There are many vulnerable customers across the UK who have great problems in accessing vital services such as water and sanitation services because the system was not really set up to deal with those who are blind, frail, or old, for instance.
This has been a nightmare for many customers who cannot get around on their own or have problems in reading the documentation they need to because they need a braille document or perhaps just one with larger print due to failing or impaired eyesight.
Older and invalid customers have also had problems as they are easy targets for anyone to come to their homes and impersonate water or energy employees in order to gain access to the home and rob or assault the person.
UK water and energy companies have joined forces to ensure that this is no longer a problem and are now offering a far more streamlined service to those customers who require extra help, making it easier for them to access the aid they need and stay safe in their homes.
Within this collaboration, operators, suppliers and network operators will now be able to help vulnerable customers to get access not only to their own services, but also to those of other participating water and energy companies.
“Water companies‘ customers are also energy companies’ customers, so together we must help our customers to be aware of all the help available to them from their utility companies,” said Michael Roberts, Chief Executive, Water UK.
Lawrence Slade, chief executive of Energy UK said: “Customers are at the heart of what we do, so any project aimed at helping the most vulnerable is a step in the right direction. It is important for customers to know of help available from utility companies and we look forward to seeing this partnership with the water networks progress.”
David Smith, Chief Executive of Energy Networks Association said: “Safeguarding customers in vulnerable circumstances is a top priority for all utilities, and electricity and gas network operators are acutely aware of the vital service they provide to ensure lights stay on and homes are warm. Working together to protect those who need more information and extra support is part of good customer care and this initiative will help all utilities to improve their service.”
This collaboration has been welcomed by those individuals who have had to put up with always having to struggle to access services previously, and should make a huge difference in their lives, and we applaud those involved for their efforts to make life a bit easier for the vulnerable.
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