Northumbrian Water is encouraging customers who are having difficulty paying their bills to take the first step and come forward for help as part of National Debt Day.
The North East water company has developed an industry leading partnership with StepChange Debt charity in 2014 to support customers in need.
The partnership, which helps customers access free, confidential debt advice and solutions, is part of the SupportPLUS measures, which the water company has in place to provide customers with a range of extra help.
Customer Director, Claire Sharp, said:
“This week is significant as it’s when most people will receive their first credit card or bank statement from the expensive Christmas spend and many will start to worry about their finances.
“We know some customers find it hard to pay their utility bills and we want to support those who are genuinely struggling. Our SupportPLUS package will give extra help when it’s most needed.
“Our message to customers is please get in touch, we’re here to help so you don’t have to worry in silence or on your own.”
According to a report by Citizens Advice, water companies came out on top as being the most responsible when dealing with debt collection.
Mike O’Connor CBE, Chief Executive of the StepChange Debt Charity commented:
“We are very grateful to Northumbrian Water for supporting Debt Awareness Week. Debt can have a devastating impact on people’s lives, with knock-on effects for their families. If someone is struggling with debt, that vital first step can often be the most difficult.
“There are still 2.6m people in the UK in severe problem debt and working in partnership with Northumbrian Water can make a real difference in helping people get back on their feet and improve their lives and the lives of their family.”
Northumbrian Water said it is keen to reach an agreement on payment offers from customers in difficulty and has always offered sustainable and flexible payment arrangements.
Working with StepChange Debt Charity, the company introduced a social tariff last year and a scheme to help customers struggling with significant arrears.
Employees have been trained to better understand customer circumstances and the company also works in partnership with other free advice agencies including the Citizens Advice Bureau and the Money Advice Trust National Debtline.
The water company has also carried out proactive campaigns approaching customers who might save money by metering and offers water efficiency advice to help customers reduce water consumption and bills.
Sister company Essex & Suffolk Water has also adopted the same approach.