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Southern water (Reasons for Callling (View your bill, Submit a meter…
Southern water
Reasons for Callling
View your bill
Submit a meter reading
Check your usage history
Tell us you're moving
Change your account deatils
Change of tenant
Pay your bill
Notify a bereavement
Apply for water metre
Surface water rebate
Poor customer service
Poor trained staff
140 employees in call centre
Monthly Customer Service survey
Accessibility
Online chatbox ?
Limited channels
phoneline, opening hours
Billing issues
7 page bill hard to read
Look at the bill
understand the payment mechanism
Examples of good payments (other water services / utilities
How they receive updates/information
letter
phone
Text?
Online Account
Face to face
Service Location
Hampshire
Isle of Wight
West Sussex
East Sussex
Kent
13,700 kms of water mains
Difficulty for Agents
Environments
2 systsem
1 million Household customers
250K online
Payment Methods
Direct debit
Prepaid Metre
Monthly Payments
Annually Payments
2 systems not merge - SW / CAP