Shining a light on our wide range of customer support for National Customer Service Week

As National Customer Service Week is now underway, South West Water is shining a light on the range of support available to customers, including ways they can reduce their bills. 

The company’s dedicated customer service team is available six days a week to ensure customers can access the help they need, when they need it most.

Every day, the team handles a high volume of customer contacts, offering advice on billing queries and providing extra support to those experiencing financial difficulties.

From call centre colleagues and billing resolution specialists to community engagement teams, South West Water is committed to supporting customers who may be struggling to pay their bills.

The company is focused on easing financial pressure and prides itself on offering tailored, compassionate support to meet each customer’s individual circumstances.

How can we help support with bills?

• Flexible payment plans to help support customers when they need it most

• Support tariffs to help reduce customer bills including caps on charges for large families or customers who need extra water for medical treatments, like patients on dialysis

• Grants for unexpected hardships or life changing events, like bereavement or job loss

• Tailored assistance for customers struggling with debt

• Payment breaks of up to 8 weeks for customers applying for benefit schemes, such as universal credit

• Installing free water meters for customers trying to save money

• Postal delivery of free water saving devices, like shower regulators and timers

• Providing billing specialists at local community hubs, town halls, and job centres to assist customers face-to-face with billing issues or queries

• Free leak detection service, support and advice throughout repairs

Lesley Horn, Customer Care Manager at South West Water, said:

 “Customer service is so important to us here at South West Water, it’s at the core of what we do.

“We’re passionate about getting things right first time and meeting customers’ expectations by being accessible to them.

“This week we’re recognising the incredible work our customer service teams do each day to make customers’ lives easier by helping them to understand what we have to offer and how we can help them.

“We have an incredible selection of help available, tailored financial assistance, water efficiency knowhow and water meter information.

“Our customer engagement team are out and about every day in local communities across the region talking to customers face to face.

“We’re all here to deliver an excellent customer service and put customers the forefront of everything we do to.”

 

Sean, Billing Resolution Specialist at South West Water, said: 

“It’s important to make sure our customers are on the correct tariffs and have different payment options to manage their bills.

“We strive to offer support where needed and to make sure our customers are aware of the various services we offer.

“I love my job because having direct contact with our customers means I can quickly and confidently help them to resolve the issues they’re facing.

“Just knowing that we’re there to help gives the customer extra confidence that they will get a fair and positive resolution.

“National Customer Service Week is a great opportunity to celebrate the fantastic work of our teams here, including everyone in billing, leakage or affordability.

“Our whole team is always striving to do the best for all our customers.”

South West Water can be contacted online, over the phone, or even on Facebook or WhatsApp.

To find out more about the support on offer visit our Financial support page.