Anglian Water launches largest ever support package for customers during ‘Talk Money Week’

Anglian Water is today announcing £135 million in customer support throughout 2023 for those struggling with the cost of living. This is the company’s largest ever support package and builds on a £65 million package announced for 2022. It will help an estimated 330,000 customers over the next year.

As this week is Talk Money Week, Anglian Water is highlighting the support packages it has available which can be tailored to help those most in need. This includes discounted tariffs on water bills of up to 50 per cent for eligible customers, temporary payment plans, forgiveness schemes, payment breaks in certain circumstances, and also includes direct support through the Anglian Water Assistance Fund, which is specially designed to help cover the cost of bills when people are going through the most challenging times.

The support is part of a longer-term package that will see the water company set aside £200 million between 2022-2023 to help those customers who need it most. To-date, over 250,000 customers have benefitted from Anglian Water’s extra assistance in 2022. Last year, the company provided more than 320,000 people with affordability support, but this is expected to increase by thousands this year and next, as customers struggle with rising inflation.

Anglian Water’s Director of Customer and Wholesale Services, Pete Holland said:

“For many of our customers and their families, next year is going to continue to be very difficult. We’re proud of the support that we’ve already provided, but given the incredibly challenging reality for so many, we wanted to go even further to help our customers. That’s why, just four months after we announced support for this year, we are launching our largest ever package for those struggling with the cost of living.

“The scope of this support means we can help even more people in a way that’s tailored to their individual circumstances. Anglian Water is also unique as in addition to the direct support we offer to our customers, we also help them identify wider external packages available to them which can help ease their financial burdens.

“So, whatever the circumstances, our message to customers is: if you’re struggling, please get in touch. The sooner we talk, the sooner we can help.”

The water company is encouraging any customers who are struggling to contact them via their website, Twitter or Facebook accounts or calling their Extra Care Team directly on 0800 169 3630.

Anglian Water is also supporting the Government’s Household Support Fund for those in financial hardship, distributing around £2,000,000 to those who are struggling most to pay their bills.

It provides additional support for customers in vulnerable circumstances through its Priority Services Register. This Register provides help to a wide range of people, from those with sight, hearing, or mobility difficulties, to parents with babies under 12 months old and those with long or short-term medical needs.

Customer service teams receive extensive bespoke training to support customers with a wide range of challenges. In addition to the above support, Anglian also partners with over 150 charities and organisations, including the Money and Pensions Service, Kidney Care UK, Carers First and Scope, to provide tailored support and raise awareness of the help on offer.

Nick Hill, Senior Advice Manager at the Money and Pensions Service, said:

“It’s great to see companies like Anglian Water stepping up and providing a wide range of support for its customers. As the cost of living rises, households could start finding themselves in financial difficulty. If they do, it’s important to act fast and meet the problem head on. A good way to start is by speaking to your creditors early so they can help you find a way forward.

“This week is also Talk Money Week, so we’re encouraging everyone to start the conversation about their finances with family or friends, get more information on their options and share the burden of any money worries.

“Free, impartial information on how to do all of this is available at moneyhelper.org.uk, so I’d urge anyone who needs it to log on now.”

The package will also signpost customers to potential government benefits they may be able to claim through a designated ExtraCare team. In 2021-22 alone, £1.7 million of potential benefits were identified and highlighted to those who may qualify for extra help, with some customers receiving up to £3,000 of extra benefits following Anglian Water’s assessment.

During the pandemic Anglian Water distributed a £1 million Positive Difference Fund, benefiting more than 100,000 people in the East of England through more than 160 community groups.