Thank you for your email, I understand you requested a response from a line manager and I hope to be able to clarify things for you. I know advice about debt can be a little confusing at times.
If you could provide us with your client reference number or your full address I will be able to locate your budget and details of the advice we have given you. However I am able to give you general advice about token payments.
There is no time limit when it comes to a token payment arrangement, it is a way of showing you know the debt is yours, but you are not able to repay it at the moment.
The reason we view it as a short term solution is because creditors are often unhappy with receiving token amounts for a long period of time. Creditors are not obliged to accept a token payment but they often do because they can see by your budget that it is all you can afford. Token payments often provide you with breathing space until you have a change of circumstances, like a return to employment. You mention you are continuing to look for work which shows you are doing all you can in the situation you are in.
If United Utilities are unhappy with the token payment our advice would be to make the payment anyway. It would definitely be beneficial if you returned to us for an updated review of your budget so you can provide them with up to date paperwork. You may find they are more willing to accept a token payment with recent paperwork from us, supporting your offer. The best way for you to review things would be to speak to one of our advisors by calling our Helpline on 0800 138 1111. They are open from 8am to 8pm Monday to Friday and Saturdays 8am to 4pm.
United Utilities do offer a trust fund for customers who are in financial hardship, and may be able to help you with a grant to pay some or all of your arrears. It’s definitely worth looking in to and you can download an application form from their website: www.uutf.org.uk.
Remember if your situation hasn’t changed and you can only afford a small amount, continue to make the payment even if United Utilities are unhappy.
We look forward to your call so we can update your budget and continue to support you with your debts.
Thanks for contacting us, we’ll do everything we can to help you.
It's important to remember that token payments are meant as a short-term solution and any agreements between you and your creditors would be on a goodwill basis only. Your creditors do have the right to take further action with the debts if they decide that the payments you are making aren't enough.
I understand that because of your situation you may not be able to increase payments therefore I feel you would benefit from putting together a new budget with us to see what the best solution is to help you deal with the debts.
You can do this by calling our free Helpline on 0800 138 1111. We are available Monday to Friday 8am to 8pm and Saturday 8am to 4pm and the call is free from landline and all UK mobiles.
I hope this helps, we look forward to speaking to you soon.
> Thanks for taking the time to get in touch with us.
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> I understand from your email that you're currently experiencing financial difficulty with regards to your water and other household bills. This is a situation we can offer you help you with and advise you on.
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> You mentioned in your email that you've previously spoken to us under our old name 'CCCS' if you're an existing client I would advise that you call us so that we can discuss your situation in more detail. Our direct number is 0800 138 1111, we're open Monday to Friday 8am to 8pm, Saturday 8am to 6pm.
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> I hope this email is helpful, please let me know if there is anything else I can do for you.
