Hartlepool Water

Case study


Hartlepool Water keeps good customer service flowing with IVR payments from Encoded

One of the top water companies in the UK and part of Anglian Water, Hartlepool Water serves 100,000 residents as well as businesses and industrial plants throughout the North East of England. It is regulated by Ofwat and its long-term strategy, ‘Love Every Drop’ is designed to find better, more sustainable ways of delivering and using water services. Since 2007, Hartlepool Water has relied on Encoded IVRInteractive voice response is a technology that allows a computer to interact with humans through the use of DTMF tones input via keypad. technology to automate the growing number of credit and debit card payments and maximise its resources. The solution has enabled the organisation to release significant time savings that allow customer service agents to engage closely with consumers and deliver a highly personalised service. Today, Hartlepool Water uses Encoded to handle around 40,000 calls and 12,000 automated payments every year.

Products Used:

  • Interactive Voice Response (IVR) Payments
  • Web Payments



“Without a shadow of doubt, Encoded has enabled us to create a highly efficient environment that has boosted employee morale and increased customer confidence. It has tangibly contributed to our regulatory compliance programme and positively impacted our overall performance. In short, we expect the professionalism and ongoing support we receive from the Encoded team, together with their constant product innovation, to help us maintain our prominent position in the marketplace and reputation for exceptional customer service”

Julie Hall,

Billing and Income Manager at Hartlepool Water