South East Water launches new online support tool for customers

South East Water has partnered with Policy in Practice to expand its support for customers who could be eligible for help with their bills.

The drinking water company has worked with Policy in Practice to create a brand-new online tool that is embedded within South East Water’s website and signposts its customers to all the extra support that is available to them. This includes ways to pay bills, its Social Tariff, the Priority Services Register and much more, and it can be found on its Priority Services web page(opens in a new tab). The new tool securely directs customers to the Government-endorsed online resource.

The web page now includes the 'Better Off Calculator' tool, designed by Policy in Practice, which offers a comprehensive evaluation of individuals' current financial situation. At the end of the assessment, it will tell customers if they are eligible for the South East Water Social Tariff, whether they are entitled to any Government benefits, or additional support through other utilities and lots more.

Policy in Practice’s analysis identified that more than seven million people in the UK are missing out on £24 billion of support each year. The tool enables customers to swiftly transition to the best water tariff but also proactively offers broader assistance to maximise their income by assessing eligibility for social security, locally administered benefits, grants and other support which can have significant impact on households’ living standards.

Tanya Sephton, Customer Services Director at South East Water, said: “We recognise that a change in financial circumstances or personal situation can make someone more vulnerable, either temporarily or for a longer period.

“This new online tool simplifies Social Tariff eligibility checks and gives our customers instant access to a wide range of valuable information. It provides them with easy access to find out more information about their bills and the huge amount of support we offer to our customers.

“By embedding the Better Off Calculator into our customer journey we are able to enhance our advisors’ engagement and allow them to focus on meaningful conversations instead of administrative tasks.”

Deven Ghelani, Founder and CEO, Policy in Practice, commented: “We’re proud to be working with South East Water to simplify its Social Tariff eligibility checks and empower both advisors and customers to ensure that no one misses out on vital support.

“It's also great that its Social Tariffs will join the government benefits and other support schemes that Policy in Practice calculates eligibility for on our Better Off Calculator."

Customers can find out more by visiting: southeastwater.co.uk/psr(opens in a new tab)

This year, the industry has set aside £700 million in Social Tariffs to help people with their water bills. South East Water is working hard to reduce water poverty by 2030 and this includes a range of financial and non-financial support services, data share agreements to know who may need support, and providing water-saving tips and free devices to help save money and water.

The drinking water company’s ambitious Business Plan for the next five years will see it increase by 40% the number of people who receive financial help with their water bill. By 2030 it expects to be helping some 104,000 customers. Currently some 84,000 customers are supported through its Social Tariff and WaterSure scheme.

South East Water has also recently partnered with the National Support Network (NSN) to provide its customers with signposting to a range of independent organisations which offer advice on a variety of subjects, from disability and ill health to wellbeing and financial worries.

Policy in Practice is a social policy and analytics company that helps people discover and access financial support they are missing out on due to a lack of awareness, stigma, and the complexity of the application process.