Recently, I underwent a separation from my husband, who now resides elsewhere.
As part of this transition, I've been handling the household bills, transferring them into my name and ensuring everything is sorted.
Dealing with United Utilities has been a bit challenging. Initially, they weren't very cooperative when it came to separating our accounts. Additionally, we are on Watersure due to our son's condition; he is autistic and faces continence issues. Our son receives full care Disability Living Allowance (DLA) until 2028 because of his needs.
Despite our ongoing situation, United Utilities now requires me to provide a recent letter from a medical professional confirming my son's continued incontinence. This requirement is distressing for both him and me. I worry that scheduling new appointments to meet their demands might negatively impact the progress he has made in managing his condition.
I find it frustrating that United Utilities cannot simply transfer our Watersure status from the previous account. I've expressed this concern to their customer support representatives, but they haven't been very receptive. Instead, they enrolled me in "IE Hub" for assistance with payments.
In my opinion, Watersure should be based on need rather than means testing. I've already provided substantial evidence of our need in the past. I'm hesitant to subject my son to further embarrassment by arranging new appointments related to his continence.
What would you do in this situation? And does it seem appropriate to be directed to a payment assistance organisation when seeking entitlements that aren't means-tested?