News

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• 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.

• Changes to the WaterSure scheme

  We've simplified our WaterSure application process to reduce the effort of applying for support under medical grounds.

• Our updated vulnerability strategy

  As part of the customer-focused licence condition, Ofwat expects all companies to develop and maintain a vulnerability strategy.

• Ways we can help this winter

  We understand that winter can be a tough time financially, and we know it may impact more people this year due to the potential of losing winter fuel payments.

• Wessex Water Community Fund

  Applications are open for our Wessex Water Foundation Community Fund and we're looking to help projects that are at the heart of the communities we serve.

• Loan shark awareness

  Illegal Money Lending Team create posters and leaflets in 20 languages for communities that may struggle with loan sharks.

• Vulnerability awareness week - 27 to 31 May

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

• New community drop-in service launched for customers

  We have launched a brand new service to provide customers with the opportunity to speak to us in person if they have any queries about their bill, water or sewerage services.

• Renewed partnership with Kidney Care UK

  We are really pleased to announce we will be renewing our partnership with Kidney Care UK.

• Partnership with IE Hub and Bristol Water

  We have partnered with IE Hub, a leader in customer vulnerability and income expenditure solutions.

• Customer research with Blue Marble for our Vulnerability Strategy

  The objective of this research was to evaluate our strategy through the eyes of customers whom it is designed to support.

• Ofwat’s new customer-focused licence condition

  On 12 February, Ofwat introduced a new condition to water company licences to drive improvement in customer service.

• Funded partner workshops

  In February we held our annual workshops with our funded partners in the north and south of our region along with Bristol Water, Bournemouth Water and South West Water. A total of 32 attendees joined us from 23 organisations.

• Scope – Life Costs More report

  Scope, the disability charity, has asked us to support their mission to end the Disability Price Tag by sharing their new campaign and report findings.

• Supporting Stop Loan Sharks

  We are delighted to be awarded Partner Standard level recognition for our support in raising awareness of the dangers of using loan sharks.

• Round-up of the year 2023

  It's important we always look back on what we have achieved in the last year. We are really proud of the achievements we have made in partnership with the experts we work with every day so we can support our customers.