At Pozitive Water, we are committed to delivering inclusive and accessible services to all our non-household customers — including those who may be experiencing vulnerable circumstances, whether temporarily or long term.

Our Vulnerability Strategy has been developed in line with Ofwat’s good practice principles for water retailers and reflects best practice across regulated industries. We recognise that vulnerability can take many forms, including:

• Financial pressures
• Physical or mental health conditions
• Communication or accessibility needs
• Significant life events such as bereavement or loss of premises

We also understand that business customers — such as small enterprises, sole traders and charities — may face unique pressures that affect their ability to engage with services or manage utility accounts.

How We Support Vulnerable Customers

To support our customers effectively and sensitively, we have put in place:

• Clear ways to self-identify if you or your business is in a vulnerable situation
• Tailored support services based on individual or organisational needs
• Specialist staff training to ensure empathetic, informed and respectful interactions
• Robust systems and policies to protect customer data and proactively manage cases
• Ongoing strategy reviews to adapt to changing needs and improve customer outcomes

If you or someone acting on your behalf needs additional support, please don’t hesitate to contact us.

External Support Organisations

In addition to the help we can offer directly, we also signpost to trusted organisations that provide free, confidential support:

For Individuals

• Citizens Advice – Financial, legal and consumer rights advice: citizensadvice.org.uk
• StepChange – Debt support and repayment solutions: stepchange.org
• Mind – Mental health information and support: mind.org.uk
• Samaritans – Emotional support 24/7: Call 116 123 or visit samaritans.org
• Cruse Bereavement Support – Grief and bereavement help: cruse.org.uk
• LanguageLine – Interpretation services available on request

For Business’s

We understand that running a business brings additional complexity. The following organisations offer free support specifically for businesses facing hardship or vulnerability:

• Business Debtline – Free, impartial debt advice for small businesses and sole traders: businessdebtline.org
• Federation of Small Businesses (FSB) – Resources and support for small businesses: fsb.org.uk
• UK Business Support Finder – Government schemes, grants and advice: www.gov.uk/business-support
• British Business Bank – Guidance on access to finance for SMEs: british-business-bank.co.uk

Working With You

We are proud to take a transparent, proportionate and customer-first approach to vulnerability. Whether you’re an individual acting on behalf of a business, a small organisation in financial difficulty, or a charity dealing with disruption — we are here to help.

If you need assistance managing your water account or want to register for additional support, please contact our team. We’re also happy to liaise with a nominated representative on your behalf if needed.

How to Contact Us for Vulnerability Support

If you or someone acting on your behalf needs additional support, please get in touch with us. Our dedicated team is ready to assist you with any questions or to arrange tailored support.

You can contact us by:

• Phone:  0800 849 1342. Lines open: Monday to Friday, 9am–5pm
• Email: water.customercare@pe.solutions
• Post: Pozitive Water Customer Care Team One Canada Square Canary Wharf, Floor 10 (North West), London, England, E14 5AB