A CAMPAIGNING pensioner has persuaded Thames Water to change its security policy after being blocked from paying a bill for her sick husband.

Grace Brown, from Eynsham, was told she could not pay water bills on her husband Malcolm’s behalf because of security rules, even though he had just suffered a stroke.

It emerged the water firm dealt with six similar calls a day and has now changed its 15-year-old system to make sure people are not left in a similar position again.

Mrs Brown said: “Malcolm worked for Thames Water for 30 years and I worked for them for 15 years, so I called to pay the bill after Malcolm had his stroke.

“I felt angry and frustrated that they would not let me pay the bill.”

Previously, customers were forced to send off paperwork to the company to be able to pay bills or dealing other issues linked to the account.

Now they will be taken through a number of security questions over the phone without going through the long-winded process of mailing proof of identification to Thames Water.

Mrs Brown pointed out the problem to the company after her husband suffered a stroke.

He passed away in September last year.

The 72-year-old worked at sites around Oxford as a personnel manager for the firm.

But according to its 15-year-old guidelines, customers were forced to go through a long-winded process to demonstrate that they had power of attorney.

Natalie Beckerman, Thames Water’s customer service director, said it was Mrs Brown’s call which finally persuaded them to change the policy.

She said: “We have changed our approach to data protection to make it easier for our customers in the most trying of circumstances.

“The volume of calls we now deal with under the new system makes it evident that we needed to change.

“Now if a spouse or carer calls and can answer a series of security questions, we can help with their query for the account holder.

“Bit by bit we are working to become a leading customer satisfaction performer, and we are very grateful to Mrs Brown for helping us with her honest and practical feedback.”

Mrs Brown said she was glad she and her husband, who passed away earlier this year, could help others in their situation.

She said: “I raised this matter with the company, and they listened.

“And they did not just listen, they acted, changing their policy.

“I feel really pleased that I have helped prevent other people in the same situation going through the same difficulty I had. It really is the last thing you need.”

Thames Water decided to change its policy in April.

British Gas spokesman Sara Powell-Davies said the firm already ran a similar system.

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