Really helpful Essex and Suffolk Water - not!

elliegirl

As things are getting tight, thought I would ring the water companies asking if I could pay in 12 mths rather than 10. Anglia water said yes, Essex and Suffolk no. So I asked what help they give people having difficulties. The answer ....... we cant do anything until you have defaulted a couple of times. I replied that was what I was trying to avoid, what help is there available. They asked if we was in receipt of benefits, I said yes Esa. Hold on a moment, hear the keyboard going. Then she says sorry cant help with taking payments straight from Esa at reduced rate as your not behind with payments. So basically unless I want to default on payments, I have to struggle to pay the bills.
Thought I was being sensible in trying to extend the months but obviously not.

Cardew

The difficulty I suspect is that the accounts for all Utility companies are totally dependant on 'The Computer'.

Unless the computer program can cater for your request( i.e. 12 monthly payments instead of 10) it cannot be done on a bespoke basis.

elliegirl

That's the reason that both companies gave. When I explained to Anglia the problems I was having, they said it would make it awkward but they was willing to do it.

alanfp

This is their DD mandate

https://docs.google.com/viewer?a=v&q=cache:20rAX1A52rkJ:www.eswater.co.uk/_assets/documents/eswDirect.pdf+pay+water+bill+%2212+monthly%22+%22essex+%26+suffolk%22&hl=en&gl=uk&pid=bl&srcid=ADGEEShlysHNUNguDSt5mDvwb14T47S9vCYsMF7n207mdOTr-kZvlOhWOgKktK54_ilWEUsS9j8eLBN6nH65b7k8qMPYIgU5U0BKaNG0kYo2fa-THtZ3H_lnAt2u3lDYIPEO5baxKqlZ&sig=AHIEtbT1lyF1eVT6qKzG6yq1x3UduubIqg

...which says 12 instalments if you're metered - I guess you're unmetered (separate Q. - have you considered getting a meter installed?).

You could repeat your conversation with a 'supervisor' and say thet people on the MSE forum can't believe they are being so unhelpful, perhaps , and ask them how much they spend trying to sort out people who are in arrears.

Gothicfairy

I can promise you one thing,...they don't care what people on MSE think.
Also they don't have to answer any questions about how much they spend trying to sort out non payers. The customer service agent will not even know the answer let alone bother to tell you even if they did.

The whole problem here is that payment plans are not a right and each company can choose to accept them or not. You can't force them to accept certain terms and conditions on the service they supply you.

However if it were me I would look into a trustfund application and that might help cover any arrears to date depending on the amount of the arrears and time scale they have been built up from.

alanfp

Gothicfairy wrote: »

...Also they don't have to answer any questions about how much they spend trying to sort out non payers. ..

Mmmm... I wonder if they DO have to tell you if you ask under a Freedom of Info. request?

Gothicfairy

If you ask under the freedom of info act then that might be different but that is never going to be done over the phone with the call centre staff is it.

Justicia

alanfp wrote: »

Mmmm... I wonder if they DO have to tell you if you ask under a Freedom of Info. request?

Would a FoI request be valid in this situation? Are they not just applicable to councils and the like?" Genuine question.

alanfp

If you get no joy next time you contact them, you could try
[FONT=|______Frutiger-Bold][FONT=|______Frutiger-Bold][FONT=|______Frutiger-Bold]

Consumer Council for Water Eastern
Ground Floor, Carlyle House
Carlyle Road
Cambridge, CB4 3DN

[/FONT][/FONT][/FONT][FONT=|______Frutiger-Bold][FONT=|______Frutiger-Bold]

Tel: [/FONT][/FONT][FONT=|______Frutiger-Bold][FONT=|______Frutiger-Bold][FONT=|______Frutiger-Bold]0845 795 9369 or 01223 323 889

[/FONT][/FONT][/FONT][FONT=|______Frutiger-Bold][FONT=|______Frutiger-Bold]Email: [/FONT][/FONT][FONT=|______Frutiger-Bold][FONT=|______Frutiger-Bold][FONT=|______Frutiger-Bold]eastern@ccwater.org.uk
[/FONT][/FONT][/FONT] who represent consumers.



Begining to stray a little off-topic here...

Justicia wrote: »

Would a FoI request be valid in this situation? Are they not just applicable to councils and the like?" Genuine question.

I think the key part of your Q. is the "and the like". They are a a monopoly supplier of public utility services, which could be interpreted as being 'the like'. However, I think that this Q. has been asked previously at a high level, and the govt. (or information commissioner or similar) has determined that they do NOT fall under the FOI act.

This is an interesting site:
http://www.whatdotheyknow.com/
It shows that even if not covered by the FOI Act, sometimes reasonable requests may get a helpful response, but sometimes get 'we know the answer, but we don't HAVE to tell you, so we won't tell you'.

Cardew

Do you think the firms accurately cost how much is spent chasing non-payers? That is a question! I have no idea; but suspect that they don't know.

Justicia

alanfp wrote: »

I think the key part of your Q. is the "and the like". They are a a monopoly supplier of public utility services, which could be interpreted as being 'the like'. However, I think that this Q. has been asked previously at a high level, and the govt. (or information commissioner or similar) has determined that they do NOT fall under the FOI act.

This is an interesting site:
http://www.whatdotheyknow.com/
It shows that even if not covered by the FOI Act, sometimes reasonable requests may get a helpful response, but sometimes get 'we know the answer, but we don't HAVE to tell you, so we won't tell you'.

Thanks for the info; much appreciated