NWL says it has teamed up with the UK’s largest debt charity the water supplier because it recognises that water arrears may be a sign of a wider problem that the charity will be able to help with.
The scheme, which is an industry first, has been launched to coincide with National Debt Awareness Week.
Andrea Cook, Chair of the Consumer Council for Water Northern, welcomed the partnership.
“By working with an independent charity that are experts about debt matters, the water company is taking a very positive step forward in supporting customers who may be facing financial difficulties,” she said.
NWL supports the charity through a process known as fair share contribution whereby the creditor, rather than the debtor, pays for debt advice, allowing the charity to operate independently of taxpayer support.
Ian Donald, customer services director for Northumbrian Water, said: “We strive to provide first class customer service at all times. We recognise that sometimes life’s ups and downs mean that some customers may find themselves in a challenging financial situation. Working with StepChange, we are able to support our customers to access the charity’s expert and impartial free advice.”