Saturday: Specialist Support
19 January 2024
At Welsh Water, we have a highly trained Specialist Support Team who understand that vulnerability comes in many forms. They work closely with partner organisations to help customers access support that works for them, through our Priority Services Register or our suite of industry-leading financial support schemes.
Meet Ashleigh
Ashleigh is a Specialist Support Customer Advisor who joined Welsh Water’s Specialist Support Team in 2021. Her role involves speaking with customers who are in vulnerable situations and helping them access the financial support options on offer from Welsh Water.
When asked what the most rewarding part of being part of Welsh Water’s Specialist Support Team, Ashleigh said: “The most rewarding part of being a part of the Specialist Support Team is the help and support that we can offer to customers. We know that everyone’s situation is unique, and we take the time to talk with people to find the right solution to help them.
“My advice would be for our customers to just get in touch and have a little chat with us. SST are not here to just apply a social tariff, the network of support we can offer through our partners ranges from money advice, help and support with bereavement, mental health and help to support family and friends that may need some support with health concerns.”
Jamie Quinlan is a Money Advice Team Manager from Trivallis, a social housing provider in Rhondda Cynon Taf. Jamie recently worked with Ashleigh to support a customer who had found himself in arrears with his water bill.
Jamie recently reached out to thank Welsh Water for helping a Trivallis tenant with their money worries. He said: “I visited a vulnerable tenant who had a letter saying he had arrears of just over £2,500 with Welsh Water. Since receiving this a few days earlier, he had been incredibly worried about it and was afraid he could not pay it due to his low income.
“I phoned Welsh water and spoke to Ashleigh from the Specialist Support Team; I gave her the account number and explained the situation and how the tenant struggles with his mental and physical health.
“Ashleigh immediately suggested getting the tenant on the HelpU tariff, to reduce his payments going forward. She was very helpful, and we discussed options available to him going forward for payment. We managed to set up a manageable direct debit with the tenant and he has also been put forward for Welsh Water’s Customer Assistance Fund which means eventually, providing payments are adhered to, he will have his debt cleared. The tenant is over the moon with this as it is a big worry off his mind.”
To find out more about HelpU, our Customer Assistance Fund, and the other financial support options available from Welsh Water, visit: www.dwrcymru.com/costofliving.