Welsh Water partners with Plain Numbers
Dŵr Cymru Welsh Water, the not-for-profit water and wastewater company serving more than three million people across Wales and parts of western England, has entered a new partnership with Plain Numbers.
The partnership will see Welsh Water colleagues trained as Plain Numbers Practitioners, embedding the Plain Numbers Method across customer-facing communications - including bills, payment information and support for customers who may be struggling.
About Welsh Water
Welsh Water is owned by Glas Cymru and operates with no shareholders, reinvesting surpluses directly into services and keeping bills as low as possible for customers. Clear, understandable communication sits at the heart of that commitment -particularly for the many customers who find numbers difficult or overwhelming.
The Numeracy Challenge Facing UK Customers
Research shows that almost half of working-age adults in the UK have numeracy skills at primary-school level, while one in five feels anxious when dealing with numbers. For a utility company, where customers regularly receive bills, usage data and payment information, that gap can create real barriers to understanding and action.
What This Means for Welsh Water Customers
By adopting the Plain Numbers Approach, Welsh Water aims to ensure every customer - regardless of their confidence with numbers - can make sense of the information they receive and feel supported in managing their account.
Sarah Sebburn, Vulnerable Customer Manager at Dwr Cymru said: “We’re committed to making our bills and supporting communications as clear and easy to understand as possible, so every customer can feel confident in understanding the information and managing their account. Partnering with Plain Numbers aligns closely with our vulnerability strategy in helping us remove barriers and present information in a way that works for everyone. This partnership is an important step to ensure we recognise and support customers’ individual needs and continue to provide inclusive, accessible support to all our customers.”
Mike Ellicock, Chief Executive at Plain Numbers shared:
"Welsh Water's not-for-profit model means that improving customer outcomes isn't just good practice, it's central to their purpose. We're delighted to be working with them to make sure their communications work as hard as possible for every customer they serve”.