10,000 lockdown payment holidays

During the Covid-19 crisis, Yorkshire Water supported over 10,000 customers with a payment holiday and introduced an online self-referral system for those facing financial difficulty.

In the wake of high furlough and redundancy rates, the utility company offered customers the option of a payment holiday, which meant that they didn’t have to pay anything for three-months. The payment holiday, which compliments the company’s long-term support schemes, was designed to be a quick, short term help to relieve customers of financial worries related to the Covid-19 pandemic.

Customers also had the option to register their financial concerns through an online system, if they didn’t feel comfortable speaking to someone over the phone.

Yorkshire Water is proactively reaching out to each customer as they reach the end of the 12-week period. The dedicated team provide additional financial support and assurance, and where appropriate, can offer further financial assistance through one of their other five support schemes or other payment options.

For Yorkshire Water customers that are continuing to face financial difficulty, there is additional support in place if income has stopped, been significantly reduced or they are unable to leave the house to pay a bill.

The company’s WaterSupport scheme helps customers on lower incomes pay their water charges. If a household has a low income and is in receipt of an income-based benefit, with an annual water bill of more than £430, WaterSupport may be able to cap their water charges to reduce financial strain and relieve worry.

Angie Markham-Nock, Yorkshire Water’s Customer Support Manager said: “It is fantastic that we have been able to provide additional support to over 10,000 customers through what has been a difficult time for many.

“By providing payment holidays we have eased financial worries for our customers and helped them manage their finances. Customers facing ongoing difficulties can rely on us to support them through our various financial support schemes, as well as our Priority Services Register.”

To see all the help available, and apply for support, go to: https://www.yorkshirewater.com/billing-payments/help-paying-your-bill/