SUPPORTING OUR CUSTOMERS WORKING AT THE HEART OF OUR COMMUNITY OUR AMBITION .......................................................................... 4 FOREWORD FROM CHRIS JONES ..................................... 6 INTRODUCTION ......................................................................... 8 IN BRIEF: OUR AREA .............................................................. 12 WHAT WE WILL DO ................................................................ 14 OUR HELP: SOCIAL TARIFFS .............................................. 18 OUR WORK: CARDIFF FOODBANK ................................. 22 OUR HELP: EDUCATION AND EMPLOYMENT ............. 26 OUR STRATEGY ...................................................................... 30 OUR PLAN: PRIORITY SERVICES ..................................... 34 OUR PLAN: DATA ................................................................... 36 OUR PLAN: FINANCIAL VULNERABILITY .............................. 42 OUR PLAN: TRAINING ...................................................................................46 OUR PLAN: PARTNERSHIP ..................................................................... 50 CONTENTS 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 the population in Wales 50 hours of care a week over 65 is expected to grow and the highest proportion to 26% of carers under 18 in the UK 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