News

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• Community Drop-Ins - Expanding our outreach

  Since June 2024, our Outreach Coordinators have been making a real difference by bringing customer service directly to communities across our water supply region. Initially launched with two dedicated coordinators, the programme has now grown to include a third team member—ensuring full coverage across our customer area in partnership with Bristol Water and Bournemouth Water.

• Wessex Water Community Fund

  We're looking to help projects that are at the heart of the communities we serve, so this fund aims to support activities or projects that meet a local need and seek to improve the lives of local people who most require support.

• WaterSure - DWP auto-enrolling

  We know that managing household bills can be challenging, especially for families and individuals with higher water usage due to specific needs. That's why WaterSure remains one of our most important support schemes, helping eligible customers on a water meter by capping their bills.

• Mapping vulnerability on Partnerhub - coming soon

  We're developing a new set of data-driven maps to help identify where water-related support is most urgently needed across our region. These maps will draw on insights from national partners, Census data and advanced analytics to highlight areas where customers may be struggling with water bills or missing out on vital assistance available through our Priority Services Register (PSR).

• New Resources on Partnerhub

  We want to remind our partners about the range of support materials available on our Partnerhub site under the Resources tab - designed to help you better support customers and make the most of our services.

• Princess Anne visits the Advice Bus

  Members of our customer policy team met the Princess Royal during her visit to Citizens Advice East Dorset & Purbeck (EDP) in May.

• Annual partner funding update

  We’re delighted to announce that more than £300,000 in funding has been awarded this financial year to support 38 valued partner organisations.

• Volunteering Day

  At Wessex Water, volunteering is a core part of who we are. During the 2024/25 financial year, more than 850 colleagues from across the Group stepped away from their day jobs to support local charities and community organisations – making a real difference where it matters most.

• Vulnerability Awareness Week: 23 to 27 June

  We have held our third Vulnerability Awareness Week – our annual campaign which aims to raise awareness among colleagues of the support Wessex Water provides for customers in need of extra help, plus the training available to help them do so.

• Refreshed Vulnerability Strategy submitted to Ofwat

  Since 2018, we’ve had a dedicated Vulnerability Strategy in place. It has continuously evolved to meet the changing needs and expectations of our customers, and this year we’ve taken another important step forward.

• Annual funded partner workshops

  In February, we successfully hosted our annual workshops with our funded partners across the north and south of the region in collaboration with Bristol Water, Bournemouth Water and South West Water.

• National support hub

  We’ve teamed up with the National Support Network (NSN) to go further in supporting our customers in need, alongside National Grid, Bristol Water, Bournemouth Water and South West Water.

• Community Events

  At Wessex Water, our Customer Policy team is dedicated to actively engaging with our community to spread awareness about the support we offer to our customers.

• Debt Awareness Week – how partners can support

  We have been taking part in Debt Awareness Week (24-31 March), an annual campaign run by debt charity StepChange to highlight the cause of financial difficulties and the support available.

• Round-up of the year 2024

  It’s important that we always take a look back on what we have achieved in the last year.

• Service For All feedback and Priority Services Standards update

  In our last newsletter, we told you about our updated vulnerability strategy. Ofwat has now published its response to companies' vulnerability strategies.

• GamCare gambling support

  Gambling harm is becoming an increasing issue in our society, affecting many aspects of some customer finances.

• Update on customer bills

  We’ve spent some time listening to our customers’ thoughts and concerns about how we can help the environment, protect our rivers and beaches, and make sure there is enough water in the pipes for generations to come.

• Smart meters

  In 2025 we’re embarking on one of our most exciting and ambitious programmes to upgrade our water meters to smart meters.

• New support for care leavers

  For National Care Leavers Week, we announced the region-wide rollout of a new incentive to support care leavers with their bills.