BSI Kitemark™ for new standards of customer inclusion

Wessex Water’s commitment to supporting customers has been rewarded with the coveted BSI Kitemark for Inclusive Service.

In order to achieve the certification, we underwent a rigorous audit that examined our support for customers who need extra help – be it financial, emotional or practical – to ensure those services are fully inclusive and accessible to all.

The Kitemark recognises that we can all become vulnerable at any time, whether through disability, ill health, financial hardship, mental health issues or life events such as relationship breakdowns. With the right practices in place, consumers can access trusted services when they need them most.

BSI assessors identified comprehensive vulnerability support at Wessex Water, including training and tailored tariffs for customers with varying financial needs or difficulties.

Other key strengths recognised were data-sharing partnerships with SSEN, National Grid and fire services, plus strong community engagement, outreach programmes and accessibility accreditation for this website.

Effective customer insight and engagement was noted by the auditors, as were the company’s structured complaint handling. Assessors also praised our robust public relations and awareness campaigns, promoting the Priority Services Register and its range of affordability schemes.

Wessex Water Customer Director Sue Lindsay 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, said: “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. The company’s commitment to continually improving accessibility and providing tailored support reflects best practice in the sector.

“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.”