What we offered
This year we have again received the Customer Service Excellence award and achieved the Service Mark with distinction from the Institute of Customer Service, one of only 15 companies to hold the accreditation to this level. Separately, the Institute runs a survey of customers and we have set ourselves the challenge of being in the top 20 UK service providers on the Institute of Customer Service survey by 2025.
Our tailored assistance programme (tap) continues to offer customers financial support through a range of schemes and low-rate tariffs, to help them afford their ongoing charges and repay their debt. Just over 15,000 customers are receiving discounts of up to 90% through our Assist tariff. More than 22,000 low income pensioners are receiving at least £60 off their bill.
Launched in summer 2020, the Wessex Water Foundation provides funding to projects that bring people together and build stronger communities. Working in partnership with community foundations across our region, our foundation has already supported a variety of groups in local communities.
During 2020-21 we launched a digital water use calculator tool – GetWaterFit – that helps customers to understand their usage and order free water saving devices. In addition to our 16 permanent refill points in towns across our supply area, we plan to install an additional nine refill points over the next few months as part of a major relaunch campaign to encourage a reduction in single-use plastic. We are also trialling an in-house Leaky Loo service to help customers identify and fix leaking toilets.
We engage extensively with our customers and stakeholders, both in day-to-day business and for specific programmes of work. Our Young People’s Panel of sixth formers from schools and colleges across our region has just completed its fifth year. Despite the challenges of undertaking the programme entirely online this year, the panel successfully worked on a customer-facing campaign on hard water.