Listen Care Share so far

We’re regularly updating this area during the Listen Care Conversation with stories and research, diving deeper into the key issues.

Read more about Listen Care Share, or watch the video below.

Jump to the key themes of the conversation:


Financial vulnerability



The pandemic has hit many customers hard. There can be no doubt that the financial impact continues to bite so we’ve delved beneath the surface to find out what this means and how it feels for customers.

As part of our Listen Care Share conversation, we carried out research in late March on the impact of the pandemic on water customers. We commissioned Panelbase to conduct an online survey of 2,100 bill payers in England and Wales. ICM conducted qualitative research for us – using a three day online panel of 15 participants, with follow up telephone interviews.

Key highlights from our research found some customers are:

  1. Facing extremely challenging situations, with a third of customers struggling to pay household bills. Four in ten customers are worried about money over the next six months. This rises to 54% of those on the lowest incomes. Only a tiny proportion (3%) of customers report receiving financial support from their water provider over the last year.
  2. Making difficult decisions when it comes to paying bills, being three times as likely to pay bills by credit card than ask for support from their company.
  3. Keen to find out more about available support – only 15% were aware of water companies providing financial support during the pandemic. However, when told about it, customersare surprised and pleased to learn that financial support from water companies (and utilities more generally) is available.

‘Natalie’ is a working mum whose working hours change frequently. Find out more about her story.

Our research highlights the very real challenges facing customers.

Some of these customers are newly vulnerable and facing the hurdle of accessing support for the first time. We also heard that some of these customers do not know how to approach people for help or where to look for support. 

While debt and collections leaders in UK utilities report that the amount of debt sitting on utilities books is not sky rocketing, participants in Utility Week research ‘are continuing to brace themselves for a wave of debt…’.

The Office for Budget Responsibility has predicted that unemployment will peak at 6.5% in Q4 2021, if these predictions play out, more customers may become financial vulnerable by the end of the year.

Our research shows customers who need support don’t always know what help is available to them. More needs to be done to anticipate customers’ needs and reach those struggling to pay and their support networks. Easing the financial burden for customers who are struggling could make a huge difference at the time when they might just need it most.

You can join the Listen Care Share conversation on social media, using #ListenCareShare, or email [email protected]

PN 16/21: Customers are more than three times as likely to pay bills by credit card than ask for help

PN 16/21: Mae cwsmeriaid dair gwaith yn fwy tebygol o dalu biliau â cherdyn credyd na gofyn am help


Graphics of late bills, pound signs and a virus

Mental wellbeing


There can be no doubt the pandemic has taken a toll on our mental wellbeing and we wanted to better understand what this means for customers. Our research commissioned in March 2021 found around half (48%) of bill payers report their mental health has been worse over the last year.

We have found a vicious circle has been worsened by the pandemic. Customers in need of financial support are more likely to have poor mental health, but those who struggle with their mental health find it much harder to ask for help with bills.

Our research, carried out as part of our Listen Care Share conversation, showed:

  • While around half of bill payers report their mental health has worsened over the last year, this rises to six in ten (58%) of those who find it hard to cover their bills.
  • Half of bill payers (51%) believe that struggling with mental health makes it harder to ask for help with bills and some are not aware that support exists. For those already facing challenges with their bills, that rises to two-thirds (65%).
  • 4 in 10 (41%) of those who find it hard to pay bills avoid or delay opening bills when struggling with their mental health.

Some parts of the population have been affected more than others.

  • Women are more likely to report worse mental health than men (53% compared to 43% respectively).
  • Younger people aged 18-34 are more likely to report worse mental health than those aged 55+ (55% compared to 43% respectively).

Further research from the Office of National Statistics (ONS) confirms . Their research also shows that those with disabilities or who are clinically extremely vulnerable have had worse mental health over the last year.

Mental health experts are concerned that the mental health impacts will not quickly disappear with the easing of lockdown.

The link between mental health, ability to pay and low awareness of support has become a growing concern. However, our research also suggests that when customers receive support, it can have a positive impact on their wellbeing.

David Black, Interim Chief Executive at Ofwat said:

“Customers who are struggling financially and have poor mental health are less inclined to seek help. Breaking this vicious circle is a difficult challenge to overcome, but one that can be tackled by companies working better with their customers.

“Companies can go even further to promote the services they have available to instill trust in bill payers so that issues can be identified at an earlier stage.

Do you have thoughts on what we have found, or examples of best practice examples of mental health support for customers during the pandemic? You can join the Listen Care Share conversation on social media, using #ListenCareShare, or email [email protected]

PN 18/21: Water companies need to help break the vicious circle for customers struggling with bills and poor mental health


Graphics associated with mental wellbeing, including an anxiety meter, a virus graphic and a hand reaching out to help


Information inequality

Graphics associated with information inequality, including an envelope, mobile phone, an ear, speech bubbles

People without access to digital communications are now even more excluded because so many face-to-face services were suspended during the pandemic. Although the number of digitally excluded has reduced, around 1.5 million households are still not online at all. Others are online but cannot afford data packages that allow them to do the basics. (Source: Digital divide narrowed by the pandemic, but around 1.5m homes remain offline – Ofcom). 

It is not just access to information that has been affected, but the confidence people have in it, too. The Reuters Institute reported a decline in trust in news and information following the onset of the pandemic. (Source: Communications in the coronavirus crisis: lessons for the second wave | Reuters Institute for the Study of Journalism (