lives – and while to vulnerability; physical or or short-term and can also Welsh environment. As a customers are in various mental health problems be recurring. We need our MANY PEOPLE WILL EXPERIENCE not-for-profit business with no states of vulnerability they which may be temporary or support services to reflect shareholders, we can focus may find it difficult to access more permanent, financial this and to make it easier for VULNERABILITY AT SOME POINT exclusively on what is in the our support services or to circumstances or a change people to access us directly best interest of our customers. understand what support is in life circumstances such as or through third parties when available. The effect of not bereavement, loss of a job appropriate. IN THEIR LIVES having access to our services or becoming a carer. is likely to be very serious. 10 SUPPORTING OUR CUSTOMERS SUPPORTING OUR CUSTOMERS 11

Vulnerable customers are not THIS HIGHLIGHTS: The report also highlights the In developing this strategy we We have also engaged with We are pleased to present a discrete group of people, – While the proportion of – The proportion of people strong correlation between have considered the principles the independent Customer this vulnerability strategy, it is important that we households in poverty renting privately has affordability and vulnerability, set out by our regulator, Challenge Group (CCG) and which delivers on our vision understand the many different has fallen over the last increased and this has yet they are also two distinct Ofwat, in its Vulnerability Consumer Council for Water of “earning the trust of our factors that are likely to 20 years, poverty exposed more people areas which present different Focus Report – working to (CCW) to seek feedback on customers every day” and will result in someone becoming amongst couples with to lower standards and challenges for our customers. ensure good customer service the likely effectiveness and make a significant difference vulnerable and adapt our for all customers; using data ambition of our strategy. to the most vulnerable children is rising a total greater insecurity Through this strategy, we aim services accordingly. to understand customers and households in our region. of 39% of disabled sometimes associated to clarify our understanding We will continue this approach identify and support those in Certain pressures that our people are in poverty with that sector of both affordability and and will work with CCG, CCW circumstances which make customers face have become compared to 22% of vulnerability issues and to set and other stakeholders to them vulnerable; partnering more acute in recent years non-disabled, and the – The proportion of people out how we plan to support define the plan to put the with other utilities and third and this has been explored in poverty rate for disabled living in social isolation our customers in vulnerable strategy into action and party organisations to identify detail by the Joseph Rowntree people is among is greatest in lower-income circumstances. regularly review progress. and assist customers in Foundation ‘Poverty in Wales the highest in the UK groups. situations of vulnerability. 2018’ report.

12 SUPPORTING OUR CUSTOMERS SUPPORTING OUR CUSTOMERS 13

– 107,000 adults in Wales – 20,000 people in Wales – 13% of the adult population have sight loss and 1,200 people in in Wales reported Herefordshire are newly themselves as being – 575,000 adults in Wales diagnosed with cancer treated for a mental health and 39,000 adults in every year condition in 2016 Herefordshire have hearing loss – In 2013, there were – Wales has a higher 43,400 people with proportion of people with – 11% of adults in Wales have dementia in Wales an ‘activity limiting’ health never used the internet of which, 41,200 people problem or disability at – 10% of adults in Wales were 65 or over 12% of the population have some form of dyslexia (limited a lot) and a further – In 2008, 18% of the 11% OF ADULTS IN WALES and 4% are severely affected 11% (limited a little). population in Wales and Comparative figures 23% of the population in – Wales has the highest for England are 8.5% HAVE NEVER USED Herefordshire was over 65. proportion of older carers, and 9.4% (2013) carers providing over By 2033, the proportion of THE INTERNET 50 hours of care a week the population in Wales and the highest proportion over 65 is expected to grow of carers under 18 in the UK to 26% IN BRIEF: IN BRIEF: OUR AREA 14 SUPPORTING OUR CUSTOMERS SUPPORTING OUR CUSTOMERS 15

A globally A prosperous responsible Wales Wales Supporting customers in vulnerable circumstances is an important part A Wales of vibrant culture of what Welsh Water stands for. A resilient and thriving Wales As a not-for-profit company This is an essential part We have a good track record Welsh with no shareholders, we of our Welsh Water 2050 of supporting customers in Language place our customers at the vision, which details how vulnerable circumstances, heart of all the decisions we we can best tackle some something which is recognised make – and most importantly, of the biggest challenges by agencies and support A Wales of organisations. we try to act in their interests facing us over the next three cohesive A healthier in everything we do. decades – including rising However, we have ambitions communities Wales customer expectations and We know that no two lives to do more to make sure that the challenges of the digital are the same, and that we the people who need our help economy. need to be more flexible can access it. A more equal and responsive to deliver It also reflects the aims of Wales services in a way that suits the Welsh Government’s our customers’ circumstances Well-being of Future and their needs. Generations Act 2015, which encourages us to act WELL-BEING OF in the best interests of future generations in our decision FUTURE GENERATIONS ACT WHAT WE WHAT WILL DO making. 16 SUPPORTING OUR CUSTOMERS SUPPORTING OUR CUSTOMERS 17

– We will raise awareness – We will make better use – We will work towards of the support available of community hubs to raise streamlining our services to customers awareness of the support with others, so customers available, in particular don’t need to apply to – We will pro-actively target rolling our water resilient several agencies for the those likely to be in need community model in other support they need of support and are harder parts of Wales, to engage Herefordshire and Deeside – We will help people out of water poverty by providing – We will work with partners – We will play a leadership money saving and benefit to help more people access role in providing advice our support employment skills and AS A NOT-FOR-PROFIT COMPANY, opportunities to people – We will train our people – We will involve customers in some of our more to be able to identify the WE PLACE OUR CUSTOMERS AT THE and our network of over challenged communities signs of vulnerability and 180 partners to help us empower them to take HEART OF ALL THE DECISIONS WE MAKE identify those needing – We will engage with people action support to find out better how they want to be communicated with WHAT WE WHAT WILL DO 18 SUPPORTING OUR CUSTOMERS SUPPORTING OUR CUSTOMERS 19

OUR HELP

There are many ways in which a customer may Those customers with We are passionate about Priority Services We currently have around Social Tariffs or someone with a medical find themselves in vulnerable circumstances particular requirements due extending the reach of Register (PSR) 27,000 registered, which We now support more than condition that requires a to their age, health, medical our support, as well as The register makes sure we is one of the highest in the 100,000 customers with our significant amount of water – it may be that they have a long-standing condition or disability can improving the services we sector. But we have set have the information we need social tariffs and debt-relief –– Our Customer Assistance register with us to receive a offer. Therefore, we have ourselves the challenging health condition or disability, or they may have to help those that need it plans, which support our Fund – which helps reduce service that is adapted to developed an network of over target of increasing this to most. This includes particular lowest-earning customers. the arrears of customers in experienced a short-term change in their meet their needs. Additionally 180 partners across local 100,000 by 2025. We rely everyday life which makes it more difficult to needs due to age, health, We serve more low-income financial difficulty we will improve support to authorities, charities, support medical conditions or extra on customers and support customers than any other access services in the way they need to. help low-income households organisations and other utility communication. Also, if the organisations to register water company in Wales and But we are aware we are not pay their water bills. companies to raise awareness water supply is interrupted details of customers who England. reaching all of those who of our services, provide for any reason, we can get need our help with us. need our help, especially It is important that we recognise when training to their teams and Our support plans include: those most in need, which in touch with those on our We need to raise awareness this happens and do what we can to help. support debt advice. –– Our flagship tariff HelpU, is why we are piloting as register as soon as possible to of this service so that the which caps the bills of part of the Water Resilient This includes Citizens Advice, make sure they have access customers who need to be around 55,000 customers Community a project in the Cardiff Foodbank and to water until it’s fixed. registered know about it; at less than £200 a year, Rhondda Fach to better StepChange. we also need to make the and WaterSure Wales, understand how we can better process accessible and easy. which provides support to reach those who really need These are areas we are households in receipt of our help. constantly trying to improve. benefits with large families 20

CASE STUDY SUPPORTING OURCUSTOMERS HelpU customer PhyllisCollins, aged85 and scheme the to up me signed Wales Warm from “Katrina helped me fill in the forms. I was paying £45 a month but now now but month a £45 paying was I forms. the in fill me helped paying £17 per month which is a great saving for me. I am very very am I me. for saving great a is which month per £17 paying grateful for this” this” for grateful fuel poverty. homes with affordable warmth and to alleviate public andprivate partners to helpprovide Bradley from Warm Wales, whichworks with sign upto our flagship tariff, HelpU, by Katrina Phyllis Collins, from Port Talbot, was helpedto struggle to pay. our commitment to helpthose who genuinely of social tariffs andother —aspart support customersidentify who couldbenefit from our We work with arange of organisations to WHICH IS A GREAT SAVING FOR ME BUT NOW PAYING PERMONTH £17 I WAS PAYING £45 A MONTH SUPPORTING OURCUSTOMERS 21 22

OUR WORK SUPPORTING OURCUSTOMERS but aren’t aware of it. eligible forfromus support customers who couldbe but also helpsusidentify on inother organisations, greatonly support work going This joint work allows usto not offered to customers. to customers, andto thesupport maximise raise awareness available of thesupport we work with arange of organisations to customers who needextra support, To help fulfil ourambitions to help all charity Warmcharity Wales. Foodbank, and fuel poverty StepChange, Cardiff charity Citizens Advice, debt advice organisations including includes workingThis with toservices available support. customers who use their and organisations to signpost work with debt advice charities ofAs thisapproach, part we

AVAILABLE TOCUSTOMERS RAISE AWARENESS OF THE SUPPORT WORK WITH OVER 180PARTNERS TO SUPPORTING OURCUSTOMERS 23 24

CASE STUDY SUPPORTING OURCUSTOMERS pay themmore sustainably. themto their billsandsupport our schemes canhelpreduce Foodbank users abouthow capital, where theytalkto drop-in sessions across the regularly attended Foodbank Affordability team have Colleagues fromour social tariff. low-income customers, includingourHelpU of therange schemes of support available for Cardiff Foodbank, designed to raise awareness pilotimportant scheme, inpartnership with most vulnerable customers, we launchedan ofAs ourcommitment to our part supporting who struggle to paytheirbills. to sustainable levels for those have, as well asreducing bills any existing arrears theymay This helpscustomers address with my bills. my with Welsh Water could help me me help could Water Welsh Welsh Water and she told me me told she and Water Welsh of the women there was from from was there women the of HelpU last year, said: in Cardiff who signedupto user fromservice Llanedeyrn Ulf Dahlström, aFoodbank find itdifficult topaytheirbills. mental health of those who of stress andtheeffect on but also seeks to reduce levels make sustainable payments, This not themto onlysupports into my local Foodbank. One One Foodbank. local my into up to the scheme when I went went I when scheme the to up “I signed signed “I money I haven’t got.” haven’t I money got – I don’t have to find this this find to have don’t I – got owe this money that I haven’t haven’t I that money this owe shoulders, because I won’t won’t I because shoulders, the whole debt will be cleared. cleared. be will debt whole the It was a great weight off my my off weight great a was It be cleared. Within 12 months, months, 12 Within cleared. be months half the debt would would debt the half months this scheme – and within six six within and – scheme this type of money. I signed up to to up signed I money. of type There was no way I had that that had I way no was There in arrears. I am on benefits. benefits. on am I arrears. in “I was thousands of pounds pounds of thousands was “I OFF MYSHOULDERS IT WASGREATA WEIGHT SUPPORTING OURCUSTOMERS

25 26 SUPPORTING OUR CUSTOMERS SUPPORTING OUR CUSTOMERS 27

OUR HELP: EDUCATION AND EMPLOYMENT Welsh Water isn’t just a water and wastewater As well as fundraising, and are a Stonewall Diversity where our graduates are Champion. company – we see ourselves at the heart set a challenge to raise at Finally, we work with schools of the communities we serve. least £10,000 each year, we across our operating area participate in the Get Into to educate young people on Programme, which provides the opportunities available in And as part of the community, the work we do to the next young people between STEM subjects, particularly we work to make sure we can generation of customers 16-30 help to develop skills for hard-to-reach groups who make a difference to those through our education work. and direct experience to are under-represented in the who may find themselves in improve their employment WE SEE OURSELVES AT THE In addition to the work we water industry. challenging circumstances. opportunities. do with more than 180 In the past two years, our HEART OF THE COMMUNITIES Part of that work is playing organsations to support We firmly believe that our education team has reached an active part in helping customers in vulnerable company benefits from more than 125,000 pupils young people develop, as circumstances, we work with diversity within our workforce WE SERVE across our four education a major employer in Wales the Prince’s Trust in Wales, and our work has been centres and in our school and Herefordshire, we provide which provides education recognised by organisations outreach programme. employment and training and training to young people such as Chwarae Teg and CBI to more than 3,000 people who are not in education, as examples of best practice. across our business; we also employment or training. We have committed to the provide information about WISE 10 step programme 28

CASE STUDY SUPPORTING OURCUSTOMERS programme. Get into Customer Services programmes, includingthe training through of a variety get into jobs, education and empower young peopleto Cymru,to whichworks Prince’s The Trustcharity partnership withyouth in This initiative isdelivered training providers. training employeesfrom thecompany’s and to learn skillsandto customer receive service Water’s St Mellonscontact centre inCardiff, A group of 12 young peoplecameinto Welsh PRINCE’S TRUST CYMRUJOBSEEKERS with ourmanagers. injobinterviews and takingpart activities such asCV writing skills,including on employability the group were given training Throughout theprogramme, our customer contact services. business, which houses allof by ourCustomer Services Young people were hosted

Engineering scheme. intheGetparticipating Into programme andare now also this Prince’s Trust Cymru our work with expanded the business. We have also a permanent position within while 10of the12 were offered improve theiremployability, skills andexperience to programme gained valuable inthe us, allparticipants Following theirtime with TO GETINTO JOBS EMPOWER YOUNGPEOPLE SUPPORTING OURCUSTOMERS 29 30 SUPPORTING OUR CUSTOMERS SUPPORTING OUR CUSTOMERS 31

DATA PRIORITY SERVICES FINANCIAL VULNERABILITY PARTNERSHIPS TRAINING We will work with other utility We will improve the support regular review to make We will make sure that we We will build on our existing We will train our people companies, government and we provide to customers sure support is reaching have schemes to identify and network of partners, ensuring (and partners) to recognise government agencies to in vulnerable circumstances, people who need it – and if help low-income households, that we are working with the and understand the factors pro-actively identify customers based on what those customers no longer need when they need it, as well as representatives of customers that will make customers likely to need our help. customers tell us would help that support, we can update providing advice on how to with specific needs to raise vulnerable, and empower them, and we will increase the the register to reflect their reduce charges in other ways awareness of our services, them to take the decisions We will also provide our number registered for Priority circumstances. We know (such as having a meter and as well as improving what needed to ensure that every customers with online Services. We will also improve that it is important that we water efficiency). We will also we do. We will work closely vulnerable customer gets tools that will help them our understanding of the safeguard the information support people moving out of with our partners to ensure the help they need. to understand the benefits temporary factors that may that we hold on our Priority poverty by providing benefit they understand our support that they are entitled to. impact on customers and Services Register and advice. services, so they to better work look to how we need to adapt therefore we will work to the with our clients. our services as a result. highest security standards expected under the General We will also keep the Priority Data Protection Regulation. Services Register under OUR STRATEGY 32 SUPPORTING OUR CUSTOMERS SUPPORTING OUR CUSTOMERS 33

LLANDEGFEDD RESERVOIR VISITOR CENTRE, WHICH IS FORMALLY RECOGNISED AS A DEMENTIA-FRIENDLY SITE OUR PLAN 34 SUPPORTING OUR CUSTOMERS SUPPORTING OUR CUSTOMERS 35

OUR PLAN: PRIORITY SERVICES We currently have around 27,000 of our However we want to do We also know there are far WE WILL: more for our vulnerable more people in need to this –– Carry out research regularly –– Work with partner –– Take into account customer –– Make sure our information customers on our Priority Services Register, customers and have set service than we currently have to understand customer organisations to promote circumstances when to customers on meters, approximately 2% of our customers. ourselves the challenge to registered – and that some satisfaction with the the Priority Services dealing with applications money-saving advice, The Register ensures we are able to provide grow the numbers on our people on our register may services we offer and to Register to those that in our Developer Services support with bills and debt, Priority Services Register to no longer need our service. identify how we can improve use their services and department, ensuring and our Priority Services a service that meets the needs of the 100,000 by 2025. There are We have data that shows streamline services as and that we recognise where Register is targeted to –– Regularly contact everyone customers that are registered, and allows opportunities to work with more than half (56%) of when possible changes are being made those that need it most on the register to ask if other utility companies that our customers aren’t aware because of a disability and customers to nominate a representative their circumstances have –– Develop our systems so –– Increase our visits to also have their own Priority of the additional support reducing or waiving our changed and reconfirm that we are able to record customer properties to speak on their behalf if needed. Services Registers to ensure that’s available, and that standard charges, ensuring their consent more transient needs which to keep customer we are sharing information energy companies have relevant information is The register keeps a record services are interrupted. would keep our register circumstances up-to-date, that will best serve those who higher numbers of customers shared with any other of each customer’s preferred For example, in the event –– Grow the number of clean, removing those that and reduce debt building- most need it. registered (8% of customer relevant department. This communication method, this of an interrupted supply customers registered for no longer need additional up on empty total). Priority Services so that we will help customers with ensures we can efficiently of water, we deliver bottled This would also streamline support have 100,000 customers disabilities return to their –– Ensure that our contact that customer and water to customers we know services and stop duplication So we will raise awareness registered by 2025. –– Pro-actively contact homes sooner, and in doing communications (website, are able to meet their specific need it because of a medical of effort and resources and of the extra support available customers at risk of repeat so alleviate the pressure bills and correspondence) needs. It also ensures they are condition, like at-home dialysis would stop individuals having and work with others, –– Expand the range of flooding or ‘no water’ events that is placed on hospitals are easy to navigate given priority and assistance or for nursing mothers. to answer the same questions including other utility communication channels to help them plan and for beds and understandable for when their water or wastewater from different agencies. companies, to ensure customers can use to prepare, and update them vulnerable customers streamlined services to contact us to tell us about on longer-term solutions we benefit all. their needs are working on 36 SUPPORTING OUR CUSTOMERS SUPPORTING OUR CUSTOMERS 37

OUR PLAN: DATA Personal information is owned by our We will work with our We will increase our use of WE WILL: customers and we will only hold what we network of over 180 partners internal and external data –– Work with partner –– Work with the energy sector –– Improve our systems to to promote our Priority to explore opportunities to organisations to explore to explore opportunities automatically flag up need, and use it for the reasons which we Services Register and, where identify customers who have opportunities where we can to share data to identify –– information which could collected it for. appropriate, receive referrals additional requirements, share information for the customers who could be indicate a customer may from other organisations. including sharing information purpose of supporting eligible for further support more effectively and using need more help We will also work with other customers in vulnerable We operate to the highest standards of technology to predict when –– Explore the opportunity to utility companies including circumstances customers may need extra work with local authorities information security and ensure that all Wales & West Utilities and help. –– Take part in data science and others on the ‘Tell us customer information, including that on our Western Power Distribution initiatives to gain access once’ initiative Priority Services Register, is protected and only to explore how we can to research projects and in –– Train our employees to best share data to identify collaborations, as well as used for the purpose of providing support to capture the information vulnerable customers. improve the way in which those customers in vulnerable circumstances. we use the information –– we need to understand we hold in our systems customer vulnerability, after to identify potential having asked permission to vulnerability and target our hold this data communications

38

CASE STUDY SUPPORTING OURCUSTOMERS as raising awareness Register,Services as well knowledge of ourPriority low-income households, promote thesupport for atbetter wayscan we Wales, thisproject islooking poorest communities in Focussing onsome of the community’s needs, working more locally.community’s to understand anindividual andsupport Maerdy to the programme Pontypridd, aims investment inthe drinking water network from Working millioncapital alongside our£23 COMMUNITIES PROJECT RHONDDA FACH WATER RESILIENT

through thedisruption caused communities to them support We these also work with longer term. them more resilient inthe campaigns that canmake water and efficiency other customers canunderstand of therange of ways that these Taf Council, Natural County Interlink, RhonddaCynon Board, Public Service Government,Cwm Taf the Welshincluding working with key stakeholders It also involves extensive Well-being Plan. Taf Health Board’s University as (2015), well astheCwm FutureGenerations Act aims of the Well-being of The project aligns with the programme. by thecapitalinvestment meeting the needs of our meeting the needsof our size-fits-all is not service We have realised aone- their communities. ourcustomers serve and tailored solutions to best and to explore newand teams to thinkdifferently and encourages allinternal we operate asacompany It also re-examines the way association Trivallis. Commissioner andhousing of theFuture Generations Resources Wales, theOffice

our ways of working.our ways to fail fast, learn andadapt they fail. We are encouraged solutions to problems, even if are encouraged to offer new culture; one where employees work andbeginachangeof steps to overhaul the way we organisation, we have taken customers andso, asan HOUSEHOLDS SUPPORT FOR LOW-INCOME SUPPORTING OURCUSTOMERS 39 40 SUPPORTING OUR CUSTOMERS SUPPORTING OUR CUSTOMERS 41

IN BRIEF What we want to achieve –– Involve our customers –– Development of our social for local students and community groups tariffs and Priority Services and encourage more to help us better tailor Register applications from women communication after and minority groups –– Creation of tailored listening to what our education programmes –– Raise awareness of the customers tell us, learn to increase customer employment opportunities what works and what involvement, particularly in we provide doesn’t work in the different terms of water efficiency water-resilient communities. –– Overall we want to work with and ‘Stop the Block’ IDENTIFY ANY the communities to play –– An uptake in our social –– Alignment of investment our part in making this tariffs for the lowest EMPLOYMENT OPPORTUNITIES plans to cause minimum area more resilient. earning households disruption in areas we’re –– Run a minimum of five –– Aim to provide water doing work IN THE AREA more resilient community efficiency home audits –– Increased awareness of projects by 2025. our apprenticeship and graduate programmes including tailored support 42 SUPPORTING OUR CUSTOMERS SUPPORTING OUR CUSTOMERS 43

OUR PLAN: FINANCIAL VULNERABILITY At present, our support schemes for customers But we know you don’t have for them and that they still WE WILL: to be in water poverty to be at require financial support. –– Increase the number of –– Use internal and external –– Develop our use of data –– Take on best practice from at risk of water poverty are the best in the water risk of financial vulnerability. By cleaning up our database, customers on one of our data to identify the most to help identify customers other organisations where industry in Wales and England. Everyday changes in people’s we will free capacity to financial assistance financially vulnerable who may be struggling and this has led to a rise in lives – like divorce, job loss, or support those in most need schemes to 150,000 households and work with improve flexibility in how meter installations We currently support more can raise awareness of our having children – can mean and can regularly update by 2025 partner organisations to they can pay than 100,000 customers social tariffs and support. –– Maintain our commitment our customers are not able to our systems in case peoples’ target our support offerings across our range of social At the moment, we work with –– Ensure that all customers –– Promote water efficiency to a free phone telephone keep up with payments and circumstances change for the to them tariffs and support funds, more than 180 organisations facing financial hardship advice to customers, in service are at risk of getting into debt. better or worse. however we know that we to promote the schemes, have received some form –– Work towards data sharing particular encouraging –– Trial money-saving need to do more to reach the and we are running pilot We will explore ways in which Through the Rhondda Fach of help or financial so that different companies the use of meters where surgeries across different most vulnerable communities projects to trial ways of we can limit the impact Water Resilient Community assistance by 2030 are not inundating appropriate areas, such as water in our area and to ensure paying more flexibly, such as of these circumstances – project we are trying to households with the same –– Contact every customer –– Do research to understand resilient communities, to we are not giving support to flexible direct debit. We also including flexible payment identify how to reach the questions on our database to ensure why customers in Wales show how customers can those that no longer need fund the provision of debt options and payment seldom heard voices in a they still need support or –– Train staff to make sure are less likely to opt for a lower their bills it when it could better serve advice in Citizens Advice and “holidays” where appropriate. community, those often in if they need more tailored they can identify the signs meter which can save them other customers. StepChange. most need but harder to –– Support financial literacy We will also follow up with support of financial vulnerability money reach. This work will feed into education within schools To do this, we will expand our every customer on these and understand the our national programme. work with support agencies tariffs to ensure they are on options for payment and with stakeholders who the best support package flexibility 44

CASE STUDY SUPPORTING OURCUSTOMERS timely recovery action. action. timely recovery can take theappropriate and charges, ensuring that we have themeans to payour customersidentify who do payment plans.Italso helps we mightpromote different as helpusunderstand where promote social tariffs, as well used to target our work to This information isthen likelihood that acustomer will gointo debt. predictive the models which canidentify really important. Ourteams have developed for oneof our schemesfinancial is support Understanding who islikely to beeligible PAY TOPROPENSITY customers. keep charges down for all who canafford to payhelps on who needsassistance and early Being ableto identify toadds £32 customer bills. and ourcollectionactivities The cost of unpaidcharges ADDS £32 ADDS £32 TO CUSTOMER BILLS. AND OURCOLLECTION ACTIVITIES THE COST OFUNPAID CHARGES ASSISTANCE EARLY ON WHO NEEDS ABLE TOIDENTIFY BEING [PHOTO]

SUPPORTING OURCUSTOMERS 45 46 SUPPORTING OUR CUSTOMERS SUPPORTING OUR CUSTOMERS 47

OUR PLAN: TRAINING Our work to improve data collection and use, Colleagues who work directly All managers and contact WE WILL: along with promotion of the range of support with customers – such as centre staff have undergone –– Train all customer-facing –– Have employee champions –– Raise awareness of those taking calls, reading training from partner colleagues every three for different key areas of vulnerability issues in our we offer customers, will increase the awareness meters and repairing our organisations, like Mind years on how to identify vulnerability, no one can communications with all among vulnerable customers of the support network - are the ones Cymru, to ensure up-to-date the signs of different areas be an expert in all areas colleagues most likely to spot signs awareness of issues that can of vulnerability and how to so we could develop a available to them. But our colleagues across –– Provide training for more that someone could have be barriers for our customers manage this information dementia, hard of hearing staff to be skilled in Welsh Water are also vital to ensuring we have additional support needs, getting in touch. The training or depression lead in the –– Require our supply chain providing information in a sea change in our approach to supporting training for employees can also empower our customer-facing teams can ensure they can best colleagues to judge the right partners to train their staff an easy-to-read format for these customers. recognise signs and act on balance between complying to recognise signs of –– Measure awareness of vulnerable customers them. with the rules, and making vulnerability and what to do customers in vulnerable it easier for vulnerable when they find it circumstances and We have already introduced increase the confidence of customers to work with us. –– Introduce specialist teams company-wide training to our teams in dealing with in our contact centre to act make sure everyone has an the issues as a central point of understanding of vulnerability support for customer and and the needs of all our colleague queries customers. 48

CASE STUDY SUPPORTING OURCUSTOMERS highway on a daily basis. highway ona dailybasis. set upsites onthepublic colleagues andpartners that needed to reach more of our knew we but wecolleagues, reached outto many These conferences have blind andpartially-sighted. specifically those that are sites for allroad users –and of compliant the importance Conferences highlighting our Health andSafety hassupported The charity surrounding vulnerableusers. of safety where out wework are carrying Cymru inrecent years to raise awareness We have worked closely with GuideDogs GUIDE DOGSCYMRU we do. customers isparamount inall safety of ourcolleagues and are highandensuring the working inthepublichighway The risks associated with and efficiently. through our works safely all road users canpass what canbedoneto ensure non-compliant site and consequences of a highlighting possible created “toolbox talks” Guide DogsCymruhas

even further’ but to ourcustomers support workingthe endof day every only return homesafely at information andtools to not provided with thecorrect colleagues are continually we candomore to ensure higher level of safety –so Cymru helpsensure aneven Dogs Guide Our work with SUPPORTING OURCUSTOMERS 49 50 SUPPORTING OUR CUSTOMERS SUPPORTING OUR CUSTOMERS 51

OUR PARTNERS WE WORK WITH NEARLY 200 PARTNERS TO SERVE AND SUPPORT OUR VULNERABLE OUR PLAN: PARTNERSHIP CUSTOMERS. WE WILL: Welsh Water has a long tradition of working CAERPHILLY COUNCIL • FLINTSHIRE COUNCIL • CARMARTHENSHIRE COUNCIL • NEWPORT CITY HOMES • SALVATION ARMY CARDIFF • VALE OF GLAMORGAN with other organisations to deliver benefits for –– Establish an annual –– Explore the opportunity to COUNCIL • GWALIA HOUSING SWANSEA • SIGHT CYMRU • RHONDDA CYNON TAFF HA • BRO MYRDDIN HA CARMAR • CONWY COUNCIL • CARE & REPAIR NE event, working with broaden our relationship WALES • TAI CEREDIGION HA • CYNON TAFF HA MERTHYR • CAB - MERTHYR TYDFIL • GWYNEDD COUNCIL • NORTH WALES HA • AGE CYMRU GWYNEDD & MÔN our communities. We recognise that we can those organisations with Citizens Advice to all NEWPORT CITY COUNCIL • CARDIFF HUB • UNITED WELSH HA • CAB - RHONDDA CYNON TAFF • HAFOD HA CARDIFF • ENERGY SAVING TRUST CARDIFF TAI CALON, GWENT • DERWEN HOMES NEWPORT • GROUNDWORK GREENDOCTOR • NEWCIS • CEREDIGION COUNCIL • CLWYD ALYN • CONWY COUNCIL achieve far more when we work together with recognised as leaders in parts of supply area NPT HOMES PORT TALBOT • CARMARTHEN COUNCIL • TAI CALON • CARE AND REPAIR FLINT • CYNGOR GWYNEDD COUNCIL • SHELTER CYMRU this field, to share best our customers and the agencies that speak on –– Set two-way targets for CANOLFAN FELINFACH (PENRHYNDEUDRAETH) • CARTREFI CYMUNEDOL GWYNEDD • GISDA • KIM-INPIR • CLWYD ALYN • POWYS COUNTY COUNCIL • NCH practice and share ideas GRWP CYNEFIN • NORTH WALES HOUSING • GRWP CYNEFIN • CONWY COUNCIL COMMUNITIES FOR WORK • DWP LLANGEFNI • THE WALLICH • WELSH WOMEN’S AID the outcomes of our their behalf. with representatives of PENNYSMART • AGE CYMRU - CARMARTHENSHIRE • GISDA • CARDIFF COMMUNITY HA • CAIS • GRWP CYNEFIN • COMMUNITY SUPPORT - ANGELSEY • CONWY CAB partnerships customers in vulnerable ANGELSEY COUNTY COUNCIL • ANGELSEY CAB • HAFAN CYMRU • DIGARTREF • PEMBROKESHIRE COUNCIL • NACRO • WALES AND WEST HA • WARM WALES These agencies provide agencies, charities and BARNARDOS • GISDA - CARNARFON • CCG - PORTHMADOG • CCG - CAERNARFON • HAFOD HA • AGE CONNECT - MORGANNWG • FLYING START - CEREDIGION circumstances –– Work with our partners valuable expertise and social enterprises to raise MONMOUTHSHIRE HA • ASNEW • BRIDGEND CAB • CAB CONWY • BRITISH RED CROSS • ENERGY SAVING TRUST CARDIFF • DERWEN HOMES NEWPORT • CARE to involve vulnerable feedback on our services. awareness of our Priority –– Play a leading role with AND REPAIR NEWPORT • CHARTER HOUSING • PEMBROKESHIRE COUNCIL • PEMBROKESHIRE HOUSING • FLINTSHIRE WARM HOMES • SHELTER CYMRU • JCP customers in the Most importantly they are Services and financial other utility companies MOLD CAIS CONWY • SIGHT SIGN SOUND • CARE & REPAIR CARDIFF • POWYS COUNTY COUNCIL • MERTHYR CAB • ACE • WALES AND WEST HA • DENBIGH CAB development of new DWP RCT • PEMBROKESHIRE CARE SOCIETY • MERTHYR & VALLEYS MIND • RHONDDA CYNON TAFF CBC • COMMUNITIES FOR WORK RCT CBC often the first port of call support schemes. We will to explore better ways of services and channels ABERCONWY DOMESTIC ABUSE • VALE OF GLARMORGAN COUNCIL • STROKE ASSOCIATION • CARE AND REPAIR, DENBIGH • ARC COMMUNITIES when customers are in build on this network and, identifying and supporting AQUALOGIC (INTERNAL) SIGN SIGHT SOUND • SHELTER CYMRU - WREXHAM • CAB RHYL • DREF WERDD • ANGLESEY CAB • CAIS • NORTH WALES ADVICE AND ADVOCACY difficult circumstances. where appropriate, establish vulnerable customers –– Maximise the opportunity FLINTSHIRE COUNCIL • DREF WERDD • CARDIFF COUNCIL • OPUS - ANGLESEY • FLINTSHIRE CAB • AGE CONNECT - FLINT • INDEPENDENT LIVING, CARDIFF COUNCIL NCH strategic partnerships with for our employees to JCP CAERNARFON • SANCTUARY TRUST • PEMBROKESHIRE CARE SOCIETY • MIND PEMBROKESHIRE • CAIS PEMBROKESHIRE We have built a network of –– Target new partnerships organisations where we can volunteer and fundraise for CARTREFI HA, AB ADVICE MID WALES • BLAENAU GWENT COUNCIL • BRON AFON • CANTREF HOUSING (MERGED WITH WALES AND WEST HA) over 180 partners across with organisations that deliver even greater benefits voluntary groups CARDIFF CITY COUNCIL • CARDIFF COMMUNITY HOUSING ASSOCIATION • CARE & REPAIR (SOUTH, EAST & WEST) • CARE & REPAIR CYMRU our region, working with CHARTER HOUSING (PART OF POBL GROUP) • CLWYD ALYN HOUSING ASSOCIATION • COASTAL HOUSING • COMMUNITIES FIRST NEWPORT • CYNON TAF HOUSING GROUP to customers. –– represent all vulnerable government, government –– Encourage a culture DERWEN CYMRU • GELLIDEG FOUNDATION • GRWP CYNEFIN (MERGER OF TAI ERYI & TAI CLWYD) • GWALIA HOUSING ASSOCIATION • GWYNEDD HOUSING groups change within Welsh Water LINC CYMRU • MELIN HOMES • MERTHYR TYDFIL CBC • MERTHYR VALLEY HOMES • NEATH PORT TALBOT CREDIT UNION • NEWPORT CREDIT UNION • RNIB SIGN SIGHT SOUND • SMART SERVICES (SSE) • SPEAKEASY ADVICE CENTRE • STROKE ASSOCIATION • SWANSEA CITY COUNCIL STEPCHANGE to ensure we are continually SWANSEA YOUNG FAMILIES • TAI CALON HOUSING ASSOCIATION • TAI CEREDIGION HOUSING ASSOCIATION • TAI CLYWD • TAI ERYRI challenging ourselves and TAI TARIAN (WAS NEATH PORT TALBOT HOMES) • TRIVALLIS HOUSING ASSOCIATION (WAS RCT HOMES) • UNITED WELSH HOUSING ASSOCIATION • VALE OF GLAMORGAN putting customers first WALES & WEST HOUSING ASSOCIATION • WARM WALES • YNYS MON CITIZEN ADVICE BUREAU