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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 since 2012. My background is in customer service and operations. I love working in the community with our many partners. I am the relationship manager for our funded partners so I really enjoy 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

    Katie Exley

    Katie Exley

    Credit Manager

    Hi I’m Katie, I have worked at Pelican since 2004 in a number of roles. I am now responsible for leading the Social Policy and Credit departments at Pelican, alongside Deb Smith. Seeing the fantastic work our teams do every day and the difference they are able to make to our vulnerable customers, is something I am incredibly proud of.

    Deb Smith

    Deb Smith

    Credit Manager

    I lead the Social Policy and Credit departments at Pelican, alongside Katie Exley. 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.

    Shannon Fowell

    Shannon Fowell

    Social Policy Team Leader

    Hi, I’m Shannon and I have worked within the Social Policy team since October 2016. I love being able to support our customers with a range of fantastic schemes and I am proud to work within a team that is so passionate about our customers.

    Abbey Davies

    Abbey Davies

    Social Policy Team Leader

    Hi, my name is Abbey and I have worked at Pelican since November 2014. I started my journey in the Contact Centre where I was a team leader for 4 years. I have recently joined Social Policy and have been busy getting up to speed with all the policies and procedures. It has been a real pleasure to join a team who are completely focused on providing the best possible customer service to our customers in vulnerable circumstances. I am driven to do everything I can to enhance an already brilliant experience.

    Rachel Cooke

    Rachel Cooke

    Social Policy Deputy Team Leader

    Hello! I’m Rachel, I’m one of the Deputy Team Leaders in Social Policy. The main aspect of my job is front line work, which is why you will still get letters from me and hear my voice at the end of the phone! But I also support the team by helping with their queries and their individual training and development needs and I help out the Social Policy Team Leaders (and the other Team Leaders across our wider department), offering support where I can and taking over tasks where needed, I love my job, it’s so varied!

    Joanne Stone

    Joanne Stone

    Social Policy Administrator

    Hi, I’m Joe and I have been working for Pelican since April 2008. The first five years I spent in the Credit Claims department and have knowledge in all areas of debt recovery procedures, including claims, all enforcements and bankruptcy. The past seven years I have been in Social Policy and have extensive knowledge in all aspects of what our department covers and the various schemes and tariffs we offer.

    Becci Reeves

    Becci Reeves

    Social Policy Administrator

    Hi my name is Becci! My job involves processing customers contacts via call, letter and email for WaterSure, Pension Credit and Help with Water Bills.