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  • Support we offer

    We want bills to be affordable for all our customers and make sure they receive excellent customer care.


    We have developed one of the most extensive support programmes for low income customers across the water industry. We offer tailored solutions based on a customer’s financial circumstances including a range of low rate tariffs and schemes to help them afford their ongoing water charges, repay their debt and reduce their water and energy use.


    We go the extra mile for our customers. And for those with additional needs perhaps due to age, disability, ill health, learning difficulties or mental ill health, we have Priority Services. We can offer extra help if the water supply is interrupted, a password scheme to protect against bogus callers, a nominee service, additional meter readings to help manage water use and bills and communication in braille, large print or an alternative language.


    About us

    Wessex Water treats and supplies drinking water to 1.2 million people and provides sewerage services to 2.5 million.

    In the north west area (shown on the map in dark green) Bristol Water supplies water and Wessex Water provides sewerage services. Customers in this region receive a combined bill from BWBSL. Bristol Water and Wessex Water work together to help customers who are struggling to pay their water bills. We also provide sewerage services across the south east area (shown in dark green) where Bournemouth Water supplies water.


    Wessex Water area map

  • Meet our team

    Anna Symonds

    Anna Symonds

    Social Policy Manager

    Hi, I’m Anna and I have worked at Wessex Water for five years. My background is in customer service and operations. I love working in the community with our many partners. I look forward developing our existing partnerships and making new ones too.

    Contact: communitypartners@wessexwater.co.uk

    Kate Pennock

    Kate Robbins

    Head of Customer Policy

    Hi I’m Kate, I started working for our billing company in 2002 , in February 2013 I joined the Customer Policy team here in Claverton. I love the variety in my role working with my team, stakeholders, partners and customers in vulnerable circumstances. It’s great to see progression and change through the years with everyone being involved in that journey.

    Contact: communitypartners@wessexwater.co.uk

    Joanna Hughes

    Joanna Hughes

    Social Policy Manager

    Hi, I’m Joanna and I have worked at Wessex Water for four years in different customer facing roles. I now enjoy working in the Customer Policy team and having the opportunity to get out meeting our customers, partners and stakeholders and working to continually improve our offering to those who really need it.

    Contact: communitypartners@wessexwater.co.uk

    Ros Carey

    Ros Carey

    Social Policy Team Leader

    Hi, my name is Ros and I have worked within the Social Policy team since March 2013. We offer a range of fantastic schemes and I love being able to support some of our most vulnerable customers in applying for these schemes.

     

     

     

     

    Samantha Heeney

    Samantha Heeney

    Social Policy Team Leader

    Hi, I’m Sam and I am a Team Leader in the Social Policy department at Pelican Business Services. I have worked for the company since 2012 and I really enjoy being able to help and support our vulnerable customers.

    Tamsyn Dorrington

    Tamsyn Dorrington

    Credit Manager

    Hi, I’m Tamsyn and I lead the Social Policy and Credit departments at Pelican. I’m really proud of the help schemes we offer our vulnerable customers and the work our partners carry out to provide a great journey for our customers.