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South East Water joins tech-led debt support pilot

by Karma Loveday

South East Water has become one of the first utilities to be part of a national technology-led pilot project to connect customers in debt to a one-stop shop service for long-term financial solutions.


The company has joined the Money and Pensions Service’s Money Adviser Network which uses technology to simplify the process of putting customers in touch with independent advisers quickly, and allows customers to share their financial information easily and confidentially online.


The pilot is testing three innovations:

• a virtual contact centre – linking customers to the agency with capacity to give immediate support there and then;

• using open data – with open banking solutions, validation of the customer’s financial position will be simpler and will speed up the process of understanding their financial position; and

• improved creditor feedback – technology will support providing more updates and engagement with the customer through the debt advice journey.


Head of customer experience and strategy, Andy Clowes, said: “South East Water is doing all it can to support its customers in the current climate and this is an additional way of ensuring they get the support they need when they need it most. We are confident that this referral process supported by StepChange, Money Advice Trust and Citizens Advice will give our customers the chance to obtain the support they need to get back on track in a way that suits their circumstances.”



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