Water company launches financial support schemes

United Utilities has this week launched two new financial support schemes, one of which guarantees to help customers behind with their water bills to be debt free within two years.

The schemes were launched at its first-ever affordability summit in Liverpool where it has brought together organisations from across the region who deal with customers in challenging circumstances to discuss what more can be done to support those struggling to make ends meet.

Louise Beardmore, Customer Service Director at United Utilities, said: “From our point of view, if customers are struggling with water bills, they are likely to be struggling to pay most of their household bills, so this is collective challenge to see what more we could all be doing to help and support people.”

“We already offer a wide range of financial assistance schemes to support our most vulnerable customers, but we are challenging ourselves to improve the scale and effectiveness of the support we offer. We also know lots of customers may be unaware of what we do or feel unable to reach out for the help. Coming together with others who can likewise support customers and encourage them to access the help available is important for getting people out of poverty and back on track.”

Over half of the most deprived neighbourhoods in the UK are in the North West and attending the summit are key agencies, utilities, local authorities, credit unions, foodbanks, housing associations and charitable organisations from across the region.

United Utilities new payment plus scheme is for customers who are behind with their water bill payments. For those customers who commit to a payment plan, for every pound they pay off towards their outstanding debt, United Utilities will pay a pound too. After six months, the company will increase its contribution to two pounds for every pound the customer pays and after two years, any debt that remains will be written off – guaranteed debt-free in two years.

In response to the roll-out of Universal Credit, the company is also offering customers a suspension or delay in their payments for up to eight weeks, giving them time to manage their budgets in the event of a short-term reduction in their household income due to the transition over to Universal Credit