United Utilities steps up support for customers in response to coronavirus

Date published: 26 March 2020

Water company United Utilities is stepping up actions to support its customers during the ‘unprecedented’ impact of coronavirus Covid-19 on North West families and businesses.

The company, which supplies water and wastewater services to seven million people from Carlisle to Crewe, is introducing additional checks before home visits, promoting its free priority service for the vulnerable and offering help to those worried about paying their bill.

“Coronavirus is touching everyone’s lives and it’s a worrying time for all of us, and our communities. We want everyone to know that we’re up-to-the minute with Government and NHS advice and we’ve got it covered. They can rely on us,” said Customer Service Director Louise Beardmore. 

In line with advice, the company is taking steps to make sure customers and its own staff stay safe and well.

These include:

  • Making additional checks when booking appointments and then checking again before any member of staff calls at anyone’s home. 
  • Making it easy for people to postpone an appointment for any reason.
  • Reassuring any customer concerned about paying their bill that United Utilities has the most extensive range of financial assistance schemes of any water company in the UK, from special tariffs through to grants and payment breaks.

Louise said: “This is an unprecedented situation. We’re working round the clock, and with other water companies across the UK, to make sure we are doing everything we can. 

“People can also help by only flushing the three Ps – pee, poo and paper (toilet paper only). Kitchen roll, wet wipes or newspaper down the toilet can cause major blockages in the sewers, so these should always go in the bin. This will really help our teams to focus their efforts on keeping our sewers flowing and reduce any blockages.”

Many United Utilities services are available online through the company’s accessible website, so there’s no need to leave home:

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