{"id":5581,"date":"2025-03-17T08:29:51","date_gmt":"2025-03-17T08:29:51","guid":{"rendered":"https:\/\/www.iwnl.co.uk\/?page_id=5581"},"modified":"2025-09-12T14:16:15","modified_gmt":"2025-09-12T13:16:15","slug":"our-vulnerable-customer-strategy","status":"publish","type":"page","link":"https:\/\/www.iwnl.co.uk\/our-vulnerable-customer-strategy\/","title":{"rendered":"Our Vulnerable Customer Strategy."},"content":{"rendered":"\n<p>Our Vulnerable Customer Strategy focuses on identifying, supporting, and managing customers in vulnerable situations. We aim to achieve this with efficiency and integrity. <\/p>\n\n\n\n<p>This page explains what we\u2019ve done to enhance our services and support for vulnerable customers. It also outlines our future goals for improving our services and relationships.<\/p>\n\n\n\n<p>We published our previous strategy in June 2023. OFWAT reviewed this and published their findings on their website <a href=\"https:\/\/www.ofwat.gov.uk\/regulated-companies\/vulnerability\/ofwats-assessment-of-water-companies-draft-vulnerability-strategies\/\" target=\"_blank\" rel=\"noreferrer noopener\">here<\/a>. However, we have now refreshed our strategy starting March 2025. We have updated our achievements since June 2023 and described what we still need to do. To look at our strategy from June 2023 to February 2025, please click <a href=\"https:\/\/www.iwnl.co.uk\/wp-content\/uploads\/2025\/03\/Our-vulnerable-customer-strategy-2023-2025.pdf\" target=\"_blank\" rel=\"noreferrer noopener\">here<\/a>.<\/p>\n\n\n\n<p>Promoting the support of vulnerable customers isn\u2019t just about doing what\u2019s right; it\u2019s at the heart of who we are. By actively addressing the needs of those facing challenges, we\u2019re not just meeting regulations. We\u2019re also embracing our duty to make a positive impact on the communities we serve.<\/p>\n\n\n\n<div class=\"block-columns-wrap relative\">\n\n\t\t\t<div class=\"about-circle fade-in\">\n\t\t\t<svg class=\"about-circle__img\" viewBox=\"0 0 100 100\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\">\n\t\t\t\t<circle cx=\"50\" cy=\"50\" r=\"50\" style=\"fill: #00b5aa;\"><\/circle>\n\t\t\t<\/svg>\n\t\t<\/div>\n\t\t<div class=\"about-oval-orange fade-in\">\n\t\t\t<div class=\"about-oval-orange__img\"><\/div>\n\t\t<\/div>\n\t\t<div class=\"about-oval fade-in\">\n\t\t\t<div class=\"about-oval__img\"><\/div>\n\t\t<\/div>\n\t\n\t<div class=\"block block-columns block-columns-inner\">\n\n\t\t\n\t\t\t<div class=\"row fade-up block-columns-col-row\">\n\n\t\t\t\t\n\t\t\t\t\t<div class=\"col-12 col-md-12 col-lg-6 col-image-right\">\n\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\t\t<figure class=\"block-columns__image\">\n\t\t\t\t\t\t\t\t<img decoding=\"async\" src=\"https:\/\/www.iwnl.co.uk\/wp-content\/themes\/metropolitan-theme\/img\/placeholder.svg\" data-src=\"https:\/\/www.iwnl.co.uk\/wp-content\/uploads\/2025\/02\/400.jpg\" alt=\"400\" class=\"img-fluid lazyload\" \/>\n\t\t\t\t\t\t\t<\/figure>\n\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\n\t\t\t\t\n\n\t\t\t\t<div class=\"col-12 col-md-12 col-lg-6\">\n\t\t\t\t\t\n\n\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t<div class=\"block-columns__text-wrap\">\n\t\t\t\t\t\t\t<p data-block-id=\"97774e47-867a-4a26-a789-6b9f1590f908\" data-pm-slice=\"1 1 []\">By focusing on supporting vulnerable customers, we are building a stronger bond with you. Your trust is our priority. Our commitment works alongside our dedication to providing quality water services. We\u2019re not just meeting our obligations. We\u2019re setting a new standard for customer care. This reflects our shared values and shows we truly care about every customer.<\/p>\n<p><!-- \/wp:paragraph --> <!-- wp:paragraph --><\/p>\n<p data-block-id=\"493dfc0a-46f2-41d1-982a-be225aca8a46\" data-pm-slice=\"1 1 []\">We (Independent Water Networks) supply water and wastewater services to customers throughout the UK.<\/p>\n<p><!-- \/wp:paragraph --> <!-- wp:paragraph --><\/p>\n<p data-block-id=\"f43ee329-89d6-4762-bc2c-a28d8c654601\" data-pm-slice=\"1 1 []\">Our customers include homeowners, tenants, small-business owners, commercial units, and residents of assisted-living apartments.<\/p>\n<h4><strong>We can help customers registered for priority services:<\/strong><\/h4>\n<ul>\n<li>in emergencies;<\/li>\n<li>by finding alternative ways to send documents and communications;<\/li>\n<li>by allowing a person they trust to help them manage their account;<\/li>\n<li>by recommending services that can help them manage their account;<\/li>\n<li>with doorstep password schemes; and<\/li>\n<li>with financial assistance.<\/li>\n<\/ul>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\n\t\t\t\t<\/div>\n\n\n\t\t\t\t\n\n\t\t\t\t\n\t\t\t\t\n\t\t\t<\/div>\n\n\n\t\t\t\n\t<\/div>\n<\/div>\n\t\n\n\n<h2 class=\"wp-block-heading\">Key principles<\/h2>\n\n\n\n<h4 class=\"wp-block-heading\"><strong>Here\u2019s how we find and assist customers who need extra support:<\/strong><\/h4>\n\n\n\n<div class=\"block-columns-wrap relative\">\n\n\t\t\t<div class=\"about-circle fade-in\">\n\t\t\t<svg class=\"about-circle__img\" viewBox=\"0 0 100 100\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\">\n\t\t\t\t<circle cx=\"50\" cy=\"50\" r=\"50\" style=\"fill: #00b5aa;\"><\/circle>\n\t\t\t<\/svg>\n\t\t<\/div>\n\t\t<div class=\"about-oval-orange fade-in\">\n\t\t\t<div class=\"about-oval-orange__img\"><\/div>\n\t\t<\/div>\n\t\t<div class=\"about-oval fade-in\">\n\t\t\t<div class=\"about-oval__img\"><\/div>\n\t\t<\/div>\n\t\n\t<div class=\"block block-columns block-columns-inner\">\n\n\t\t\n\t\t\t<div class=\"row fade-up block-columns-col-row\">\n\n\t\t\t\t\n\n\t\t\t\t<div class=\"col-12 col-md-12 col-lg-6\">\n\t\t\t\t\t\t\t\t\t\t\t<div class=\"block-columns__heading-wrap\">\n\t\t\t\t\t\t\t<h2 class=\"block-columns__heading\">\n\t\t\t\t\t\t\t\t1. Identify and understand vulnerable customers:\t\t\t\t\t\t\t<\/h2>\n\t\t\t\t\t\t\t<div class=\"hr-wrapper\">\n\t\t\t\t\t\t\t\t<div class=\"hr\"><\/div>\n\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\n\n\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t<div class=\"block-columns__text-wrap\">\n\t\t\t\t\t\t\t<p data-block-id=\"7668c308-97b7-4441-bfd1-e07a7873c567\" data-pm-slice=\"1 1 []\">\u00a0We\u2019ll identify the different types of vulnerable customers within our network. This can include:<\/p>\n<ul>\n<li data-block-id=\"7668c308-97b7-4441-bfd1-e07a7873c567\" data-pm-slice=\"1 1 []\">people with disabilities<\/li>\n<li data-block-id=\"7668c308-97b7-4441-bfd1-e07a7873c567\" data-pm-slice=\"1 1 []\">older adults<\/li>\n<li data-block-id=\"7668c308-97b7-4441-bfd1-e07a7873c567\" data-pm-slice=\"1 1 []\">low-income households<\/li>\n<li data-block-id=\"7668c308-97b7-4441-bfd1-e07a7873c567\" data-pm-slice=\"1 1 []\">individuals who have been subjected to abuse<\/li>\n<li data-block-id=\"7668c308-97b7-4441-bfd1-e07a7873c567\" data-pm-slice=\"1 1 []\">those with language barriers<\/li>\n<li data-block-id=\"7668c308-97b7-4441-bfd1-e07a7873c567\" data-pm-slice=\"1 1 []\">any other group needing specific support.<\/li>\n<\/ul>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\n\t\t\t\t<\/div>\n\n\n\t\t\t\t\n\t\t\t\t\t<div class=\"col-12 col-md-12 col-lg-6\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t<div class=\"block-columns__heading-wrap\">\n\t\t\t\t\t\t\t\t<h2 class=\"block-columns__heading\">\n\t\t\t\t\t\t\t\t\t2. Carry out a needs assessment:\t\t\t\t\t\t\t\t<\/h2>\n\t\t\t\t\t\t\t\t<div class=\"hr-wrapper\">\n\t\t\t\t\t\t\t\t\t<div class=\"hr\"><\/div>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\n\n\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\t\t<div class=\"block-columns__text-wrap\">\n\t\t\t\t\t\t\t\t<p data-block-id=\"a69f7695-02ff-4e90-8b17-67b6df37fb1c\" data-pm-slice=\"1 1 []\">We will do a detailed needs assessment. This will help us understand the challenges, needs, and priorities of vulnerable customers. This may involve surveys, focus groups, interviews or working with advocacy (support) and charity groups. This will help us understand people\u2019s experiences with their utility companies. We\u2019ll explore the barriers they face and what they expect from us.<\/p>\n\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\n\t\t\t\t\t<\/div>\n\n\t\t\t\t\n\n\t\t\t\t\n\t\t\t\t\n\t\t\t<\/div>\n\n\n\t\t\t\n\t\t\t<div class=\"row fade-up block-columns-col-row\">\n\n\t\t\t\t\n\n\t\t\t\t<div class=\"col-12 col-md-12 col-lg-6\">\n\t\t\t\t\t\t\t\t\t\t\t<div class=\"block-columns__heading-wrap\">\n\t\t\t\t\t\t\t<h2 class=\"block-columns__heading\">\n\t\t\t\t\t\t\t\t3. Develop inclusive policies and practices:\t\t\t\t\t\t\t<\/h2>\n\t\t\t\t\t\t\t<div class=\"hr-wrapper\">\n\t\t\t\t\t\t\t\t<div class=\"hr\"><\/div>\n\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\n\n\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t<div class=\"block-columns__text-wrap\">\n\t\t\t\t\t\t\t<p data-block-id=\"ba07cfc6-cbc0-4b09-9dd6-288d263ae583\" data-pm-slice=\"1 1 []\">We will review and adapt our current policies, procedures, and practices. This way, we can ensure they are inclusive and meet the needs of vulnerable customers. This might mean making it easy to contact us. It might also involve flexible payment options, useful technologies, and clear ways to manage sensitive personal information.<\/p>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\n\t\t\t\t<\/div>\n\n\n\t\t\t\t\n\t\t\t\t\t<div class=\"col-12 col-md-12 col-lg-6\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t<div class=\"block-columns__heading-wrap\">\n\t\t\t\t\t\t\t\t<h2 class=\"block-columns__heading\">\n\t\t\t\t\t\t\t\t\t4. Train staff:\t\t\t\t\t\t\t\t<\/h2>\n\t\t\t\t\t\t\t\t<div class=\"hr-wrapper\">\n\t\t\t\t\t\t\t\t\t<div class=\"hr\"><\/div>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\n\n\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\t\t<div class=\"block-columns__text-wrap\">\n\t\t\t\t\t\t\t\t<p data-block-id=\"e2cdfcae-220b-4e45-8aba-9b5cff1a4d9c\" data-pm-slice=\"1 1 []\">We\u2019ll train staff to serve and support vulnerable customers in a way that meets their needs. This will cover topics like empathy, understanding different needs, communication skills, spotting signs of vulnerability, and handling sensitive situations. We aim to empower our staff. We want them to act when they see signs of vulnerability. They should offer extra help that can benefit customers. It&#8217;s also important to be patient and kind when talking with vulnerable customers.<\/p>\n\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\n\t\t\t\t\t<\/div>\n\n\t\t\t\t\n\n\t\t\t\t\n\t\t\t\t\n\t\t\t<\/div>\n\n\n\t\t\t\n\t\t\t<div class=\"row fade-up block-columns-col-row\">\n\n\t\t\t\t\n\n\t\t\t\t<div class=\"col-12 col-md-12 col-lg-6\">\n\t\t\t\t\t\t\t\t\t\t\t<div class=\"block-columns__heading-wrap\">\n\t\t\t\t\t\t\t<h2 class=\"block-columns__heading\">\n\t\t\t\t\t\t\t\t5. Increase accessibility:\t\t\t\t\t\t\t<\/h2>\n\t\t\t\t\t\t\t<div class=\"hr-wrapper\">\n\t\t\t\t\t\t\t\t<div class=\"hr\"><\/div>\n\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\n\n\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t<div class=\"block-columns__text-wrap\">\n\t\t\t\t\t\t\t<p>We\u2019ll make sure that our residents\u2019 events (such as face-to-face meetings and community events), digital communications, products and services are accessible to everyone, including those with disabilities.<\/p>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\n\t\t\t\t<\/div>\n\n\n\t\t\t\t\n\t\t\t\t\t<div class=\"col-12 col-md-12 col-lg-6\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t<div class=\"block-columns__heading-wrap\">\n\t\t\t\t\t\t\t\t<h2 class=\"block-columns__heading\">\n\t\t\t\t\t\t\t\t\t6. Establish partnerships:\t\t\t\t\t\t\t\t<\/h2>\n\t\t\t\t\t\t\t\t<div class=\"hr-wrapper\">\n\t\t\t\t\t\t\t\t\t<div class=\"hr\"><\/div>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\n\n\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\t\t<div class=\"block-columns__text-wrap\">\n\t\t\t\t\t\t\t\t<p data-block-id=\"12e15c4c-a99a-40c9-8047-c87548089532\" data-pm-slice=\"1 1 []\">We\u2019ll work with other organisations, advocacy groups, charities, and community services that help vulnerable people. We\u2019ll partner with these sectors to gain more resources, expertise, and guidance. Their insights will help us improve our support for vulnerable customers.<\/p>\n\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\n\t\t\t\t\t<\/div>\n\n\t\t\t\t\n\n\t\t\t\t\n\t\t\t\t\n\t\t\t<\/div>\n\n\n\t\t\t\n\t\t\t<div class=\"row fade-up block-columns-col-row\">\n\n\t\t\t\t\n\n\t\t\t\t<div class=\"col-12 col-md-12 col-lg-6\">\n\t\t\t\t\t\t\t\t\t\t\t<div class=\"block-columns__heading-wrap\">\n\t\t\t\t\t\t\t<h2 class=\"block-columns__heading\">\n\t\t\t\t\t\t\t\t7. Provide tailored support and resources:\t\t\t\t\t\t\t<\/h2>\n\t\t\t\t\t\t\t<div class=\"hr-wrapper\">\n\t\t\t\t\t\t\t\t<div class=\"hr\"><\/div>\n\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\n\n\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t<div class=\"block-columns__text-wrap\">\n\t\t\t\t\t\t\t<p data-block-id=\"92a7d9bf-c834-45e8-92e5-d344766339b4\" data-pm-slice=\"1 1 []\">We\u2019ll create support programmes, resources, and services aimed at helping vulnerable customers.<\/p>\n<p data-block-id=\"b7bf3d98-567d-4abf-b858-a72fe9c78fe7\">This could include:<\/p>\n<ul data-block-id=\"b1b5def4-50cd-4ea2-9119-a96cbfac6b0f\">\n<li>\n<p data-block-id=\"e0961cb2-5829-40c1-bab1-be962fcda2da\">Financial assistance programmes<\/p>\n<\/li>\n<li>\n<p data-block-id=\"1186f9f6-fd90-4216-836e-da0793e1fe67\">Specialised customer support from our trained advisors<\/p>\n<\/li>\n<li>\n<p data-block-id=\"a625e402-dd5c-4b2b-a7f0-2011511a7b2d\">Educational materials<\/p>\n<\/li>\n<li>\n<p data-block-id=\"566a908c-58ad-4e1e-b745-0caf4b28ace0\">Dedicated helplines<\/p>\n<\/li>\n<\/ul>\n<p data-block-id=\"3bbe8508-b838-4942-9f5d-c00e4291674b\">We&#8217;ll regularly assess and adjust these services based on customer feedback and needs.<\/p>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\n\t\t\t\t<\/div>\n\n\n\t\t\t\t\n\t\t\t\t\t<div class=\"col-12 col-md-12 col-lg-6\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t<div class=\"block-columns__heading-wrap\">\n\t\t\t\t\t\t\t\t<h2 class=\"block-columns__heading\">\n\t\t\t\t\t\t\t\t\t8. Empower and involve customers:\t\t\t\t\t\t\t\t<\/h2>\n\t\t\t\t\t\t\t\t<div class=\"hr-wrapper\">\n\t\t\t\t\t\t\t\t\t<div class=\"hr\"><\/div>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\n\n\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\t\t<div class=\"block-columns__text-wrap\">\n\t\t\t\t\t\t\t\t<p data-block-id=\"41a2f4b8-8849-499a-9f8b-d52a5513f144\" data-pm-slice=\"1 1 []\">We\u2019ll get input and feedback from vulnerable customers to involve them in our decisions. We will create advisory boards or forums. Here, customers can share how we can improve to meet their needs. We will also involve them in shaping our policies, practices, and services.<\/p>\n\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\n\t\t\t\t\t<\/div>\n\n\t\t\t\t\n\n\t\t\t\t\n\t\t\t\t\n\t\t\t<\/div>\n\n\n\t\t\t\n\t\t\t<div class=\"row fade-up block-columns-col-row\">\n\n\t\t\t\t\n\n\t\t\t\t<div class=\"col-12 col-md-12 col-lg-6\">\n\t\t\t\t\t\t\t\t\t\t\t<div class=\"block-columns__heading-wrap\">\n\t\t\t\t\t\t\t<h2 class=\"block-columns__heading\">\n\t\t\t\t\t\t\t\t9. Monitor and measure effect:\t\t\t\t\t\t\t<\/h2>\n\t\t\t\t\t\t\t<div class=\"hr-wrapper\">\n\t\t\t\t\t\t\t\t<div class=\"hr\"><\/div>\n\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\n\n\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t<div class=\"block-columns__text-wrap\">\n\t\t\t\t\t\t\t<p>We&#8217;ll have measures and indicators in place to monitor the effect of initiatives for vulnerable customers. We will regularly check how well our programmes and practices work. We&#8217;ll gather feedback through surveys and other methods. Then, we will use this information to improve and show progress over time.<\/p>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\n\t\t\t\t<\/div>\n\n\n\t\t\t\t\n\t\t\t\t\t<div class=\"col-12 col-md-12 col-lg-6\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t<div class=\"block-columns__heading-wrap\">\n\t\t\t\t\t\t\t\t<h2 class=\"block-columns__heading\">\n\t\t\t\t\t\t\t\t\t10. Continuously improve:\t\t\t\t\t\t\t\t<\/h2>\n\t\t\t\t\t\t\t\t<div class=\"hr-wrapper\">\n\t\t\t\t\t\t\t\t\t<div class=\"hr\"><\/div>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\n\n\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\t\t<div class=\"block-columns__text-wrap\">\n\t\t\t\t\t\t\t\t<p data-block-id=\"d7ee4cde-6d59-41c7-a821-c221e8c0ebf2\" data-pm-slice=\"1 1 []\">We\u2019ll keep improving by regularly reviewing and updating our long-term plan for vulnerable customers. We\u2019ll keep up with new challenges, regulation changes, and best practices for supporting vulnerable customers. We\u2019ll adjust our strategies to ensure they remain relevant and effective.<\/p>\n\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\n\t\t\t\t\t<\/div>\n\n\t\t\t\t\n\n\t\t\t\t\n\t\t\t\t\n\t\t\t<\/div>\n\n\n\t\t\t\n\t<\/div>\n<\/div>\n\t\n\n\n<h4 class=\"wp-block-heading\"><strong>We have identified four key areas where we can help make significant improvements for customers in vulnerable situations.<\/strong><\/h4>\n\n\n\n<p>1. Improve how we identify vulnerable customers, and gather, analyse, and present data effectively. <\/p>\n\n\n\n<p>2. Provide more support to customers who are struggling with their bills. <\/p>\n\n\n\n<p>3. Improve our customer service for vulnerable groups.<\/p>\n\n\n\n<p>4. Work with partners from other sectors on issues that affect us all.<\/p>\n\n\n\n<ol class=\"wp-block-list\">\n<li><\/li>\n<\/ol>\n\n\n\n<p>Each key area we identified has specific outcomes we want to achieve during this strategy. For example, to help customers with financial challenges, we want to offer better support to those at risk of debt. We also plan to enhance our customer services for vulnerable groups to address their unique needs. We must approach strategies for vulnerable customers with empathy and respect. We also need to commit to upholding their rights and dignity.<\/p>\n\n\n\n<p>We show our commitment to helping those in need by implementing strategies for vulnerable customers.<\/p>\n\n\n\n<p>Our aim is to ensure we have systems and processes for timely, accessible communication and to uphold the values needed for a customer-focused culture that encourages continuous learning across the business. This also applies to anyone working for us (e.g. a contractor) and internal teams managing the network. We work together openly and honestly. This will help us reach our shared goals and stay true to our company\u2019s vision, mission, and values.<\/p>\n\n\n\n<p>We are aware there is some sensitivity around labelling customers as \u2018vulnerable\u2019. We take account of this by considering each person\u2019s individual circumstances.<\/p>\n\n\n\n<div class=\"block-columns-wrap relative\">\n\n\t\t\t<div class=\"about-circle fade-in\">\n\t\t\t<svg class=\"about-circle__img\" viewBox=\"0 0 100 100\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\">\n\t\t\t\t<circle cx=\"50\" cy=\"50\" r=\"50\" style=\"fill: #00b5aa;\"><\/circle>\n\t\t\t<\/svg>\n\t\t<\/div>\n\t\t<div class=\"about-oval-orange fade-in\">\n\t\t\t<div class=\"about-oval-orange__img\"><\/div>\n\t\t<\/div>\n\t\t<div class=\"about-oval fade-in\">\n\t\t\t<div class=\"about-oval__img\"><\/div>\n\t\t<\/div>\n\t\n\t<div class=\"block block-columns block-columns-inner\">\n\n\t\t\n\t\t\t<div class=\"row fade-up block-columns-col-row\">\n\n\t\t\t\t\n\t\t\t\t\t<div class=\"col-12 col-md-12 col-lg-6 col-image-right\">\n\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\t\t<figure class=\"block-columns__image\">\n\t\t\t\t\t\t\t\t<img decoding=\"async\" src=\"https:\/\/www.iwnl.co.uk\/wp-content\/themes\/metropolitan-theme\/img\/placeholder.svg\" data-src=\"https:\/\/www.iwnl.co.uk\/wp-content\/uploads\/2025\/02\/vulnerable-500.jpg\" alt=\"vulnerable 500\" class=\"img-fluid lazyload\" \/>\n\t\t\t\t\t\t\t<\/figure>\n\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\n\t\t\t\t\n\n\t\t\t\t<div class=\"col-12 col-md-12 col-lg-6\">\n\t\t\t\t\t\t\t\t\t\t\t<div class=\"block-columns__heading-wrap\">\n\t\t\t\t\t\t\t<h2 class=\"block-columns__heading\">\n\t\t\t\t\t\t\t\tOur definition of vulnerability:\t\t\t\t\t\t\t<\/h2>\n\t\t\t\t\t\t\t<div class=\"hr-wrapper\">\n\t\t\t\t\t\t\t\t<div class=\"hr\"><\/div>\n\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\n\n\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t<div class=\"block-columns__text-wrap\">\n\t\t\t\t\t\t\t<p>Vulnerability can come in a range of guises, and can be temporary, sporadic or permanent in nature. It is a fluid state that needs a flexible, tailored response from us as a company. Many people in Priority Service situations would not diagnose themselves as \u2018Priority Service\u2019, it is our responsibility to pick up on the signs and act accordingly.<\/p>\n<h4><strong>A Priority Service customer may be someone who;<\/strong><\/h4>\n<ul>\n<li>Uses medical equipment and is reliant upon electricity or water.<\/li>\n<li>Undertakes dialysis treatment at their property.<\/li>\n<li>Is blind or partially sighted.<\/li>\n<li>Is deaf or hard of hearing.<\/li>\n<li>Has a loss or impairment of smell.<\/li>\n<li>Has a disability (including mental health), or who are chronically ill.<\/li>\n<li>Needs documents translated into another format or language.<\/li>\n<li>Lives with children under five.<\/li>\n<li>Has restricted movement<\/li>\n<li>Is of pensionable age.<\/li>\n<li>Has dementia.<\/li>\n<li>Has mental health concerns.<\/li>\n<li>Is experiencing financial hardship.<\/li>\n<li>Is isolated geographically.<\/li>\n<li>Temporarily needs extra support.<\/li>\n<\/ul>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\n\t\t\t\t<\/div>\n\n\n\t\t\t\t\n\n\t\t\t\t\n\t\t\t\t\n\t\t\t<\/div>\n\n\n\t\t\t\n\t\t\t<div class=\"row fade-up block-columns-col-row\">\n\n\t\t\t\t\n\n\t\t\t\t<div class=\"col-12 col-md-12 col-lg-12\">\n\t\t\t\t\t\n\n\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t<div class=\"block-columns__text-wrap\">\n\t\t\t\t\t\t\t<p data-block-id=\"640baade-4a17-4441-9768-06848b1f3334\" data-pm-slice=\"1 1 []\">We know that vulnerable situations can change a lot and grow over time. Social and economic issues can influence these changes. We want to ensure customers in these situations get the protection and support they need. To understand how our policy decisions affect different customer groups, we will continue to improve how we involve our customers.<\/p>\n<p>This will mean we can make decisions based on best evidence, even in challenging circumstances.<\/p>\n<p data-block-id=\"bab29aea-6985-4ae7-bee0-2068bf4c2733\" data-pm-slice=\"1 1 []\">Customers in vulnerable situations often face many barriers compared with other customers. They might face competing priorities, have little free time, or find it hard to make tough decisions. They need extra support to get through these challenges.<\/p>\n<p data-block-id=\"044a9465-743a-44e6-9691-5b98a0b16e18\" data-pm-slice=\"1 1 []\">Research from Scope, the Money and Mental Health Policy Institute and Christians Against Poverty highlights these challenges. We aim to keep barriers low for vulnerable customers. This lets them engage with us confidently, so we can support them when they need it.<\/p>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\n\t\t\t\t<\/div>\n\n\n\t\t\t\t\n\n\t\t\t\t\n\t\t\t\t\n\t\t\t<\/div>\n\n\n\t\t\t\n\t<\/div>\n<\/div>\n\t\n\n\n<h2 class=\"wp-block-heading\">Where are we now<\/h2>\n\n\n\n<h4 class=\"wp-block-heading\"><strong>To look at our strategy from June 2023 to February 2025, please click <a href=\"https:\/\/www.iwnl.co.uk\/wp-content\/uploads\/2025\/03\/Our-vulnerable-customer-strategy-2023-2025.pdf\" target=\"_blank\" rel=\"noreferrer noopener\">here<\/a><\/strong>. We have already pledged to improve our awareness, support and services and how we identify customers who need extra support from us. &nbsp;The list below outlines what we are currently doing to support vulnerable customers.<\/h4>\n\n\n\n<div class=\"block-columns-wrap relative\">\n\n\t\t\t<div class=\"about-circle fade-in\">\n\t\t\t<svg class=\"about-circle__img\" viewBox=\"0 0 100 100\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\">\n\t\t\t\t<circle cx=\"50\" cy=\"50\" r=\"50\" style=\"fill: #00b5aa;\"><\/circle>\n\t\t\t<\/svg>\n\t\t<\/div>\n\t\t<div class=\"about-oval-orange fade-in\">\n\t\t\t<div class=\"about-oval-orange__img\"><\/div>\n\t\t<\/div>\n\t\t<div class=\"about-oval fade-in\">\n\t\t\t<div class=\"about-oval__img\"><\/div>\n\t\t<\/div>\n\t\n\t<div class=\"block block-columns block-columns-inner\">\n\n\t\t\n\t\t\t<div class=\"row fade-up block-columns-col-row\">\n\n\t\t\t\t\n\n\t\t\t\t<div class=\"col-12 col-md-12 col-lg-6\">\n\t\t\t\t\t\t\t\t\t\t\t<div class=\"block-columns__heading-wrap\">\n\t\t\t\t\t\t\t<h2 class=\"block-columns__heading\">\n\t\t\t\t\t\t\t\tBS ISO 22458:2022 accreditation\t\t\t\t\t\t\t<\/h2>\n\t\t\t\t\t\t\t<div class=\"hr-wrapper\">\n\t\t\t\t\t\t\t\t<div class=\"hr\"><\/div>\n\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\n\n\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t<div class=\"block-columns__text-wrap\">\n\t\t\t\t\t\t\t<p>In August 2024 we were awarded with the prestigious BS ISO 22458:2022 accreditation for excellence in consumer vulnerability. This certification reflects our commitment to providing inclusive, fair and responsive customer care, with a focus on supporting vulnerable customers.<\/p>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"alignnone wp-image-5582\" src=\"https:\/\/www.iwnl.co.uk\/wp-content\/uploads\/2025\/02\/mark-of-trust-kitemark-Inclusive-Service-Water-Services-Provision-logo-En-GB-0222-300x152.jpg\" alt=\"\" width=\"286\" height=\"135\" \/><\/p>\n<p>&nbsp;<\/p>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\n\t\t\t\t<\/div>\n\n\n\t\t\t\t\n\t\t\t\t\t<div class=\"col-12 col-md-12 col-lg-6\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t<div class=\"block-columns__heading-wrap\">\n\t\t\t\t\t\t\t\t<h2 class=\"block-columns__heading\">\n\t\t\t\t\t\t\t\t\tPartnered with Scope\t\t\t\t\t\t\t\t<\/h2>\n\t\t\t\t\t\t\t\t<div class=\"hr-wrapper\">\n\t\t\t\t\t\t\t\t\t<div class=\"hr\"><\/div>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\n\n\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\t\t<div class=\"block-columns__text-wrap\">\n\t\t\t\t\t\t\t\t<p data-block-id=\"a70b7b50-c56a-4728-ac12-7dc28735eeca\" data-pm-slice=\"1 1 []\">We have partnered with \u2018Scope,\u2019 a charity that works to change attitudes towards disability, fight injustice, and encourage action. Scope helps us shape our customer service and documentation with vulnerabilities in mind. Scope also gathers consumer feedback and conducts company audits for us. This ensures we provide the best experience for our customers at all times.<\/p>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"alignnone size-medium wp-image-5673\" src=\"https:\/\/www.iwnl.co.uk\/wp-content\/uploads\/2025\/03\/SCOPE_OPTIMUM_LOGO_FULL_COLOUR_LIGHT_RGB_800-300x135.jpg\" alt=\"\" width=\"300\" height=\"135\" srcset=\"https:\/\/www.iwnl.co.uk\/wp-content\/uploads\/2025\/03\/SCOPE_OPTIMUM_LOGO_FULL_COLOUR_LIGHT_RGB_800-300x135.jpg 300w, https:\/\/www.iwnl.co.uk\/wp-content\/uploads\/2025\/03\/SCOPE_OPTIMUM_LOGO_FULL_COLOUR_LIGHT_RGB_800-768x347.jpg 768w, https:\/\/www.iwnl.co.uk\/wp-content\/uploads\/2025\/03\/SCOPE_OPTIMUM_LOGO_FULL_COLOUR_LIGHT_RGB_800-720x325.jpg 720w, https:\/\/www.iwnl.co.uk\/wp-content\/uploads\/2025\/03\/SCOPE_OPTIMUM_LOGO_FULL_COLOUR_LIGHT_RGB_800-695x314.jpg 695w, https:\/\/www.iwnl.co.uk\/wp-content\/uploads\/2025\/03\/SCOPE_OPTIMUM_LOGO_FULL_COLOUR_LIGHT_RGB_800-420x190.jpg 420w, https:\/\/www.iwnl.co.uk\/wp-content\/uploads\/2025\/03\/SCOPE_OPTIMUM_LOGO_FULL_COLOUR_LIGHT_RGB_800.jpg 800w\" sizes=\"auto, (max-width: 300px) 100vw, 300px\" \/><\/p>\n\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\n\t\t\t\t\t<\/div>\n\n\t\t\t\t\n\n\t\t\t\t\n\t\t\t\t\n\t\t\t<\/div>\n\n\n\t\t\t\n\t\t\t<div class=\"row fade-up block-columns-col-row\">\n\n\t\t\t\t\n\n\t\t\t\t<div class=\"col-12 col-md-12 col-lg-6\">\n\t\t\t\t\t\t\t\t\t\t\t<div class=\"block-columns__heading-wrap\">\n\t\t\t\t\t\t\t<h2 class=\"block-columns__heading\">\n\t\t\t\t\t\t\t\tRecite me\t\t\t\t\t\t\t<\/h2>\n\t\t\t\t\t\t\t<div class=\"hr-wrapper\">\n\t\t\t\t\t\t\t\t<div class=\"hr\"><\/div>\n\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\n\n\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t<div class=\"block-columns__text-wrap\">\n\t\t\t\t\t\t\t<p>Customers can tailor our website to meet their needs, through the \u2018Recite Me\u2019 tool on our website. This includes translating text, converting text to speech and other functions to support neurodiversity.<\/p>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"alignnone size-medium wp-image-4933\" src=\"https:\/\/www.iwnl.co.uk\/wp-content\/uploads\/2023\/08\/Recite-Me-Icon-24.02.23-300x81.png\" alt=\"\" width=\"300\" height=\"81\" srcset=\"https:\/\/www.iwnl.co.uk\/wp-content\/uploads\/2023\/08\/Recite-Me-Icon-24.02.23-300x81.png 300w, https:\/\/www.iwnl.co.uk\/wp-content\/uploads\/2023\/08\/Recite-Me-Icon-24.02.23.png 408w\" sizes=\"auto, (max-width: 300px) 100vw, 300px\" \/><\/p>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\n\t\t\t\t<\/div>\n\n\n\t\t\t\t\n\t\t\t\t\t<div class=\"col-12 col-md-12 col-lg-6\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t<div class=\"block-columns__heading-wrap\">\n\t\t\t\t\t\t\t\t<h2 class=\"block-columns__heading\">\n\t\t\t\t\t\t\t\t\tWhatsApp\t\t\t\t\t\t\t\t<\/h2>\n\t\t\t\t\t\t\t\t<div class=\"hr-wrapper\">\n\t\t\t\t\t\t\t\t\t<div class=\"hr\"><\/div>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\n\n\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\t\t<div class=\"block-columns__text-wrap\">\n\t\t\t\t\t\t\t\t<p data-block-id=\"2ce5c23b-1e06-48a7-bcb1-60b0de6d6fcb\" data-pm-slice=\"1 1 []\">We have added WhatsApp to our contact options. This makes it easier for customers to reach us in ways that work for them.<\/p>\n<p data-block-id=\"2ce5c23b-1e06-48a7-bcb1-60b0de6d6fcb\" data-pm-slice=\"1 1 []\"><img loading=\"lazy\" decoding=\"async\" class=\"wp-image-5504 alignleft\" src=\"https:\/\/www.iwnl.co.uk\/wp-content\/uploads\/2024\/11\/whatsapp-300x300.jpg\" alt=\"\" width=\"171\" height=\"182\" \/><\/p>\n\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\n\t\t\t\t\t<\/div>\n\n\t\t\t\t\n\n\t\t\t\t\n\t\t\t\t\n\t\t\t<\/div>\n\n\n\t\t\t\n\t\t\t<div class=\"row fade-up block-columns-col-row\">\n\n\t\t\t\t\n\n\t\t\t\t<div class=\"col-12 col-md-12 col-lg-6\">\n\t\t\t\t\t\t\t\t\t\t\t<div class=\"block-columns__heading-wrap\">\n\t\t\t\t\t\t\t<h2 class=\"block-columns__heading\">\n\t\t\t\t\t\t\t\tFlexible repayment terms \t\t\t\t\t\t\t<\/h2>\n\t\t\t\t\t\t\t<div class=\"hr-wrapper\">\n\t\t\t\t\t\t\t\t<div class=\"hr\"><\/div>\n\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\n\n\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t<div class=\"block-columns__text-wrap\">\n\t\t\t\t\t\t\t<p data-block-id=\"5080bcb3-5ce1-433f-8231-e81fe5021654\" data-pm-slice=\"1 1 []\">In 2024, we introduced flexible repayment terms. These terms suit our customers by matching when and how much they can pay.<\/p>\n<ul>\n<li style=\"list-style-type: none\">\n<ul>\n<li>Our Direct Debit payments are now more flexible as customers can select any day of the month for their payments to be taken. Customers can choose to have these taken weekly, fortnightly, or monthly. This helps them stay on top of their payments.<\/li>\n<li>Customers can set up payment plans in weekly, fortnightly and monthly frequencies<\/li>\n<li>We have flexible payment plans which are automatically recalculated based on the customer\u2019s water usage, ensuring the customers stay on track and don\u2019t fall behind on payments.<\/li>\n<li>Customers can now request a bill at any time (billing on demand). They don\u2019t need to wait for their monthly or biannual bills. This gives customers more flexibility on when they get billed, helping them to stay on top of their payments.<\/li>\n<li>Customers can fill in an income and expenditure form online. This lets them check if they can get extra support with their bills.<\/li>\n<li>We now have enhanced payment plan terms \u2013 giving customers extra time to pay off their debt.<\/li>\n<\/ul>\n<\/li>\n<\/ul>\n<p>&nbsp;<\/p>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\n\t\t\t\t<\/div>\n\n\n\t\t\t\t\n\t\t\t\t\t<div class=\"col-12 col-md-12 col-lg-6\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t<div class=\"block-columns__heading-wrap\">\n\t\t\t\t\t\t\t\t<h2 class=\"block-columns__heading\">\n\t\t\t\t\t\t\t\t\tPromoting awareness about financial vulnerability through enhanced training\t\t\t\t\t\t\t\t<\/h2>\n\t\t\t\t\t\t\t\t<div class=\"hr-wrapper\">\n\t\t\t\t\t\t\t\t\t<div class=\"hr\"><\/div>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\n\n\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\t\t<div class=\"block-columns__text-wrap\">\n\t\t\t\t\t\t\t\t<p data-block-id=\"f6766007-a77c-450f-ac85-cf5b2a2c1dee\" data-pm-slice=\"1 1 []\">We have recently rolled out a new training course for our collections team, with the Money Advice Trust. This focused on vulnerable customers. It helped our team understand who is vulnerable and how to identify them. It also detailed how we support our customers with limitations and recognising how we begin conversations with a vulnerable customer.<\/p>\n<p data-block-id=\"f6766007-a77c-450f-ac85-cf5b2a2c1dee\" data-pm-slice=\"1 1 []\"><img loading=\"lazy\" decoding=\"async\" class=\"alignnone size-medium wp-image-5678\" src=\"https:\/\/www.iwnl.co.uk\/wp-content\/uploads\/2025\/03\/Logo-Money-Advice-Trust-Blue-1-002-300x166.png\" alt=\"\" width=\"300\" height=\"166\" srcset=\"https:\/\/www.iwnl.co.uk\/wp-content\/uploads\/2025\/03\/Logo-Money-Advice-Trust-Blue-1-002-300x166.png 300w, https:\/\/www.iwnl.co.uk\/wp-content\/uploads\/2025\/03\/Logo-Money-Advice-Trust-Blue-1-002-768x424.png 768w, https:\/\/www.iwnl.co.uk\/wp-content\/uploads\/2025\/03\/Logo-Money-Advice-Trust-Blue-1-002-720x397.png 720w, https:\/\/www.iwnl.co.uk\/wp-content\/uploads\/2025\/03\/Logo-Money-Advice-Trust-Blue-1-002-695x384.png 695w, https:\/\/www.iwnl.co.uk\/wp-content\/uploads\/2025\/03\/Logo-Money-Advice-Trust-Blue-1-002-420x232.png 420w, https:\/\/www.iwnl.co.uk\/wp-content\/uploads\/2025\/03\/Logo-Money-Advice-Trust-Blue-1-002.png 1000w\" sizes=\"auto, (max-width: 300px) 100vw, 300px\" \/><\/p>\n<p>&nbsp;<\/p>\n\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\n\t\t\t\t\t<\/div>\n\n\t\t\t\t\n\n\t\t\t\t\n\t\t\t\t\n\t\t\t<\/div>\n\n\n\t\t\t\n\t\t\t<div class=\"row fade-up block-columns-col-row\">\n\n\t\t\t\t\n\n\t\t\t\t<div class=\"col-12 col-md-12 col-lg-6\">\n\t\t\t\t\t\t\t\t\t\t\t<div class=\"block-columns__heading-wrap\">\n\t\t\t\t\t\t\t<h2 class=\"block-columns__heading\">\n\t\t\t\t\t\t\t\tSocial Tariffs\t\t\t\t\t\t\t<\/h2>\n\t\t\t\t\t\t\t<div class=\"hr-wrapper\">\n\t\t\t\t\t\t\t\t<div class=\"hr\"><\/div>\n\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\n\n\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t<div class=\"block-columns__text-wrap\">\n\t\t\t\t\t\t\t<p data-block-id=\"6edf762c-5331-497d-8d59-838b889ca00d\" data-pm-slice=\"1 1 []\">We have placed greater emphasis on the Social Tariffs we offer to customers classified as \u201cfinancially vulnerable\u201d and living on a low income. We make sure our customers are never in a worse situation. We also align our social tariffs with those of the incumbents.<\/p>\n<ul>\n<li data-block-id=\"6edf762c-5331-497d-8d59-838b889ca00d\" data-pm-slice=\"1 1 []\">Contact us on our freephone <a href=\"tel:08000720174\">08000720174<\/a> number to discuss our Social Tariff.<\/li>\n<\/ul>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\n\t\t\t\t<\/div>\n\n\n\t\t\t\t\n\t\t\t\t\t<div class=\"col-12 col-md-12 col-lg-6\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t<div class=\"block-columns__heading-wrap\">\n\t\t\t\t\t\t\t\t<h2 class=\"block-columns__heading\">\n\t\t\t\t\t\t\t\t\tMultiple third parties\t\t\t\t\t\t\t\t<\/h2>\n\t\t\t\t\t\t\t\t<div class=\"hr-wrapper\">\n\t\t\t\t\t\t\t\t\t<div class=\"hr\"><\/div>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\n\n\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\t\t<div class=\"block-columns__text-wrap\">\n\t\t\t\t\t\t\t\t<p data-block-id=\"d5f402ed-94e0-4950-bb5c-11f85540ed97\" data-pm-slice=\"1 1 []\">We introduced the ability to register multiple third parties or power of attorneys against the customer\u2019s account. This allows customers to choose who can manage their account for them.<\/p>\n\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\n\t\t\t\t\t<\/div>\n\n\t\t\t\t\n\n\t\t\t\t\n\t\t\t\t\n\t\t\t<\/div>\n\n\n\t\t\t\n\t\t\t<div class=\"row fade-up block-columns-col-row\">\n\n\t\t\t\t\n\n\t\t\t\t<div class=\"col-12 col-md-12 col-lg-6\">\n\t\t\t\t\t\t\t\t\t\t\t<div class=\"block-columns__heading-wrap\">\n\t\t\t\t\t\t\t<h2 class=\"block-columns__heading\">\n\t\t\t\t\t\t\t\tQuality Assurance\t\t\t\t\t\t\t<\/h2>\n\t\t\t\t\t\t\t<div class=\"hr-wrapper\">\n\t\t\t\t\t\t\t\t<div class=\"hr\"><\/div>\n\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\n\n\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t<div class=\"block-columns__text-wrap\">\n\t\t\t\t\t\t\t<p>We monitor quality of service through quality assurance schemes.<\/p>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\n\t\t\t\t<\/div>\n\n\n\t\t\t\t\n\t\t\t\t\t<div class=\"col-12 col-md-12 col-lg-6\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t<div class=\"block-columns__heading-wrap\">\n\t\t\t\t\t\t\t\t<h2 class=\"block-columns__heading\">\n\t\t\t\t\t\t\t\t\tStaff training\t\t\t\t\t\t\t\t<\/h2>\n\t\t\t\t\t\t\t\t<div class=\"hr-wrapper\">\n\t\t\t\t\t\t\t\t\t<div class=\"hr\"><\/div>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\n\n\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\t\t<div class=\"block-columns__text-wrap\">\n\t\t\t\t\t\t\t\t<p data-block-id=\"64fe2bba-1333-4543-9510-2696ce635cdc\" data-pm-slice=\"1 1 []\">We train all staff. Some teams, like advisors and customer liaison officers, receive extra training.<\/p>\n\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\n\t\t\t\t\t<\/div>\n\n\t\t\t\t\n\n\t\t\t\t\n\t\t\t\t\n\t\t\t<\/div>\n\n\n\t\t\t\n\t<\/div>\n<\/div>\n\t\n\n\n<h2 class=\"wp-block-heading\">Other ways we are supporting our customers<\/h2>\n\n\n\n<div class=\"block-columns-wrap relative\">\n\n\t\t\t<div class=\"about-circle fade-in\">\n\t\t\t<svg class=\"about-circle__img\" viewBox=\"0 0 100 100\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\">\n\t\t\t\t<circle cx=\"50\" cy=\"50\" r=\"50\" style=\"fill: #00b5aa;\"><\/circle>\n\t\t\t<\/svg>\n\t\t<\/div>\n\t\t<div class=\"about-oval-orange fade-in\">\n\t\t\t<div class=\"about-oval-orange__img\"><\/div>\n\t\t<\/div>\n\t\t<div class=\"about-oval fade-in\">\n\t\t\t<div class=\"about-oval__img\"><\/div>\n\t\t<\/div>\n\t\n\t<div class=\"block block-columns block-columns-inner\">\n\n\t\t\n\t\t\t<div class=\"row fade-up block-columns-col-row\">\n\n\t\t\t\t\n\n\t\t\t\t<div class=\"col-12 col-md-12 col-lg-12\">\n\t\t\t\t\t\n\n\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t<div class=\"block-columns__text-wrap\">\n\t\t\t\t\t\t\t<ul>\n<li>We offer a \u2018doorstep password\u2019 scheme to deter bogus callers.<\/li>\n<li>Provide free leak detection for vulnerable customers whose bills are being negatively impacted.<\/li>\n<li>Customers can nominate someone to manage their account for them using a power of attorney.<\/li>\n<li>We use financial vulnerability and debt schemes.<\/li>\n<li>We offer Braille, large print, and translated documents.<\/li>\n<li>We offer audio bills.<\/li>\n<li>We give advanced warning of planned work that may affect services.<\/li>\n<li>We offer alternative water and heating supplies during incidents. This includes bottled water and temporary mobile heaters.<\/li>\n<li>We offer extra support during a loss of supply. Our customer service team will contact people, usually by phone, at the start of an incident and then keep them updated.<\/li>\n<li>We have a dedicated financial support team via live chat.<\/li>\n<li>We hold community events at our sites around the country. This provides an extra way for customers to get the help they need in person.<\/li>\n<li>We provide financial help with options like Payment Schemes, WaterSure, discounted rates and Breathing Space.<\/li>\n<\/ul>\n<p>&nbsp;<\/p>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\n\t\t\t\t<\/div>\n\n\n\t\t\t\t\n\n\t\t\t\t\n\t\t\t\t\n\t\t\t<\/div>\n\n\n\t\t\t\n\t<\/div>\n<\/div>\n\t\n\n\n<h2 class=\"wp-block-heading\">Our aims and objectives<\/h2>\n\n\n\n<p>The following section sets out a series of commitments that we will make to our customers as part of this strategy, with the time we estimate to deliver them.<\/p>\n\n\n\n<h4 class=\"wp-block-heading\"><\/h4>\n\n\n\n<figure class=\"wp-block-table\"><table><thead><tr><th>Activity<\/th><th>Duration<\/th><\/tr><\/thead><tbody><tr><td><strong>Smart meter<\/strong><br>All our supplies are metered. We can read these meters remotely with AMR technology. We plan to use the data to create personal and targeted communications.<\/td><td>Ongoing<br><mark style=\"background-color:rgba(0, 0, 0, 0)\" class=\"has-inline-color has-indigo-color\"><strong>We&#8217;ve already started to trial smart meters at one of our sites in Bidwell. <\/strong><\/mark><strong><mark style=\"background-color:rgba(0, 0, 0, 0)\" class=\"has-inline-color has-purple-color\"> We&#8217;re not ready to turn this green yet, and is amber until we&#8217;ve rolled this trial out to our other sites.<\/mark><\/strong> <br><img loading=\"lazy\" decoding=\"async\" width=\"40\" height=\"40\" class=\"wp-image-5600\" style=\"width: 40px;\" src=\"https:\/\/www.iwnl.co.uk\/wp-content\/uploads\/2025\/02\/amber-tick.gif\" alt=\"\"><br><\/td><\/tr><tr><td><strong>Credit-reference companies<\/strong><br>Use data from credit-reference companies to help prevent financial trouble. Also, offer tailored communication and support based on individual circumstances.<\/td><td>We&#8217; re currently working on this project. We&#8217;re hopeful this will be in place within the next 12 months<\/td><\/tr><tr><td><strong>Data-sharing agreements<\/strong><br>Take part in the Priority Services Register data-sharing project across distribution network operators &nbsp;(along with their trade bodies the Energy Networks Association and Water UK). The project shares information on customers who need priority services across different utilities.&nbsp;&nbsp; &nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;<\/td><td>We are monitoring the various projects taking place in the industry and aiming to participate in them within the next 2 years<\/td><\/tr><tr><td><strong>Engaging stakeholders<\/strong><br>Identify stakeholders like charities, Housing Associations, customer service champions, and welfare officers to share and learn from best practices.<br>Choose the best way to communicate with them, such as email or video call. Keep in regular contact by updating them and asking for advice, support, and feedback.&nbsp;<\/td><td>Ongoing<br><mark style=\"background-color:rgba(0, 0, 0, 0)\" class=\"has-inline-color has-indigo-color\"><strong>We have started working with organisations to gain resources, best practice and improve from their advice. We work with Scope, Money Advice Trust, CCWater and Ofwat. <\/strong><\/mark><br><img loading=\"lazy\" decoding=\"async\" width=\"40\" height=\"40\" class=\"wp-image-5598\" style=\"width: 40px;\" src=\"https:\/\/www.iwnl.co.uk\/wp-content\/uploads\/2025\/02\/tick.png\" alt=\"\"><\/td><\/tr><tr><td><strong>Innovation and technology<\/strong><br>Use industry best practice, through associations such as Contact Centre Management Association and the Welsh Contact Centre Forum, to stay up to date with current trends in technology and within the industry. Collaborate with our partner, Content Guru, to develop the technology in our Contact Centre to meet our customers&#8217; needs.&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;<\/td><td>Ongoing<br><strong><mark style=\"background-color:rgba(0, 0, 0, 0)\" class=\"has-inline-color has-pink-color\">We have rated this objective amber because we are always look for the best way to work including the technology we use. <\/mark><\/strong><br><strong><mark style=\"background-color:rgba(0, 0, 0, 0)\" class=\"has-inline-color has-pink-color\"><br>We have upgraded the noise cancelling headsets our Advisors use within our Contact Centre to allow us to better hear our customers.<\/mark><\/strong><br><strong><mark style=\"background-color:rgba(0, 0, 0, 0)\" class=\"has-inline-color has-pink-color\"><br>We are investigating options to improve the overall soundproofing in our Contact Centre<\/mark><\/strong><br><br><mark style=\"background-color:rgba(0, 0, 0, 0)\" class=\"has-inline-color has-pink-color\"><strong>We have introduced an outbound SMS service  through our telephony platform. This sends SMS to customers during an incident.<\/strong><\/mark><br><br><mark style=\"background-color:rgba(0, 0, 0, 0)\" class=\"has-inline-color has-pink-color\"><strong>We&#8217;re working on other initiatives which will further help with accessibility. We&#8217;ll be able to release these soon.  <\/strong><\/mark><br><img loading=\"lazy\" decoding=\"async\" width=\"40\" height=\"40\" class=\"wp-image-5600\" style=\"width: 40px;\" src=\"https:\/\/www.iwnl.co.uk\/wp-content\/uploads\/2025\/02\/amber-tick.gif\" alt=\"\"><\/td><\/tr><tr><td><strong>Financial education and counselling<\/strong><br>Set up partnerships with charities like StepChange Debt Charity. This way, we can provide easy referrals for financial education and counselling.<\/td><td>Ongoing<br><mark style=\"background-color:rgba(0, 0, 0, 0)\" class=\"has-inline-color has-pink-color\"><strong>We have started working with the Money Advice Trust and undertake training with them to further our education in financial vulnerability.<\/strong><\/mark> <strong><mark style=\"background-color:rgba(0, 0, 0, 0)\" class=\"has-inline-color has-pink-color\">We plan to undertake further work with other consumer debt charities over time<\/mark><\/strong><br><img loading=\"lazy\" decoding=\"async\" width=\"40\" height=\"40\" class=\"wp-image-5600\" style=\"width: 40px;\" src=\"https:\/\/www.iwnl.co.uk\/wp-content\/uploads\/2025\/02\/amber-tick.gif\" alt=\"\"><\/td><\/tr><tr><td><strong>Flexible repayment options<\/strong><br>Introduce flexible repayment terms which work for our customers, matching when, and how much, they can afford to pay. &nbsp;&nbsp;&nbsp;&nbsp;&nbsp;<\/td><td>Within 12 months.<br><strong><mark style=\"background-color:rgba(0, 0, 0, 0)\" class=\"has-inline-color has-pink-color\">We have introduced flexible repayment terms that work for our customers. <\/mark><\/strong><br><img loading=\"lazy\" decoding=\"async\" width=\"40\" height=\"40\" class=\"wp-image-5598\" style=\"width: 40px;\" src=\"https:\/\/www.iwnl.co.uk\/wp-content\/uploads\/2025\/02\/tick.png\" alt=\"\"><\/td><\/tr><tr><td><strong>Tailored help<\/strong><br>Collections advisors send emails and texts to customers which are tailored to the customer\u2019s situation.&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;<\/td><td>Ongoing<br><mark style=\"background-color:rgba(0, 0, 0, 0)\" class=\"has-inline-color has-pink-color\"><strong>This is an ongoing task and ensure we tailor our communications to customer&#8217;s situations<\/strong><\/mark><br><img loading=\"lazy\" decoding=\"async\" width=\"40\" height=\"40\" class=\"wp-image-5598\" style=\"width: 40px;\" src=\"https:\/\/www.iwnl.co.uk\/wp-content\/uploads\/2025\/02\/tick.png\" alt=\"\"><\/td><\/tr><tr><td><strong>Empathy and support<\/strong><br>Regularly update training for collections advisors and customer service advisors to:<br> &#8211; Help them better identify vulnerable customers<br> &#8211; Provide high levels of compassionate support and guidance<br> &#8211; Tailor services and communications to meet the specific needs of their customers.&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;<\/td><td>Ongoing<br><mark style=\"background-color:rgba(0, 0, 0, 0)\" class=\"has-inline-color has-pink-color\"><strong>This is an ongoing task. All our advisors go on regular Vulnerable Customer training. We&#8217;re aware that vulnerabilities are fluid and change over time, and we&#8217;re committed to staying on top of emerging trends. Our training therefore reflects these changes. <\/strong><\/mark><br><img loading=\"lazy\" decoding=\"async\" width=\"40\" height=\"40\" class=\"wp-image-5598\" style=\"width: 40px;\" src=\"https:\/\/www.iwnl.co.uk\/wp-content\/uploads\/2025\/02\/tick.png\" alt=\"\"><\/td><\/tr><tr><td><strong>Regular reviews and assessments<\/strong><br>Continuously review through quality assurance and monitoring performance indicators.&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;<\/td><td>Yearly review<br><strong><mark style=\"background-color:rgba(0, 0, 0, 0)\" class=\"has-inline-color has-pink-color\">This is a continuous activity.<\/mark><\/strong><br><img loading=\"lazy\" decoding=\"async\" width=\"40\" height=\"40\" class=\"wp-image-5598\" style=\"width: 40px;\" src=\"https:\/\/www.iwnl.co.uk\/wp-content\/uploads\/2025\/02\/tick.png\" alt=\"\"><\/td><\/tr><tr><td><strong>Training and awareness<\/strong><br>Regularly update training for collections advisors and customer service advisors to help them better identify vulnerable customers.<\/td><td>Ongoing<br><strong><mark style=\"background-color:rgba(0, 0, 0, 0)\" class=\"has-inline-color has-pink-color\">We have recently undertaken a new training course for our Collections Team<\/mark><\/strong><br><img loading=\"lazy\" decoding=\"async\" width=\"40\" height=\"40\" class=\"wp-image-5598\" style=\"width: 40px;\" src=\"https:\/\/www.iwnl.co.uk\/wp-content\/uploads\/2025\/02\/tick.png\" alt=\"\"><\/td><\/tr><tr><td><strong>Handling complaints and resolving disputes<\/strong><br>Review our complaint-handling and dispute-resolution process to make sure we are meeting the needs of our vulnerable customers.<\/td><td><s>2 to 3 years<\/s><br><strong><mark style=\"background-color:rgba(0, 0, 0, 0)\" class=\"has-inline-color has-pink-color\">We have reduced this timeframe to 18 months. We know how we are going to achieve this and will be rolling this out within 18 months. <\/mark><\/strong><\/td><\/tr><tr><td><strong>Accessibility measures<\/strong><br>Add other ways of communicating with customers, for example, WhatsApp or another social media channel. Review existing support for computer and technology skills. Where we can, try to time any planned interruptions to the water supply so they don\u2019t happen when a customer could be using dialysis equipment. <\/td><td>Medium term<br><strong><mark style=\"background-color:rgba(0, 0, 0, 0)\" class=\"has-inline-color has-pink-color\">We are happy to report we have added WhatsApp to our communication methods to make it easier for customers to contact us<\/mark><\/strong>.<br><br><mark style=\"background-color:rgba(0, 0, 0, 0)\" class=\"has-inline-color has-pink-color\"><strong>Our website <mark style=\"background-color:rgba(0, 0, 0, 0)\" class=\"has-inline-color has-pink-color\"><strong>is now partially conformant with <a href=\"https:\/\/www.iwnl.co.uk\/accessibility-statement\/\">WCAG 2.1 level AA standards<\/a><\/strong><\/mark><\/strong><\/mark><strong><mark style=\"background-color:rgba(0, 0, 0, 0)\" class=\"has-inline-color has-pink-color\"><a href=\"https:\/\/www.iwnl.co.uk\/accessibility-statement\/\">.<\/a> To see our accessibility statement, <a href=\"https:\/\/www.iwnl.co.uk\/accessibility-statement\/\">click here.<\/a><\/mark><\/strong><br><img loading=\"lazy\" decoding=\"async\" width=\"40\" height=\"40\" class=\"wp-image-5598\" style=\"width: 40px;\" src=\"https:\/\/www.iwnl.co.uk\/wp-content\/uploads\/2025\/02\/tick.png\" alt=\"\"><\/td><\/tr><tr><td><strong>Customer feedback<\/strong><br>Use feedback from vulnerable customer surveys to improve our process, policies and services.<\/td><td>12 months<br><mark style=\"background-color:rgba(0, 0, 0, 0)\" class=\"has-inline-color has-pink-color\"><strong>This is a continuous activity. We regularly undertake feedback surveys with our vulnerable customers and use their feedback to improve the way we work. <\/strong><\/mark><br><img loading=\"lazy\" decoding=\"async\" width=\"40\" height=\"40\" class=\"wp-image-5598\" style=\"width: 40px;\" src=\"https:\/\/www.iwnl.co.uk\/wp-content\/uploads\/2025\/02\/tick.png\" alt=\"\"><\/td><\/tr><tr><td><strong>Define shared outcomes for our customers <\/strong><br>Use feedback from our vulnerable customers and capture their desired outcomes when registering onto our Priority Services Register.<\/td><td>2 to 3 years<\/td><\/tr><\/tbody><\/table><\/figure>\n","protected":false},"excerpt":{"rendered":"Our Vulnerable Customer Strategy focuses on identifying, supporting, and managing customers in vulnerable situations. We aim to achieve this with efficiency and integrity. This page explains what we\u2019ve done to enhance our services and support for vulnerable customers. It also outlines our future goals for improving our services and relationships. 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