Who are the Dedicated Support Team and how can they help?

Our Dedicated Support Team is here to make sure every customer is treated with the care, respect and attention they deserve. We’re focused on building trust by listening, and providing a compassionate, inclusive and personalised service.

We support people who may find it difficult to deal with their water company or retailer. This includes:

• People with physical, sensory or cognitive conditions
• Customers affected by mental health challenges
• Those who face language barriers
• Victims of domestic, physical or psychological abuse
• Customers with serious illnesses (like cancer) or who care for someone with dementia
• People going through short-term difficulties, like bereavement
• Those in a crisis situation – such as being flooded or having no access to facilities while living with a chronic illness

You can contact us at any time before your complaint has been fully resolved by your water company or retailer. If you’re not sure where you are in the process, we’re happy to help you figure that out.