Wessex Water supplies water and sewerage services to 2.9 million customers across Dorset, Somerset, Bristol and surrounding areas in South West England.

The company is committed to providing service excellence for customers, employees and stakeholders. In 2015, Wessex Water achieved the BS 18477 for Inclusive Service Provision, which was maintained in 2024. They also retained a long-standing Customer Service Excellence Award. They have a Trust Pilot score of 4.6 based on Independent Customer Reviews.

“The company’s ongoing ambition that ‘Inclusion – a constant quest’ is clearly seen in the diversity of partnerships, and quest to ensure vulnerable customers are identified and included on the PSR.”

— Feedback from British Standard assessors

The Opportunity

Wessex Water had already received an explementary rating in 4/5 areas of their Vulnerability Strategy assessment by Ofwat. However, they were keen to seek an external, objective review from vulnerability experts for continuous improvement. They engaged Helen Pettifer Training to recommend further enhancements, based on customer insights and lived experiences.

Why Helen Pettifer Training?

Several years ago, Wessex Water identified a need to better equip their teams with the understanding, processes and resources to respond to customers facing vulnerable circumstances. Pleased with the training and support provided, Helen Pettifer Training was a natural choice for this strategic review.

The Outcome

The Wessex Water Vulnerability Strategy was strong. They had identified how they can support the needs of customers experiencing an extensive range of health conditions, financial difficulties and life circumstances. The strategy’s intention was to minimise the impact on individual’s ability to access services and support.

Our review prompted them to clarify parts of their strategy and add the human element through story telling. We encouraged them to share examples of how they put their strategy into action to make the content more relatable and personal. In addition, we advised Wessex Water to elaborate on future improvements that are currently in the planning stage. Changes have now been implemented in their Vulnerability Strategy.

“Wessex Water proactively engages with partners to help us best serve our customers, community and stakeholders. We value working with Helen Pettifer Training as they have proven to be approachable, informed and helpful in tailoring their support to our objectives.”

— Clare Smith, Wessex Water