United Utilities to help one in six households struggling to pay their bills

United Utilities is doubling its support for customers struggling to pay for, or needing extra help with, their bills.

The water and wastewater company outlined the support it is offering customers at its annual North West Affordability Summit, which took place in Warrington this week.

The company is investing a record £13 billion in the next five years to safeguard future water supplies, help reduce leakage and sewer flooding and improve 500kms of the region’s waterways.

As part of its ambitious plans, United Utilities is providing its largest ever support package to help one in six households through a £525 million affordability package.

The Affordability Summit brought together organisations including local councils, charities, housing associations and others that interact with vulnerable customers and those experiencing financial difficulty. There were guest speakers from credit agency, Equifax, and the Money and Mental Health Institute. Attendees also heard from the Department of Works and Pensions on how they support customers with disabilities return to the workforce and the upcoming changes to Universal Credit.

The day provided an opportunity to share experiences and discuss ways for organisations to be more joined up when it comes to helping people across the region.

Mike Gauterin, Customer Services and Technology Director, said: “We know that many customers are finding it tough and we’re continuing to see an increase in the number of people coming to us for support to pay their water bills. 

“The scale of our five-year investment plan means that unfortunately, bills will need to increase. We know that some customers will struggle with payments, and that’s why we have set aside £525 million of affordability support over the next five years as we are committed to supporting customers who need extra help.

“We work closely with partners across the North West to protect our communities during hard times and that’s why it’s more important than ever to work with them to offer as much support as possible to those who need it.”

The company currently supports more than 200,000 customers a year through several payment support schemes. This includes its Back on Track Scheme; Help to Pay Scheme and Payment Break Scheme. Customers may also find it’s cheaper on a water meter, particularly if they have more bedrooms than people.

Customers can find out more about the company’s support schemes at www.unitedutilities.com.