Josh struggles with his mental health

He suffers from anxiety and struggles to speak to people on the phone. He has ignored his bill for two years but wants to get back on track. He is worried about what might be said to him when he calls.

How we helped

Josh worried about calling, because he thought he would be judged. We reassured him that we understood his circumstances and have helped many customers in similar situations.

We:

agreed a flexible payment plan - to give Josh breathing space until his finances improved
arranged a free home visit - to see how Josh can cut his water usage to reduce future bills
set up an online account - now Josh can make payments, check his balance or set up a direct debit at his convenience
provided independent debt advice - from National Debtline and other organisations that can help
added him to a Priority Services Register - for customers who need extra help with communication, access or health needs

If you can relate to Josh’s story, please get in touch

We know it's not easy making that first contact. Our customer affordability team are understanding and will not judge. Tell us about your circumstances and we'll be in touch with how we can help.

If you prefer to speak to us call 0345 357 2412

Frequently asked questions

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