Transforming the way you contact us

We’re working on exciting changes to improve how you get in touch with us, making it quicker and easier to get the support you need.

As part of our drive to modernise our customer services, we’re simplifying the way we work behind the scenes so that you experience a smoother, more efficient service when you contact us.

What’s changing?

We’re investing in a new cloud-based phone system, designed to make your calls to us faster and more helpful. We're partnering with a provider called Ciptex to build this new system, which will be fully integrated with our internal tools. That means when you call us, the person you speak to will have the right information at their fingertips to help you more quickly.

How will it help?

Here are just a few of the benefits you’ll notice:

• Calls will be routed more efficiently, and our team will have quicker access to your information to help resolve your issue
• You’ll be able to speak your card number out loud when making a payment, making the process more accessible and automated
• If you’ve got something like an uncontainable leak, our team will be able to see what’s happening using your phone’s camera. That helps us understand the issue faster and send the right person with the right tools the first time
• However you contact us, we’re working to make sure the experience is seamless - whether you call, email, or use another channel.

What’s next?

The first phase of this new system is already underway and we’re aiming to roll out further improvements in early 2025. We’ll keep you updated as we go and we’re excited for the difference this will make to your experience.

If you’d like to learn more, please get in touch with our team.