A new billing system launched this year by Great Western Water has failed, with the firm writing to customers this week saying some bills will be delayed.
The new system was launched with the firm saying it would “deliver a better experience for our customers”.
As part of the upgrade, it introduced My GWW, an online account that replaced My Account and My Water.
GWW’s general manager, customer experience Rohan Charrett said in May that the upgrades are part of the firm’s “commitment to delivering value for customers”.
“We’re excited about delivering an improved customer experience through easy-to-understand bills, more flexibility to manage water accounts online, and new measures to keep our customers’ personal information safe and secure.”
This week, GWW wrote to customers saying there has been a delay in issuing quarterly bills and assuring bill payers they “will have plenty of time to pay”.
“This delay is the result of technical issues following our move to a new billing system,” says GWW.
“We’re working to resolve these issues. We’re sorry this has happened and we’re doing all we can to minimise further delays. Importantly, you will be given enough time to pay any late bills and your water supply will not be affected.
“If you’re calling our customer service team, please bear with us as we’re experiencing longer-than-usual wait times.”
Those who have received a a GWW bill are asked to pay it.
