How Anglian Water Turned Support Into Savings

What if your water company felt like a neighbour who actually shows up to help? We sit down with Anglian Water’s customer team to explore how WaterCare turns support into real savings, from clearer bills and accessible contact to debt relief, crisis help and an industry-first medical discount that stops health needs inflating costs. The conversation starts in our community hubs, where trust is built face to face. A single Facebook post and one resident’s success story turned hesitation into a queue for help, proving that visible results beat leaflets every time.

We dig into the mechanics behind the outcomes: the Priority Services Register ensures people who need extra time, different languages or rapid outage support are recognised across networks. The Extra Care Assessment, a short, guided call or online form, matches households to tariffs that can cut bills by up to 50 percent and flags pathways to broader support such as reduced-rate broadband and blue badges. We also talk about the staggering scale of missed money—£67 million in unclaimed benefits identified among customers—and why pension credit, child benefit and Attendance Allowance are so often left on the table.

Along the way, we challenge the “waterboard” myth and share simple scam-safety cues. We cover Plain Numbers for clearer letters, Talking Bills for live bill read-throughs, and a partnership with Shout for 24/7 text-based mental health support. The bigger vision is a “tell us once” model that responsibly shares data to activate help across utilities and services with a single disclosure. Until then, partnership is the bridge: trusted advocates, human conversations and practical steps that reduce effort and stress.

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