Gen Z most likely to struggle keeping up with water bills as a result of the cost-of-living crisis

Rachael Merrell, customer service director at Echo Managed Services commented:

“UK households are in the grip of a perfect storm which is creating an unprecedented cost-of-living crisis. As inflation continues to rise, our research shows that young people are disproportionately impacted and as a result are struggling to keep on top of their household bills. All service providers, including water companies, have a responsibility to support their customers through this period.

“For some young people, budgeting and paying bills could be a new experience as they move out of the family home and become financially independent. As they take their first steps towards independent living and registering as a named bill payer, water companies should consider how new generations of bill payers can be reached, and how best to support them. For example, what channels are preferred for communication and payment of bills.

“Water companies can also work with customers to discuss different payment options which can help to establish good budgeting habits which they may not have learnt as part of their formal education. Offering more options on frequency of payment and payment dates could help customers to better match bill payments with their income patterns.

“Water companies have been working with the schools in their communities for some time to help educate the next generation on issues around consumption and conservation. While progress is being made in raising awareness of personal daily usage and the environmental benefits of saving water, shining a stronger light on the connection between consumption and spend could be a valuable step forward for current bill payers who are struggling to make ends meet.