Dee Valley says that customers can look forward to new customer service initiatives, low bills and investment as the company joins forces with Severn Trent.
The pledge came as Dee Valley was welcomed into an enlarged Severn Trent for the first time.
Liv Garfield, Severn Trent Chief Executive, said: “This is all about working together for the benefit of Dee Valley’s customers. We’ve committed to bringing in new initiatives like 24/7 customer service while also expanding our support for vulnerable customers, and investing in the network.”
Severn Trent says that its offer for Dee Valley customers will include:
• Extending support for vulnerable customers by providing a range of discounts for those who need help paying their bills. Some customers can get up to 90% off their bills if all other ways to help have been exhausted;
• Launching 24/7 customer support so people can contact them at any time of the day, through a range of channels, including web chat, social media, telephone and email;
• Equipping and training frontline teams so they can use new technology to help improve operational response times for customers;
• Sharing half of any wholesale cost savings with customers, which will be reflected in future bills helping to keep them low.
Both businesses have strong track records of keeping bills low. Severn Trent has the lowest average combined clean and waste water bills in the UK, and Dee Valley has one of the lowest average water bills in the country.
