Delivering Affordability Assistance to water customers: cross sector lessons

The aim of this research was to inform and support the work we are already doing with water companies to make sure more customers who are struggling to pay their water bills get access to the financial assistance they need.

It builds on our Living with Water Poverty (LWWP) project from 2014 in seeking to drive forward measures to improve awareness of water affordability assistance, which we know from our LWWP and subsequent Water Matters 2015 research remains low.

The research was carried out by Sheffield Hallam University’s Centre for Regional Economic and Social Research to help identify and evaluate:

• What new opportunities exist for the effective promotion of water affordability messages, including linking in with other utility sector initiatives
• The effectiveness of these initiatives in other sectors in raising awareness and take-up
• How the most effective approaches might be applied to the water industry
• What constitutes good practice when it comes to communicating affordability assistance information