Northumbrian Water increases household incomes by £12 million by streamlining access to water bills support

Over five million eligible households are missing out on £900 million of water bill support each year. To help customers struggling with water bills, Northumbrian Water implemented a single application process for discounted tariffs across multiple water providers. Policy in Practice’s Better Off Calculator made it easy for both customers and staff, with 85% of applicants receiving a bill cap or discount, helping customers who otherwise might not have sought help to maximise their income.

In the last year, over 12,000 applications have been processed, increasing household incomes by £12 million, an average of £1,000 per household.

We heard from an increasing number of customers who needed help to get the lowest priced bill. There are often different water companies with different scheme rules and we didn’t want to have to get customers to complete two separate application processes.

The Better Off Calculator can assess eligibility for tariffs between different water companies as one assessment, making it easy for the customers and easy for our staff to complete.

The fantastic bit is customers are getting more than just applying for their tariffs. They’ve been directed to the right support that’s available for them as we’ve identified potential missing benefits.

We have provided a smooth journey for customers to get a discounted bill, with 85% of all applicants receiving a bill cap or discount.