Hi Erik

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.

Beth Lockley

Web Helpline Team Leader.

From: Erik Ribsskog [mailto:eribsskog@gmail.com]

Sent: 12 May 2014 18:19

To: Q&A Cc: United Utilities Subject: Re: StepChange Debt Charity

Hi,

I contacted you about this around 2009, I think it was. And then you mentioned token-payments untill I got a new job.

You didn’t mention anything about this only being a short-term solution. It’s a bit vague then.

What’s the year-limits for using token-payments? That doesn’t add up, I think, that there is such a year-limit. I apply for jobs all the time, but there has been a finance crisis, that has led to the jobmarket being difficult.

I also don’t agree that this is to do with goodwill. In Norway we have a saying, that an agreement is an agreement.

(‘En avtale er en avtale’).

So eighter there is an agreement, or eighter there isn’t. And agreement should be respected, I think.

So I want to escalate this case please, to your line-manager at Stepchange, if that’s ok. Thanks in advance for sending this case on to your line-manager.

Regards, Erik Ribsskog

On Mon, May 12, 2014 at 10:53 AM, Q&A <contactus@stepchange.org> wrote:

Hi Erik 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. Rory Web Helpline Advisor

Follow us on Twitter http://twitter.com/moneyaware Like us on Facebook http://www.facebook.com/moneyaware Read the MoneyAware blog http://moneyaware.co.uk P Please consider the environment before printing this e-mail.

—–Original Message—– From: Erik Ribsskog [mailto:eribsskog@gmail.com]
Sent: 11 May 2014 14:14 To: Q&A Cc: United Utilities Subject: Re: StepChange Debt Charity Hi, I’ve been paying United Utilities token-payments, (of £1), for years. We have an agreement about that I would pay them token-payments, untill I get a job. And now they want to break this agreement, it seems. So that’s why I’ve sent about this to you now. So that you can tell United Utilities that they can’t break an agreement. I learned about token-payments when I contacted you, (CCCS), around 2009. Best regards,

Erik *

On Wed, May 7, 2014 at 5:55 PM, Q&A <contactus@stepchange.org> wrote: > Hi Erik > > Thanks for taking the time to get in touch with us. > > 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. > > 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. > > I hope this email is helpful, please let me know if there is anything else I can do for you. > > > Dan > Web Helpline advisor > > > > > Follow us on Twitter > http://twitter.com/moneyaware > > Like us on Facebook > http://www.facebook.com/moneyaware > > Read the MoneyAware blog > http://moneyaware.co.uk > > Please consider the environment before printing this email. >  —–Original Message—– > * > > Hi, > > I’m refering to your letter of 29/4 regarding this case. > > You write you can’t accept my token payment-offer and that you can’t discuss this in writing. > > I think that you don’t want to keep this in writing could indicate that you have something to hide. > > And I send a copy of this e-mail to Stephchange, so that they can advice me how to go forward with this case. > > And then I’ll contact you back when I’ve heard from them. > > Hope this is alright! > > Yours sincerely, > > Erik * > > > ———- Forwarded message ———- > * > > Hi, > > I want to keep this in writing, please. > > I have been adviced to pay in this way, (by token-payments), by CCCS who are now called Stepchange, I think. > > (Your title is Customer Experience. > > Shouldn’t it be something like Customer Service, I was wondering when I read your letter). > > Regards, > > Erik * > > > ———- Forwarded message ———- > * > > Hi, > > I’m refering to your letter of 15/4, which I recieved earlier this week, (and which I attach a scanned copy of). > > I haven’t really sent you an e-mail, on 14/4, (about you contacting me by phone). > > I sent you an e-mail on 13/4, (see in the forwarded e-mail). > > I sometimes blog about budget-stuff, and I wondering if someone have sent you a funny e-mail, after reading about budget-stuff, on my blog. > > You should just focus on the forwareded e-mail, and ignore the other e-mail, (that you say you got on 14/4). > > Hope this is alright! > > Yours sincerely, > > Erik * > > > ———- Forwarded message ———- > * > > > Hi, > > I asked for this case to be escalated to David Rudd’s line-manager. > > It doesn’t seem to me, that this has been done. > > So it seems to me, that you have some problems, with your organisation. > > So what I’m going to do, is that I’m going to send you a payment today, for £1, (I’ll pay on your website). > > Then I’m going to continue to pay £1 a month, (by the 13th of each month), like previously agreed. > > (Untill I find a new job. > > Since I’m unfortunately unemployed). > > > Hope this is alright! > > Yours sincerely, > > Erik * > > > On Thu, Apr 10, 2014 at 8:55 AM, United Utilities <
Customer.service@uuplc.co.uk> wrote: > >>         [image: United Utilities] >> >> Dear Mr * >> >> >> >> Our ref: CAS14-0025-9159 >> >> >> >> Thank you for your contact received on 3 April 2014 regarding your >> offer of payment on your water account. >> >> >> >> Your offer of £1.00 per month is too low for me to set on your >> account as it will not clear your outstanding balance. >> >> >> Your account is currently with Concilia Debt Recovery, please contact
>> them on 0845 309 4092 to discuss a suitable payment arrangement. >> Failure to make payments on your account will lead to further debt action. >> >> If you are having difficulty with making your payments then please do
>> not ignore this letter. You could be eligible for one of the Payment >> Assistance Schemes we offer here at United Utilities. You can find >> some information about these schemes at
unitedutilities.com/home-diffuculty-paying-bill. >> >> >> >> If you prefer you can make an appointment at your local Citizens >> Advice Bureau and they can complete a financial statement for you. >> >> >> Please be aware that we also share information about your payment >> behaviour with a Credit Reference Agency. For more information see >> unitedutilities.com/personaldetails. >> >> I trust the information provided will be of assistance to you. >> >> >> >> Yours sincerely >> >> >> >> David * >> >> Customer Advisor >> >> >> >> >> >> If you need to contact us again, here are some options: >> >> >> >> 1.   Visit our website
unitedutilities.com<http://www.unitedutilities.com/default.aspx>where you can register with >> MyAccount >> <https://myaccount.unitedutilities.com/secure/Pages/login.aspx>to >> manage youraccount online or complete the Contact Us >> <http://www.unitedutilities.com/Contactus.aspx> form >> >> 2.   Call us on 0845 746 2034 – our office is open Monday to Friday 8.00 >> am to 8.00 pm, and Saturday 8.00 am to 5.00 pm. >> >> 3.   Write to us at: United Utilities, PO Box 457, Warrington, WA55 1DR >> >> 4.   Click reply to this email >> >> © United Utilities Group PLC 2013 >> >> >> ——————- Original Message ——————- *From:*Erik >> Ribsskog >> *Received:* 03/04/2014 15:34 >> *To:* United Utilities >> *Cc:* CONTACT-US@dwp.gsi.gov.uk;
Contact-Us@jobcentreplus.gsi.gov.uk >> *Subject:* Your letter of 27/3/Fwd: Your response from United >> Utilities >> CAS14:00083000000173 >> >> Hi, >> >> I’m refering to your bill from 27/3, (my account number is: * in the letter). >> >> I’m still unemployed, and on a budget. >> >> So I can only offer to pay token-payments of £1, (like in the last >> years), a month, untill I get a job. >> >> Then I’m going to set up a new budget and contact you back. >> >> At the moment I haven’t gotten my jobseekers-allowance from 31/1 to >> 21/2, and not eighter from 6/3 to todays date. >> >> But I hope to get these moneys as soon as possible, but I >> unfortunately can’t say exactly when, since the Jobcentre seems to be
>> a bit poorly organised, (at least this is my opinion, from being >> unemployed for years now). >> >> Hope this is alright! >> >> Yours sincerely, >> >> Erik * >> >> >> ———- Forwarded message ———- > * >> >> Hi, >> >> I don’t have any credit on my mobile now, you see. >> >> But I’ve read on a message board on the internet, that Concilia is >> really a part of United Utilities, so I wondered if you could just >> forward this e-mail to them. >> >> Thanks in advance for any help! >> >> Best regards, >> >> Erik * >> >> >> On 3/31/14, United Utilities <Customer.service@uuplc.co.uk> wrote: >> > >> > [image: United Utilities] >> > >> > Dear Mr * >> > >> > >> > >> > Our ref: CAS14-0022-7742 >> > >> > >> > >> > Thank you for your contact received on 25 March 2014 regarding your
>> > water account. >> > >> > >> > >> > Your account is currently with Concilia Debt Recovery, please >> > contact them on 0845 309 4092 to discuss a suitable payment arrangement. >> > >> > >> > >> > We may be able to help you with one of the schemes that we have >> > available for people who are experiencing financial difficulties. >> > Please call this office on 0845 746 2034 and a member of our >> > specialist team will be able to help you. If you prefer you can >> > make an appointment at your local Citizens Advice Bureau and they can complete a financial statement for you. >> > >> > >> > >> > Failure to make payments on your account will lead to further debt action. >> > >> > >> > >> > Please be aware that we also share information about your payment >> > behaviour with a Credit Reference Agency. For more information see >> > unitedutilities.com/personaldetails. >> > >> > >> > >> > I trust the information provided will be of assistance to you. >> > >> > >> > >> > Yours sincerely >> > >> > >> > >> > Amanda * >> > >> > Customer Advisor >> > >> > >> > >> > >> > >> > If you need to contact us again, here are some options: >> > >> > >> > >> > 1.   Visit our website
unitedutilities.com where you can register with >> > MyAccount to manage your account online or complete the Contact Us >> > form >> > >> > 2.   Call us on 0845 746 2034 – our office is open Monday to Friday 8.00 am >> > to 8.00 pm, and Saturday 8.00 am to 5.00 pm. >> > >> > 3.   Write to us at: United Utilities, PO Box 457, Warrington, WA55 1DR >> > >> > 4.   Click reply to this email >> > >> > © United Utilities Group PLC 2013 >> > >> > >> > ===================================================================

>> > = ====================================================

>> > The information contained in this e-mail is intended only for the >> > individual to whom it is addressed. It may contain legally >> > privileged or confidential information or otherwise be exempt from >> > disclosure. If you have received this Message in error or there are
>> > any problems, please notify the sender immediately and delete the >> > message from your computer. You must not use, disclose, copy or >> > alter this message for any unauthorised purpose. Neither United >> > Utilities Group PLC nor any of its subsidiaries will be liable for >> > any direct, special, indirect or consequential damages as a result >> > of any virus being passed on, or arising from the alteration of the
>> > contents of this message by a third party. United Utilities Group >> > PLC, Haweswater House, Lingley Mere Business Park, Lingley Green >> > Avenue, Great Sankey, Warrington, >> > WA5 3LP Registered in England and Wales. Registered No 6559020 >> > www.unitedutilities.com
www.unitedutilities.com/subsidiaries >> > =================================================================== >> > = ==================================================== >> >> >> =====================================================================

>> = ==================================================

>> The information contained in this e-mail is intended only for the >> individual to whom it is addressed. It may contain legally privileged
>> or confidential information or otherwise be exempt from disclosure. >> If you have received this Message in error or there are any problems,
>> please notify the sender immediately and delete the message from your computer. >> You must not use, disclose, copy or alter this message for any >> unauthorised purpose. Neither United Utilities Group PLC nor any of >> its subsidiaries will be liable for any direct, special, indirect or >> consequential damages as a result of any virus being passed on, or >> arising from the alteration of the contents of this message by a >> third party. United Utilities Group PLC, Haweswater House, Lingley >> Mere Business Park, Lingley Green Avenue, Great Sankey, Warrington, >> WA5 3LP Registered in England and Wales. Registered No >> 6559020 www.unitedutilities.com >> www.unitedutilities.com/subsidiaries================================= >> = >> ===================================================================== >> = >> ================ >> > > —————————————————————– > This message may contain confidential information and is intended for the addressee only. > If you have received this information in error, please return it to us
> and delete it from your computer. > Although StepChange Debt Charity operates anti-virus programmes, it > does not accept responsibility for any damage whatsoever that is caused by viruses being passed. > As emails are not a secure method of communication StepChange Debt > Charity does not accept legal responsibility for the contents of this message. > Foundation for Credit Counselling, trading as StepChange Debt Charity,
> Wade House, Merrion Centre, Leeds LS2 8NG. Company No. 2757055, Charity No. 1016630.