Award-winning water company highlights support available to customers during Customer Service Week

As Customer Service Week (starting 5 Oct) approaches, Northumbrian Water is reminding customers that help is available for anyone struggling with their bills.

The company, which was recently awarded the Service Excellence Kitemark™ for its outstanding customer service, is encouraging families, pensioners and individuals to check whether they could benefit from one of its affordability schemes.

This includes discounts of up to 50% off annual water bills for households with a total income of less than £30,000 who may need extra financial support.

Other help available includes flexible payment plans, payment breaks and access to free, independent debt advice.

More than 126,000 customers across the North East are already benefiting from Northumbrian Water's affordability schemes, backed by a £100 million support package set aside by the company through to 2030.

The company is also encouraging more people to sign up to its free Priority Services Register, which provides additional help for customers who may need it because of their age, disability or illness, mobility issues, or because they have young children at home.

Over 180,000 customers are signed up to the register, which includes bills and letters in alternative formats, help during water supply interruptions and the option to nominate someone to manage an account on their behalf.

Together, these services are designed to make sure customers can access the right help when they need it most.

Mark Wilkinson, Head of Income for Northumbrian Water, said: "A key part of excellent customer service is making sure people know what support is available to them before they ever need to contact us.

"We know some households are worried about paying their bills, while others may benefit from extra support because of their personal circumstances.

"Whether it's help with payments, debt advice or signing up to our Priority Services Register, we'd encourage anyone who thinks they may be eligible to get in touch and see how we can help.

"Our teams are committed to making sure every customer feels supported, not just during National Customer Service Week, but every day."

National Customer Service Week, which runs from 5 to 9 October, is organised by the Institute of Customer Service to highlight the importance of customer service and the vital role it plays in successful organisations.

The easiest way for customers to manage their account is by signing up online at www.nwl.co.uk/register. For more information about the financial support available, visit www.nwl.co.uk/bill-help.