Time to tap into our digital services?

Plenty of aspects of every day life have become completely digital these days. Lots of us switched to online banking a good while ago, we’re online shopping experts and by now we’re all used to keeping in touch with colleagues and loved ones through Teams, WhatsApp, or Facetime. So, in this digital world, how are people choosing to manage their gas, electricity, and water bills?

Here at Welsh Water we were already focussed on digitisation and automation of services before the pandemic arrived and words like ‘lockdown’, ‘self-isolation’ and ‘quarantine’ became part of everyday life. But it’s also true that Covid-19 has made it more important than ever to offer our customers a seamless digital experience – from the safety and comfort of home.

We wanted to know - are our customers choosing to manage and pay their water bills digitally? We recently ran some research to better understand how our customers choose to manage their utilities bills. Almost three quarters (73%) said they already pay their electricity bill online and nearly two thirds (62%) told us that they pay their gas bill online. But around half of adults in Wales (49%) said they are yet to move to online payments for their water bill.

The good news is, we’ve released some exciting new updates to My Account, giving you even more reason to make the switch to digital bills. You’ll find the My Account dashboard even easier to use and a host of new functionality at your fingertips…

So, what’s new?

• Your My Account dashboard has had a makeover. The dashboard is now more personalised to you and easier to navigate.
• Making payments is quicker and easier. You’ll see much quicker updates to your balance when you make a payment online.
• Switching between accounts: If you pay water bills for more than one property you can now switch between them with one click of the ‘switch account’ button.
• Local information at your fingertips. Use our new “In Your Area” section to find updates about ongoing work or incidents happening where you live.
• Reading your meter made easy. If you have a water meter we’ll remind you when your reading is due and invite you to submit a reading through My Account in two simple steps.

And we’re not done yet. We’re planning lots more updates to bring you more functionality at your fingertips. If you’re already using My Account in your household, let us know what you think of the changes. And if you’re still yet to make the switch, there’s never been a better time!

Log-in or learn more at My Account