Talk Money Week: Woman receives thousands in financial help thanks to one phone call with Anglian Water

07 November 2023


Anglian Water has helped one of its customers secure thousands of pounds worth of financial help thanks to its recommendation to take the company’s extra care assessment during one phone call. 

As this is Talk Money Week, the water company is encouraging its customers struggling with the cost-of-living to reach out for extra help and is expanding its package of financial support for customers who need it most, to more than £200m into 2024. 

So far this year, Anglian Water has already helped more than 330,000 customers with its package of support, with the additional funds expected to help thousands more customers over the next year. 

Anglian Water customer, Alison, was very grateful after one phone call with Anglian Water’s Priority Services Team prompted her to check her eligibility for additional financial support. 

During a phone conversation about a debt on her account in August, the Chelmsford resident was advised to fill out the company’s extra care assessment as it became clear during the call that she might be entitled to some extra financial help due to a medical issue that affects her water usage and ability to work.

Alison said: “Olivia from Anglian Water took me through the assessment over the phone. It showed I should contact Universal Credit and when I did, I couldn’t believe what happened next!  

“I’m now not only getting an extra £466 a month in benefits I’m entitled to, but I’ve also been reimbursed more than £10,000 in backdated payments for other benefits I’d been missing out on. 

“I will never be able to put into words how amazing Anglian Water has been at helping me access the financial help I’m eligible for and I’ll be eternally grateful for that phone call.” 

The Extra Care Assessment is intended to help customers check their eligibility for other financial help and benefits they may be entitled to, to help with the cost-of-living.  

Anglian Water’s wider package of support 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. 

Pete Holland, Anglian Water’s Director of Customer and Wholesale Services said: “We know times are still really tough for many of our customers, as the cost-of-living crisis continues. Whatever the circumstances, our message to customers is simple: if you’re struggling, please get in touch. The sooner we talk, the sooner we can help.” 
Any customers who are struggling are encouraged to contact Anglian Water via its website, X or Facebook accounts or calling its Extra Care Team directly on 0800 169 3630.