Bristol Water is stepping up its efforts to ensure more customers struggling with health conditions and financial pressures are getting help with their bills.
People living with chronic kidney disease (CKD), and young adults leaving care are two specific groups being targeted. Bristol Water is working alongside councils and charities to raise awareness of the Priority Services Register and financial support schemes.
For care leavers, Bristol Water works with the City Council to reach out to those who need help at a difficult point in their lives.
For patients with CKD, representatives from Bristol Water, in partnership with Kidney Care UK, are visiting local dialysis units and hospitals to meet patients face-to-face and understand what support they need.
“We are so pleased to be providing support to those most in need” said Stephanie Martin, Affordability and Vulnerability Strategy Manager for Bristol Water.
“When people are going through some of life’s most difficult challenges, their water bills aren’t always something they think about. Hopefully these partnerships will help take that burden away, and we can do the hard work for them by reducing their bills and helping them manage better going forward.
“It’s also important that we identify those who need to be on the priority services register and those who are on dialysis are a high priority.”
Supporting kidney patients
People living with chronic kidney disease (CKD) often require extra support with water bills because of both medical necessity and financial pressures. Home dialysis (especially peritoneal dialysis) involves regular, water-intensive treatments and can use up to 500 litres per day, several times the average daily household use.
Immunosuppressed patients (post-transplant) need higher hygiene standards and may shower or wash clothes more often to avoid infection.
“We’re delighted to be in partnership with the Water companies to increase awareness of kidney disease across the utility sector,” said Laurie Cuthbert, Director of Fundraising, Marketing & Communications at Kidney Care UK. “Many people with chronic kidney disease have higher water needs, which is why we’re working with water companies across the UK to support vulnerable kidney patients across their networks.”
Nearly 800 patients across the South West have been helped emotionally and financially through Kidney Care UK’s patient support team over the last year across the South West.
£27,000 has been awarded in hardship grants to help with things like bills, clothing and white goods.
There are nearly 82,000 people living with CKD in the South West in regions served by Bristol Water, Bournemouth Water and South West Water – 1,800 of these are currently on dialysis.
Sue from Bristol (pictured above) is one of several kidney patients who’ve received on-to-one support from Bristol Water.
“It stopped me worrying, stressing and nothing seemed too much trouble. The listened and appreciated I had difficulties and understood. Even since then I’ve not really worried because I know they are on the end of the phone.”
Hear more of Sue’s story here: Bing Videos
Care leavers water bill scheme — helping young people transition to independence
In collaboration with local councils, Bristol Water offers a discount scheme for care leavers living independently. So far 152 young people have received support which includes a large discount on bills until their 21st birthday.
“No young care leaver should face the burden of utility costs alone.” said Stephanie Martin. “Our water bill discount scheme is a simple but effective way to help in a small but significant way."
“Being responsible for your own home and all your household bills is difficult at any age, however, at just 18 years old, when you’re just leaving care, it can be especially daunting."
“We’re hoping that this initiative supports our care leavers with their independence and confidence to manage their own budgets”.
So how does the scheme work?
The extra support being offered to customers is just one part of Bristol Water’s Vulnerability Strategy which has been launched this year.
“In a time when customers are juggling with so many difficult challenges around affordability and the cost of living, financial vulnerability is perhaps the most common vulnerability,” said Customer Director Ketan Hindocha . “Financial challenges often come with other pressures that can lead to further negative impacts on health and wellbeing, for example housing insecurity, ill health or relationship issues. It’s because of this, and the fact our region suffers from particularly acute financial pressures, we are committing to retain our industry-leading position in affordability and vulnerability, as well as our ambition to eradicate Water Poverty.”
Find out more about Bristol Water’s Vulnerability Strategy HERE