Friday: Focus on Vulnerable Customer Community Team
19 January 2024
At Welsh Water, we have a dedicated team made up of established advisors who understand that vulnerability comes in many forms.
The role of our Vulnerable Customer Team is to help customers access support that works for them through our suite of industry-leading financial support schemes or our Priority Services Register.
Tracey Price, Vulnerable Customer Community Manager at Welsh Water, said: “Our community team is small but mighty. Three of us work hard to raise awareness of the support we have available, touching base with customers every day. We also work closely with local government, social landlords, and third sector organisations to build relationships. By building these relationships, we’re able to engage with hard-to-reach communities.
“We also work closely with partners like Housing Associations and Citizens Advice to deliver training and awareness sessions to make as many people as possible aware of the support that’s available to them.
“A really proud moment for us in the last year has been launching Cymuned, our financial support option for working households, which helps customers not typically eligible for help with affordability support but who are becoming increasingly vulnerable.”
Between January 2023 and January 2024, our Vulnerable Customer Community Team has attended over 420 awareness events, including hosting some of our own. They have supported with over 1040 customer referrals and trained over 600 people from partner organisations to help raise awareness of our financial support.
One of the key events that Welsh Water hosted in the past year was in Newport, where we saw over 300 customers come along and get information and support:
For more information on the financial support on offer from Welsh Water, visit: www.dwrcymru.com/costofliving.