Data sharing puts customers on the right tariff

A new way to make sure South East Water customers are paying the correct charge for their tap water has been launched in partnership with a council in Kent.

The project involves Tunbridge Wells Borough Council sharing data with the tap water supplier to identify households on low income who are eligible for a social tariff. This tariff makes sure their water and sewerage bill is capped.

It works by matching data available to the local authority with account details held by South East Water – the company which supplies 2.2 million customers across its region covering parts of Kent, Sussex, Surrey, Hampshire and Berkshire.

The data share was made possible by the Digital Economy Act 2017 which allows personal information to be shared across organisations with the aim to help consumers who may be struggling with personal finances.

It means customers will be automatically transferred to the social tariff without a need to apply.

South East Water’s Customer Service Director Tanya Sephton said: “We are pleased to be working in partnership with Tunbridge Wells council on this project. It means our customers will get the assistance they need without delay or having to seek that help directly. We have already worked with councils and Third Sector organisations such as Citizens’ Advice for many years to encourage those eligible to come forward. However, we cannot assume all our customers on a low income seek support and advice, so this system will make sure those who meet the criteria are on the correct tariff.”

Tunbridge Wells Borough Council Leader Tom Dawlings said: “I am pleased the Council is able to join with South East Water in this scheme to help customers on low incomes who are eligible for the social tariff.

“There will be residents who may not know about the social tariff or may be reluctant to apply and they will now be switched to that tariff automatically. This will be a real benefit to those residents struggling financially.”