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Latest in customer bills

Billing and payments: How well do you know your customers?
This research report explores the barriers that are hampering UK utilities’ ability to engage with customers on their own terms across the billing and payment cycle through increased flexibility, tailored services and real-time communications channels.
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Time to tackle vulnerability differently
Utilities must “not lose empathy” as the financial pressures on customers continue to mount, according to water and energy leaders. This extended summary details the concerns and aspirations of industry executives as they seek to improve their understanding of and response to vulnerability.
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South East expands automatic enrolment for social tariffs
South East Water has expanded its autoenrollment scheme for social tariffs and is looking to team up with more councils to grow the service further. The company wants to build on the partnership that began with Maidstone Borough Council in August and has now been extended to Tunbridge Wells.
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Ofwat warns of low awareness of financial support
People struggling with utility bills are three times more likely to pay by credit card than ask for help, research commissioned by Ofwat has shown. The report into financial support suggests many households are unaware of assistance offered by water companies.
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Water bills to fall amid surge in uptake of support
Household water bills are set to drop by an average of £2 from April, which after inflation will be the same rate as a decade ago. Bills and reductions vary between companies, but most households will save at a time when more customers across England and Wales are accessing payment support schemes than ever before.
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Yorkshire launches tariff for customers in debt
Under a new tariff Yorkshire Water will match billpayers' contributions to clear their debts, which the company said would equate to an average of £195 per eligible customer annually.
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CCW issues advice on stamping out billing complaints
The same issues of debt recovery and meter disputes continue to dog water companies, despite efforts to reduce complaints. CCW's latest report suggests best practice to avoid problems for billpayers and highlights strong performance in these areas.
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First water company in top 50 for customer satisfaction
Customer satisfaction with utility services fell to its lowest point since 2017, research by Institute of Customer Service (ICS) shows. The sector could improve on its billing, website navigation and helping customers contact the relevant person or department when they need assistance. Despite the overall falls, the ICS top 50 rankings welcomed its first ever water company.
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