News
Special Care Customers
Interruptions to your water supply I The benefits of a water meter I Getting help with your metered water bill I Knock Knock - who's there? Be stranger aware! I Passwords I Help with reading/understanding your bill I Typetalk I Home service I Help from a friend or relative I AquaCare insurance I Getting information I Advice on specially adapted appliances I Useful address and phone numbers I How to register or contact us I
We’re here to help
We aim to give the best service to all our customers, but we understand that there are some customers who need more help and we are committed to providing these services, at no extra cost. This page will tell you about these services and how to register for them. Click here for a copy of the registration form.
Our Customer Service staff are fully trained and here to help.
Call 01202 590059 between 8am and 6pm from Monday to Friday and between 9am and 2pm on Saturdays.
If you call outside these hours, for an emergency, we will respond to your call.
Interruptions to your water supply
We will take extra care not to interrupt your water supply. However, sometimes we have to turn off the water to carry out essential repairs, or because of an emergency.
If so, we will let you know:
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where you can get an emergency supply of water.
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when your water will be turned back on.
Please tell us on the form if you or anyone in your home has a medical condition that may put you at risk if your water supply is turned off.
If the water is turned off because of an emergency, we will not always be able to warn you. We will take extra care to tell customers with special requirements about plans to interrupt the water supply.
The benefits of a water meter
There are many customers who would save money by having a water meter installed. If you live alone, or you use very little water, it may benefit you to have a meter.
For information about water meters, click here , fill in the form or phone our Customer Service team on 01202 590059. They will be able to advise you about possible cost savings.
We will read your meter every six months. If you would like us to read your meter more frequently, please fill in the form.
Getting help with your metered water bill
‘WaterSure’ is a special tariff designed to help low income customers, by capping charges for both drinking water and sewerage services. This special tariff may apply if the person who pays the bill or someone else in the household receives a state benefit or tax credits, and either:
· someone in the household has a medical condition that means they use a lot of extra water, or
· the household contains three or more children under 19.
For more information, please contact our Customer Service on 01202 590059 or to view the application form click here.
Knock Knock - who's there? Be stranger aware!
You need to be aware that some people who call at your home may pretend to represent us. Our staff all carry a personal identification card and wear a uniform. They will be happy to wait while you contact us to confirm they are genuine. Our vans have the Bournemouth and West Hampshire Water identification on them.
If you are not sure, do not let them in. Call us on our helpline on 01202 597137, and we can advise you before you let someone into your home. Our Customer Service team are there to give help and advice.
Passwords
For extra peace of mind you can set up a password with us. Our staff will use this whenever they visit or contact you. If you would like a password, please tell us on the form.
Help with reading/understanding your bill
There are several ways we can help you to read and understand your bill. If you need help reading your bill, we can send you a copy in large print, in Braille, or on tape.
You can register with us, and we will read your bill to you over the phone. This means that we will phone you before we issue the bill, to let you know how much it will be and answer any questions you may have.
Typetalk
We are registered with Typetalk, the national phone relay service run by the Royal Institute for the Deaf (RNID) and funded by BT. This helps people who have hearing or speech difficulties to communicate with us.
To use Typetalk from an ordinary phone, simply dial 18002 before the number you want to call. Using a textphone, dial 180014 before the number you want to call.
Home service
We offer a home visiting service for disabled or elderly customers who need help with reading and understanding their water bills.
If you would like a visit from us, please phone 01202 590059.
Help from a friend or relative
If you cannot look after your own affairs because you are in hospital, or for any other reason, you can choose a friend or relative to receive your bills for you.
The person you name will not have to pay your bill, but we allow extra time for him or her to contact us to discuss your situation. Ask someone you trust and then let us know his or her name, address and phone number.
AquaCare insurance
AquaCare can provide emergency and maintenance cover on plumbing and drainage services, inside and outside your home.
It can also provide a complete plumbing and gas heating service. (Other companies can provide similar services.)
Getting information
We have information available to you in a range of leaflets:
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The standards we must reach and the compensation we pay for failing to reach those standards.
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The different ways you can pay your bill.
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What happens if there is a leak on your water supply?
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Our code of practice on the recovery of an outstanding debt.
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How you can make a complaint about our services.
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How to ask for a meter to be fitted.
These leaflets are available on request by calling Customer Service on 01202 590059, or can be found on 'Company Publications' on this website.
Advice on specially adapted appliances
There are aids, adaptations and equipment which can make it easier for you to use baths, showers, and appliances which use water in your home.
For information and advice on what is available, contact your local authority social services department and ask for the occupational therapist or community-based occupational therapist.
Useful address and phone numbers
Local social services:
Bournemouth
9 Madeira Road, Bournemouth, BH1 1QN
Phone: 01202 458000
Minicom: 01202 458750
Website: www.bournemouth.gov.uk
E-mail: caredirect@bournemouth.gov.uk
Poole
Civic Centre, Poole, BH15 2RU
Phone: 01202 633902
Minicom: 01202 261154
Website: www.poole.gov.uk
E-mail: sshelpdesk@poole.gov.uk
Dorset County Council
County Hall, Colliton Park, Dorchester, DT1 1XJ
Phone: 01305 251000
Minicom: 01305 267933
Website: www.dorset.gov.uk
E-Mail: dorsetdirect@dorsetcc.gov.uk
Wiltshire County Council
27/29 Milford Street, Salisbury, SP1 2AP
Phone: 0300 456 0111
Minicom: 01380 732126
Website: www.wiltshire.gov.uk
E-Mail: customerservicessouth@wiltshire.gov.uk
Hampshire County Council
The Castle, Winchester, Hampshire, SO23 8ZB
Phone: 0845 603 5638
Minicom: 0808 100 2484
Website: www.hants.gov.uk
E-Mail: info@hants.gov.uk
The Royal Association for Disability and Rehabilitation and the Living Well Foundation believe that everyone has the right to be independent and equal. They can provide information and guides for disabled people and their families, including sources of advice on equipment and adaptations.
Royal Association for Disability and Rehabilitation (RADAR)
12 City Forum, 250 City Road, London, EC1V 8AF
Phone: 020 7250 3222
Mincom: 020 7250 4119
Website: www.radar.org.uk
E-mail: radar@radar.org.uk
Disabled Living Foundation
380-384 Harrow Road, London, W9 2HU
Helpline: 0845 1301977
Website: www.dlf.org.uk
E-mail: info@dlf.org.uk
How to register or contact us
To register for any of our Special Care services, please fill in the ‘Registration form’
Customer Service: 01202 590059
Website: www.bwhwater.co.uk
Bogus callers helpline: 01202 597137
To report a water leak: Freephone Leakline 08005 878979
E-mail: customerservice@bwhwater.co.uk.
