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Special
Services At Portsmouth Water we aim to provide a high level of service to all our customers. We want to ensure that wherever possible, the needs of our older and disabled customers are catered for. We have introduced a range of special services, free of charge and available on request. These have been primarily designed to meet the needs of our elderly and disabled customers. However, these services are available to all customers. Special Services Available COMMUNICATION HELP FOR THE DEAF/SPEECH IMPAIRED To enable our customers who are deaf or have speech problems to communicate with us, and us with them, we have installed a minicom telephone unit in our Customer Services Department, 0845 7585873. Wherever possible, the call will be answered by a member of staff in the Customer Services Department. However, if necessary, the unit will answer incoming calls and automatically send a brief answer-message. The customer can then leave a message or a request for us to phone back (via the minicom system). If a message is left we will confirm receipt of it. Details on minicom telephones for the deaf/speech impaired are available from the Local Authority Social Services Department. Sensory
Impairment Team If you live outside the Portsmouth area you should contact the Social Services Department nearest your home. The phone number and address will be in your telephone directory. Customers can also communicate with us via e-mail. Our contact address is here.
Advice and Information for Water Fittings There is a range of adaptations and equipment that may make water using appliances and apparatus easier for you to use. For information and advice on what is available, possibly free of charge, you should contact your Local Authority Social Services Department and ask for the occupational therapist. Portsmouth
Social Services Department If you live outside the Portsmouth area you should contact the Social Services Department nearest your home. The phone number and address will be in your telephone directory. Adaptions and equipment are also available for private purchase and information can be obtained from the Frank Sorrell Centre, Southsea. Telephone: 023 9273 7174 / 023 9283 1214. Other organisations who provide general information and help are: Disabled
Living Foundation Royal
Association for Disability and Rehabilitation (RADAR)
Sending Your Bill We can telephone you to let you know the amount of your bill before we send it. Also, if it would be helpful, you could nominate someone else for us to send your yearly bill to (perhaps a relative or friend). Your nominee would not be liable for your bill but could let you know the amount and date of the payment(s) required and possibly send the payment for you. Should the bill remain unpaid, any reminders would also be sent to your nominee. Circumstances beyond your control may prevent you from paying your bill - for example, a stay in hospital. Even if you do not wish a nominee to regularly receive your bill, you may like to give us the name of someone we could contact if your bill has not been paid.
Emergencies and Interruptions to Your Water Supply Occasionally we have to interrupt water supplies to carry out essential repairs. We will warn you of these interruptions by delivering a card to you if your household will be affected. Sometimes interruptions are caused by emergencies such as burst pipes. We cannot forewarn you of these, however, we will let you know what the problem is, what action you should take and when normal supplies will be restored. We have developed an integrated computer system which ensures that the information on customers with special needs is available to all employees with a 'need to know' (eg, those dealing with an emergency). If
you have registered as a Customer with Special Needs (eg kidney dialysis
patient) we will, wherever possible, take these needs into consideration
during an interruption or emergency. We will ensure, wherever we can,
that Customers who have hearing or sight problems are individually notified
about the problem. If you have a meter and have difficulty in checking it, we will arrange to read it for you and to let you know the reading.
Identification of Company Personnel All Company Personnel who may have a need to call on Customers carry Portsmouth Water Identity Cards. These cards include a photograph of the holder. You should always check the identity of any caller. If, after seeing the Identity Card you are still unsure, then shut the door and either ring the Police or our Operations Centre, 023 9247 7999. Our Staff will understand your concern and be happy to wait. As an added measure of security you can, if you wish, choose a password known only to you and those who need to know at Portsmouth Water.
Access to our Head Office at Havant A clearly visible ramp is available at our Head Office which leads straight into the Reception Area adjacent to the Customer Services Department. Toilet facilities for the Disabled are also available.
Home Visits At your request, we can arrange a convenient time for a member of Staff to visit your home. Our Staff are trained to answer questions about your water supply, provide advice on water efficiency and assisit with queries about your bill.
What we need to know: We need to know your name and address and which services you would like to use. We would also like to know about your particular situation in order to give you the best possible service. However, we appreciate that some people may not wish us to know certain details so we are requesting additional information on a purely voluntary basis to enable us to help wherever we can. All the information given to us will be held on computer and will be treated as strictly confidential. It will only be released to those within the Company who need to know. Click here to fill in our contact form for a brochure incorporating an application form.
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