South West Water Highlights Customer Support During National Customer Service Week

Published On: 9 October 2025Last Updated: 9 October 2025By CornishStuff

As National Customer Service Week gets underway, South West Water is highlighting the range of support available to help customers manage their bills and reduce financial pressure.

Putting Customers First

The company’s customer service team is available six days a week, handling a large number of enquiries every day. From billing queries to financial difficulties, the team provides practical help and advice to ensure customers can access the support they need.

Lesley Horn, Customer Care Manager at South West Water, said:

“Customer service is so important to us here at South West Water, it’s at the core of what we do.

“We’re passionate about getting things right first time and meeting customers’ expectations by being accessible to them.

“This week we’re recognising the incredible work our customer service teams do each day to make customers’ lives easier by helping them to understand what we have to offer and how we can help them.

“We have an incredible selection of help available, tailored financial assistance, water efficiency knowhow and water meter information.

“Our customer engagement team are out and about every day in local communities across the region talking to customers face to face.

“We’re all here to deliver an excellent customer service and put customers the forefront of everything we do.”

Support Available

South West Water offers several ways to help customers struggling to pay their bills, including:

Flexible payment plans to support customers when they need it most
Support tariffs that reduce bills for large families or customers needing extra water for medical treatments, such as dialysis
Grants for unexpected hardships or life-changing events like bereavement or job loss
Tailored debt assistance for those struggling with repayments
Payment breaks of up to eight weeks for customers applying for benefit schemes such as Universal Credit
Free water meters to help customers save money
Free water-saving devices like shower regulators and timers, available by post
Face-to-face support from billing specialists at community hubs, town halls and job centres
Free leak detection and repair advice

‘We’re Here to Help’

Sean, Billing Resolution Specialist at South West Water, added:

“It’s important to make sure our customers are on the correct tariffs and have different payment options to manage their bills.

“We strive to offer support where needed and to make sure our customers are aware of the various services we offer.

“I love my job because having direct contact with our customers means I can quickly and confidently help them to resolve the issues they’re facing.

“Just knowing that we’re there to help gives the customer extra confidence that they will get a fair and positive resolution.

“National Customer Service Week is a great opportunity to celebrate the fantastic work of our teams here, including everyone in billing, leakage or affordability.

“Our whole team is always striving to do the best for all our customers.”