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Vulnerable customer contact

Vulnerable-customer-contact-promise

Customers in vulnerable circumstances often find it more challenging to engage with their water company for a variety of reasons.

These can include financial problems, age, disability, health conditions, language or learning difficulties, poor mental health or a sudden change in circumstance such as bereavement or divorce.

It is fundamental that we provide excellent customer care and are inclusive and accessible to all of our customers, in particular, those who find themselves in vulnerable circumstances, whether in the short or long term.

It is why we are committed to being compliant with BS18477 British Standard each year. We were one of the first utility companies to comply with the standard which shows that a company is inclusive to its customers, including those who are vulnerable.

Unit of measurement

Current performance (17/18)

2025 target 

Not applicable

Compliance with BS18477 and achievement of the Customer Service Excellence award 

Compliance with BS18477 and achievement of the Customer Service Excellence award