This research workshop was with frontline staff focussing on customer affordability support.
The workshop also discussed ways to improve customer support for individuals facing, or at risk of financial difficulties.
Frontline staff participated in discussions to share their insights and experiences regarding customer interactions and observed changes. The workshop gathered feedback on current customer affordability support and discussed proposed changes to assist water customers with bill challenges.
It sought input on a new social tariff design and aimed to collaboratively develop improved approaches for targeted support to those in need.
Publication date: July 2023