South East Water joins forces with National Support Network to help support customers in need

South East Water has partnered with the National Support Network (NSN) to provide its customers with signposting to a range of independent organisations which offer advice on a variety of subjects, from disability and ill health to wellbeing and financial worries.

The National Support Network (NSN) is a comprehensive and free online resource designed to connect individuals with trusted external services, including charities and helplines. It functions as a support hub and directory, offering assistance across a wide spectrum of life challenges, such as housing, relationships, financial stability, mental health, and employment. The hub simplifies finding relevant assistance without needing to search multiple websites. Through the support hub, NSN currently links customers in the south east of England to over 4,400 trusted support services, providing help for over 1,000 different life challenges.

These include national organisations, such as Age UK, MoneyHelper and the Trussell Trust, and also regional support services such as Kent Support and Assistance Service, Mind Mid Kent, FareShare Sussex and the Basingstoke and District Disability Forum. The full list can be viewed on the website: southeastwater.nsn.org.uk(opens in a new tab)

Tanya Sephton, Customer Services Director at South East Water, said: “We recognise that life changes can present challenges for anyone at any time and a change in a personal situation can make someone more in need, either temporarily or for a longer period.

“We are delighted to be working with the National Support Network (NSN) to provide access to a comprehensive, easy access and free support hub for our customers. This new partnership supports our culture of care for our customer experience in everything we do.

“I am extremely proud of our dedicated teams who work tirelessly across the business to support our customers, especially those needing extra assistance.”

​Cat Divers, Founder & CEO​ at National Support Network, commented: “At National Support Network, our goal is to make sure people don’t fall through the gaps when life gets difficult. South East Water’s commitment to improving access to support reflects that same belief – that signposting isn’t an add-on, but a core part of treating customers with dignity and care.

“Too often, people in need don’t know where to turn or are passed between services. By working with South East Water, we’ve been able to help create clearer routes to support, so fewer customers fall through the gaps when they need help most.

“South East Water’s commitment to improving access to support reflects a wider shift towards more compassionate, purpose-driven customer care. It’s encouraging to see organisations embed signposting as a core part of how they support people through challenging circumstances.”

South East Water already provides support for over 162,000 customers via its Priority Services Register (PSR). This is a free service for those who need additional support, and details about what help is available can be found here: southeastwater.co.uk/psr(opens in a new tab)

This year, the industry has set aside £700 million in social tariffs to help people with their water bills. South East Water is working hard to reduce water poverty by 2030 and this includes a range of financial and non-financial support services, data share agreements to know who may need support, and providing water-saving tips and free devices to help save money and water.

The drinking water company’s ambitious Business Plan for the next five years will see it increase by 40% the number of people who receive financial help with their water bill. By 2030 it expects to be helping some 104,000 customers. Currently some 84,000 customers are supported through its Social Tariff and WaterSure scheme.