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

We treat and supply drinking water to 1.4 million people and provide sewerage services to 2.9 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.

Meet our team

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.

Jack Sanders

Social Policy Manager

Hi I'm Jack, I started working in the water industry in our billing team in 2013 before recently joining the customer policy team here at Wessex Water in February 2024. I am the relationship manager for our funded managers responsible for developing our existing partnerships and creating new ones. I am passionate about helping customers who need our extra support and finding new ways of reaching them.

Claire Smith

Customer Policy Manager

Hi I’m Claire, my career began in the water industry in 2001, starting within the joint billing company of Wessex Water, and Bristol Water. I am passionate about creating the best experience for our customers and providing a service which is accessible and fit for all. I enjoy being able to drive change within our policies to ensure we reach those customers who need that extra support from us.

Vulnerability Advisory Panel (VAP)

Our VAP was set up in 2013 and consist of experts including representation from various stakeholders such as consumer bodies, government departments and CCW.

The role of the VAP is to support, advise and challenge our Vulnerability Strategy to ensure we are fulfilling our commitment to reach all our customers in vulnerable circumstances.

We constantly review our strategy and monitor the delivery and effectiveness of our commitments and initiatives. We report regularly to the panel and seek their input to ensure we are focusing on the right areas and if any new initiatives need to be considered.

Our current members include:

  • Rob Sandells – StepChange Business Development Manager
  • Michael Barnes – Policy Manager CCW
  • Caroline Buxton – Central Dorset Citizen Advice
  • Suzanne Wigmore – CEO Wiltshire Citizen Advice
  • Professor Elaine Kempson - Professor Emeritus University of Bristol
  • David Inman – Corporate Director Rural Services Network
  • Paul Walmsley – Energy Relationship Manager Christians Against Poverty
  • Ian Robinson – Money Advice Trust Head of Business Development
  • Sarah Cardy – CEO Age UK Wiltshire
  • Karen Taylor – Department of Work & Pensions Operations Manager Dorset, Wilts, Hants & IOW
  • Michael Paul – Disability rights UK Head of Advice & Information
  • Nicki Johnson – National Grid Electricity Distribution

Please see our Vulnerability strategy

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