Top accolade for commitment to support vulnerable customers

South East Water has once again been recognised for its commitment to supporting vulnerable customers by BSI, the business standards and improvement company.

It is among the first nine organisations that have achieved certification to the new Inclusive Service Kitemark which proves that they are providing an inclusive and flexible service that benefits all consumers, regardless of their personal circumstances.

The company initially achieved the BS18477 standard which has been replaced by the

Inclusive Service Kitemark, which is now a global standard which focuses on protecting vulnerable consumers and aligns with regulators including Ofwat.

Topics such as the identification of customer vulnerability, inclusive design of products and services are covered, as well as the adoption of AI (artificial intelligence) and data collection, protection and sharing to ensure that organisations are creating an inclusive service for all.

Having been initially assessed by an auditor, to retain the accreditation South East Water will now take part in a programme of ongoing surveillance to check on continuing compliance.

Andy Clowes, Head of Customer Experience and Strategy, South East Water, said: “We are very proud to have again achieved this certification which shows our commitment to supporting vulnerable customers.

“We made a clear commitment across our organisation to transition to the new standard as early as we could to build on the previous standard when we became one of the first water companies to achieve certification.

We made a clear commitment across our organisation to transition to the new standard as early as we could.

“This new BSI Inclusive Service Kitemark has provided us with a great framework and focus for us to continually check we are doing all the right things to help identify and support our customers who need extra help.”

Natasha Bambridge, Global Consumer Promise Practice Director at BSI said: “Amid the cost of living crisis, and the growing number of vulnerable adults living in the UK, protecting vulnerable consumers has never been so critical. The Inclusive Service Kitemark demonstrates an organisations’ ongoing commitment to offering an inclusive service for all at such a critical time.

“All of the organisations that have achieved certification have proved they understand the impact of consumer vulnerability and provide an inclusive and flexible approach to address it. Therefore, these organizations are better able to meet a diverse range of consumer needs, making it easier for consumers to access information, services and products, make good decisions and achieve positive outcomes.”

The certified organisations, which all sit within the energy, water and financial sectors include:

• South East Water Limited
• Anglian Water Services Limited
• Northern Gas Networks
• PayPlan
• Power NI Energy Limited
• Santander UK PLc
• Scottish Power Energy Networks
• Scottish and Southern Electricity Networks
• Wales & West Utilities