Wessex Water has achieved the BSI Kitemark™ for Inclusive Service, recognising the company’s commitment to supporting customers who may need additional financial, emotional or practical help.
The accreditation follows an extensive audit by the British Standards Institution (BSI), which assessed how effectively Wessex Water identifies and supports customers in vulnerable circumstances. The Kitemark acknowledges that anyone can become vulnerable at any stage of life, whether due to disability, ill health, financial difficulty, mental health issues or major life changes.
The assessment highlighted Wessex Water’s comprehensive approach to customer inclusion, including enhanced training for staff and tailored tariffs designed to meet a range of financial needs. The company’s strong community engagement and data-sharing partnerships with SSEN, National Grid and local fire services were also commended.
Auditors noted additional strengths in customer insight, targeted outreach programmes and accessibility improvements across Wessex Water’s corporate website. Structured complaint handling and effective public awareness campaigns promoting the Priority Services Register and affordability schemes were also recognised as examples of good practice.
Industry-leading standards for customer support
Sue Lindsay, Customer Director at Wessex Water, said: “We have a long and proud record of outstanding customer service but we’re always striving to do even better, and the BSI Kitemark is recognition that we’re going further than ever to be inclusive to all and meet best practice.
“We’re thrilled that the team from BSI, who looked in-depth at the work we do every day, saw that the highest standards are being reached.”
Shahm Barhom, Group Product Certification Director at BSI, added: “Supporting all customers, including those in vulnerable circumstances, is absolutely vital. Achieving the BSI Kitemark for Inclusive Service is a significant accomplishment, and Wessex Water should be proud of the leadership the organisation is demonstrating.
“This not only makes it easier for consumers to access products, services, and information but also empowers them to make informed decisions and achieve better outcomes.”
