Introduction
Bristol Water aims to care for all our customers and their families, offering extra consideration for those who are older, have a disability or have particular needs. Our Customer Care Plus register means we can identify and respond quickly to the needs of customers who require extra care. The range of special services we provide are free of charge and are available to anyone living within the Bristol Water region, regardless of whether they are the bill payer. Any information we receive will be treated in the strictest confidence. Only those staff that need to know will have access to the information you provide.
Customer Care Plus Enquiries
If you require more information or have a query about Customer Care Plus, please ring: 0845 600 3600 (Minicom - 0845 605 6585) Mondays to Fridays between 8am and 6pm.
Operations
If you have a water supply emergency, like the loss of water, water quality, a leak or problems with your water supply pipes, please ring: 0845 702 3797 Mondays to Fridays between 8am and 6pm (Emergency service only between 6pm – 8am every day) - Minicom 0800 917 0737
Supply Interruptions
Occasionally we may need to turn off the water supply to carry out essential works. Usually we let our customers know in advance, either by letter or by using our loudspeaker vans. If we have major bursts or other emergencies, we ask the local press, television and radio stations to help us get information to our customers as quickly as possible. However, if you are blind or partially sighted or have difficulties reading or understanding English, we can contact you by telephone. If you have hearing difficulties we can arrange a home visit. Alternatively, we can contact a neighbour to let you know when your supply is likely to be affected. If your water supply is interrupted for more than 24 hours, water bowsers will be located as conveniently as possible to you. We can offer assistance if you are unable to collect water from these bowsers. If you have any problems with your water supply, please ring 0845 702 3797 (0800 917 0737 - Minicom)
Haemodialysis Register
A register of home dialysis users in the Bristol Water area is maintained so that any planned interruptions to water supplies are notified to users providing as much warning as possible to allow alternative arrangements to be made. This register is compiled from information supplied by local health authorities of patients living within the Bristol Water area using home dialysis and names are regularly updated. We write to home dialysis users confirming their registration and ask them to notify us of their dialysing times for operational reasons. We will try our very best to arrange planned work when dialysis is not taking place. We supply a Freephone number to registered customers enabling them to contact our Operations staff, 24 hours a day, 365 days a year, in case of any query or concern.
Meter Reading
If you have a water meter and have difficulty reading it, we can arrange help for you. We offer additional free meter readings to elderly customers and those with additional needs, up to a maximum of four readings per year. The reading will be taken within five working days of the request.
Your Bill
If you have difficulty understanding your bill we can explain it to you over the telephone before sending it. Alternatively, you may prefer us to send your bills and correspondence to a nominated friend, relative or carer who can help you. If you wish to receive your bills in a language other than English, or in large, bold print or Braille, we can arrange this for you. Although we cannot reduce your bill, we can advise you on how to pay it and explain the various payment options available to you.
Hospital Stays
If you need to stay in hospital for a long period of time, we can redirect your bills to a nominated friend, relative or carer to avoid you having to worry about leaving them unpaid.
Password System
All Bristol Water employees carry an identity card, which includes a photograph of the cardholder, their name and a freephone number that you can call to check the caller’s identity. As a further precaution against bogus callers, we operate a doorstep security password. This reassuring service enables you to check whether a caller is genuine or not. If you have any concerns about the caller you should contact the police immediately.
Text Telephone
If your hearing is impaired and you have a text telephone, we have a special number to make it easier for you to call us. For billing queries please ring 0845 605 6585. For water supply queries please ring 0800 917 0737.
Braille and foreign language translation
A selection of leaflets is available in Braille or large print on request. An audio tape with general information about Bristol Water and the services it provides is also available on request. If your first language is not English, or if this is the case for a friend or member of the family, we can arrange to provide information in an alternative language using a special ‘language line’. You can register your preferred language by ringing us on 0845 600 3600. We can also arrange for a selection of leaflets to be translated into a language other than English.
Fishing and Recreation
Bristol Water’s reservoirs offer excellent fishing and have facilities for the disabled. At Blagdon Lake, a ‘wheelie boat’ is available for the use of disabled visitors. Woodford Lodge at Chew Valley Lake has a tackle shop and a restaurant, with easy access for disabled visitors. The Chew Valley Lake Tea Shop on the east side of the lake can also accommodate disabled visitors. For enquiries about fishing at any of Bristol Water’s reservoirs, telephone Woodford Lodge on 01275 332 339. For restaurant bookings at Woodford Lodge telephone 01275 331365. For bookings at Chew Valley Lake Tea Shop telephone 01275 333345.
Advice on equipment using water
Bristol Water is not able to offer advice on equipment which can help make it easier for you to use your kitchen and bathroom appliances but below are a list of organisations that can offer further advice and information.
Age Concern England
Astral House,
1268 London Road,
London
SW16 4ER
Tel: 0800 009 966
website: www.ageconcern.org.uk
Royal National Institute for Deaf people (RNID)
19 – 23 Featherstone Street,
London
EC1Y 8SL
Textphone: 0808 808 9000
Tel: 0808 808 0123
e-mail: informationline@rnid.org.uk
Website: www.rnid.org.uk
Disabled Living Foundation
380 – 384 Harrow Road,
London
W9 2HU
Textphone: 020 7289 6111
Helpline: 0845 130 9177 (10am - 1pm, Mon - Fri)
e-mail: info@dlf.org.uk
Website: www.dlf.org.uk
Royal National Institute for the Blind (RNIB)
105 Judd Street,
London,
WC1H 9NE
Typetalk link: 020 7388 1266
Helpline: 0845 766 9999
e-mail: helpline@rnib.org.uk
Website: www.rnib.org.uk
Registering with Customer Care Plus
If you, a carer, family member or friend would like to register your details with us, please contact customer services on 0845 600 3600 Mondays to Fridays between 8am and 6pm Minicom - 0845 605 6585. All information will be treated in the strictest confidence and will be restricted to our employees or agents who need to know, to be able to deliver the specific services you require. We aim to keep the register updated, but rely on you, a friend, relative or carer to inform us about any changes in your circumstances.
Alternatively click here to download the Customer Care registration form. Once filled out please send FREEPOST to:
Customer Care Plus
Bristol Water
FREEPOST (BS2885)
Nailsea
Bristol
BS48 1FA |
