Welsh Water offers help with
bill payment problems

Dŵr Cymru Welsh Water has started sending annual bills to almost a million household customers – and is urging people facing payment difficulty to get in touch without delay.

The company is highlighting the range of assistance that is available to customers and is asking those anticipating a payment problem to call for advice.

In 2010–2011 the overall average household bill for Welsh Water customers will reduce by one per cent to £398.00. However, bills will vary according to individual circumstances. Welsh Water’s overall average household bills are set to fall by £30 by 2015.

Finance director Chris Jones said that Welsh Water has several customer assistance tariffs, which are unique in the UK water industry and provide assistance to people who may experience difficulty in paying their water charges. These include capped charges for low income customers, and a range of collection methods that include a discount for direct payment from benefits.

He explained, “We want to do all we can to help people, especially in the present tough economic climate. We know that for many people paying their water bills is not easy on limited incomes. That’s why we want to offer advice and help at the earliest opportunity. We have a range of tariffs and payment methods available, designed to suit individual customers’ needs.

“Anyone who wants advice on which options are best for them can find useful payment advice and information on our website, or they can call us on 0800 052 0145. Customers will find we will do all we can to help.”

During the period to 2015 Welsh Water, which is owned by Glas Cymru and run on a not-for-profit basis, will invest £1.2 billion in continuing to improve its services – which represents more than £1,000 per customer.

Finance director Chris Jones continued, “Our track record of massive investment in our infrastructure has delivered improving service levels in all aspects of our water, sewerage and customer service functions. We are one of the consistently best-performing water companies in England and Wales.

“We send most of our customers a single bill every year, and that means a hectic time for our billing and customer service staff. If customers need to call us, please remember that this is our busiest time of the year, but we always aim to provide excellent service to customers, all year round.”

It is a ‘not-for-profit company’ which has been owned by Glas Cymru since 2001. Welsh Water does not have shareholders, and any financial surpluses are reinvested in the business for the benefit of customers.