Yorkshire water - TellJO

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Yorkshire Water

27% respondents qualified for social tariffs and 97% consented to a payment arrangement

The client

In a first direct partnership with the water sector, Yorkshire Water partnered with TellJO to understand why customers may have missed payments and to improve the support offered to people in Yorkshire who may be struggling financially.

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What we did:

After a successful pilot in autumn 2023, Yorkshire Water rolled out our digital wellbeing checks to more than 12,000 customers in 2023-24, inviting them to get the help they need. Yorkshire Water used the data from TellJO’s wellbeing checks to help set up affordable payment plans, help customers join debt relief and support programmes and adding them to the Yorkshire Water Priority Services Register.

Key outcomes:

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27% of TellJO respondents

were able to get water social tariffs

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97% completed wellbeing checks

consenting to paymenty arrangement

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1900% return on investment

for Yorkshire Water

Plus:

  • 17% wellbeing check completion rate with hard-to-reach groups
  • £59.48 average additional payment to arrears as a result of TellJO wellbeing check
  • For every £1 spent on TellJO, Yorkshire Water made £20.
Client feedback:
As an organisation we care about the wellbeing of our customers, and we feel this is a great way for customers to communicate with us exactly how they are feeling and give them the support they need. Everybody’s circumstances are different and through the first phase of this pilot more than 1,000 signposts to external help have been offered, assisting customers to get back on top of their finances and any other areas where they may require additional support. In addition, we have been able to directly provide water bill support via bill reductions, debt support schemes or tailored payment arrangements.
bullet icons Claire Gott Community Engagement Manager Yorkshire Water

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