Coronavirus - What we're doing at water2business
We wanted to update you on the actions we are taking to mitigate the impact of COVID-19 on our teams and the service we deliver to our customers.
Like most businesses and suppliers, we are carefully monitoring the situation and are following all government advice on COVID-19. Our number one priority remains the safety and wellbeing of our team, the continuation of our dedicated customer service and the continuity of water retail services.
We’re reviewing our contingency plans on a very regular basis in line with the latest advice and recommendations from the Government, Public Health England and Health Protection Scotland. We are also communicating regularly with DEFRA, Ofwat, MOSL, water wholesalers, suppliers and other water retailers to help form a uniform and well organised approach throughout the industry.
Business who are reopening from closure due to COVID-19
If your business has been closed due to the impacts of COVID-19 and you now wish to notify us of your reopening, please contact us on 0345 600 2 600 and we will be able to resume your normal billing cycle.
If your supply is metered: Your will be billed for any water used during your closed period, however, we won’t need to bill you any standing charges during this time. From the date of reopen, all your normal charges will resume.
If your supply is unmetered: Your supply will remain in place and you will not be billed any charges during the closed period. From the date of reopen, all your normal charges will resume.
Please note you will be required to provide evidence of your closure if requested and failing to provide this will result in us being unable to remove your standing charges for this period.
For the majority of our customers, we bill for water services already used and based on actual meter readings (we are currently estimating readings for internal meters due to the lockdown measures). A small proportion of customers are billed on a fixed charge in advance for the financial year.
Please arrange payment of your bill as usual. Our ways to pay can be found here.
We appreciate COVID-19 may impact our customers financially, so you can arrange to pay your balance over 12 months and cover your ongoing water use, with a monthly Direct Debit. To set this up, please complete our online form here.
COVID-19 repayment scheme
We understand for our customers whose businesses have been forced to close during COVID-19 this is a difficult time and we want to make sure we are able to provide support by offering a repayment scheme.
Under our Scheme, affected customers may be able to spread their debts in equal instalments over a period of up to 12 months. Customers who qualify for our Repayment Scheme are those that meet the requirements set by Ofwat as set out below:
- Your premises have been temporarily closed during the lockdown;
- You are unable to pay your bill, as a consequence of the effects of Covid-19.
Eligible customers can apply for this Scheme up until 31 March 2021.
To speak to us about our Repayment Scheme, you can call us on 0345 600 2 600, alternatively to get a call back from us you can use our Contact us form by clicking this link, please use the subject line “COVID-19 repayment scheme”.
A copy of our scheme can be found here
Accessing your bill
For customers who receive a bill through the post, if you are having to close your business due to the impacts of COVID-19 we can arrange for you to have access to our online portal. This will ensure you can download your bills online. You can request a registration code by contacting our team at email@example.com
Working closely with our customers
We realise this may be an uncertain time for customers and we aim to work with them on a case by case basis to resolve any concerns. All of our communications channels are currently open, so whether you need to speak to us, or email us, the team are available. If you need to let us know of any additional contacts for your organisation then please do.
Guidance for our employees
We’ve given guidance to our employees regarding options for home working and are encouraging them to minimise their travel plans, and use alternative arrangements including using Skype, video or teleconferencing in place of meetings and visits.
We will continue to review our actions in line with the latest Government and NHS advice and will provide regular updates either on our website or via social media, on any changes that may affect you or the services we provide.