Clearer, simpler, easier: South East Water rolls out new customer bills
South East Water customers will start receiving a new-look bill this month, making it easier to find important information including the amount owing, payment due date and available support options.
The refreshed bill follows almost 12 months of customer research, design, testing and feedback, with customers helping shape a simpler layout that reduces clutter and highlights the information they need most.
Key improvements include:
- a clearer display of the amount owing
- more prominent payment due dates
- a simplified account summary
- easier access to payment and support information
- a cleaner, less cluttered layout.
South East Water Acting General Manager Customer Experience Bryony Grice said the redesign reflected direct customer feedback and South East Water’s commitment to making everyday interactions easier.
“A water bill is one of the most important communications we send our customers, so it needs to be clear, simple and easy to understand,” Ms Grice said.
“Customers told us they wanted to be able to quickly find key details such as how much they owe, when payment is due and where to go for support if they need it.
“We’ve redesigned the bill around those needs, making important information easier to find and understand. It's important customers can quickly access the information they need and understand the support options available to them.”
South East Water tested the redesigned bill with customers throughout its development, with feedback helping refine the final design before rollout. More than 165 customers participated in bill prototype testing.
A customer information campaign will support the introduction of the new bill and help customers understand the updated layout and where to find important information.
For more information about South East Water’s new-look bill visit Understanding your bill | South East Water.