Severn Trent is sensitive to issues of affordability, especially given the price increases scheduled for 2005-2010. Severn Trent Water provides flexible payment terms to help customers budget for their water bills in a way that suits their individual circumstances.

Severn Trent Water's WaterSure scheme (formerly called the Vulnerable Household Charge scheme) is a capped charge intended to help metered customers who are experiencing difficulties as a result of high water usage or low income. If a member of a household is in receipt of a benefit and has a medical condition that makes the household use more water, or has three children under the age of nineteen, they may also be eligible for the scheme.

We also make a substantial annual grant to the Severn Trent Trust Fund. The Trust was established in 1997 to help customers who face genuine economic distress and to help them back on their feet. It is registered as an independent charity, and policy and grant-making is overseen by independent trustees.

The Trust's assistance is limited to Severn Trent Water's region, but it is not limited to paying water bills. Applicants may also receive grants to pay other utility bills, council tax or rent, or to buy essential household items. Since 1997 it has received over 57,000 grant applications, and made grants to over 37,000 households. Total donations received by the Trust since 1997 amount to over £22 million, and grants made or designated include: £17.1 million paid to individuals and families, and £1.89 million to support organisational funding, including to organisations dealing with money advice and debt handling.

Severn Trent Water also has a scheme called Access, which offers free services to customers who need special help, such as the elderly and the visually impaired. Over 10,000 customers are registered with the scheme, which includes:

• A password scheme to protect customers from bogus callers - registered customers receive a password which is only used when a Severn Trent Water representative calls at the door.
• Large-print and Braille bills - a reading service, so that customers can have bills or customer leaflets read to them on request.
• A service to notify home dialysis patients about any interruptions to water supply and how long they will last.
• Alternative water supplies if a customer needs water for medication and the water supply is interrupted.

 

People with hearing impairments face many obstacles in their daily lives. We wanted to make it easier for such customers to communicate with Severn Trent Water staff, especially when they have urgent problems such as supply interruptions or leaks. We also wanted to go beyond the legal requirements for the Disability Discrimination Act.

Therefore, we decided to deliver basic sign language and deaf awareness training to some of the STW staff who communicate directly with customers, for example reception staff and field workers. By the end of March 2007, approximately 175 people had completed the training.

The course aimed to give staff an appreciation of the communication difficulties that hearing-impaired people may face. They were also taught some sign language, and to spell the alphabet using finger spelling.

Many of the employees who attended the courses were initially concerned that they would not be able to learn the signs. However, feedback from the participants was very positive, and many were surprised at their own ability and how valuable the course was to them. Some have already had the opportunity to put the theory into practice when communicating with hearing-impaired customers. At least two participants also decided to take the training further, and have enrolled in courses to study British Sign Language in their own time.