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.
Vulnerability can be wide-ranging and present itself differently depending on individual circumstances. This may be due to age, physical or mental illness, literacy, unemployment, digital exclusion or bereavement.
Customer Policy Manager Claire Smith said: “Supporting customers who need extra help is really important to us.
“That’s why we have launched the vulnerability toolkit for staff as a go-to for tools and information to work with customers who may need extra support. We have provided links to useful resources, training and information.”
Customer Director Sue Lindsay added: “We want all our customers to be able to access support that works for them when they need it.
“Our vulnerability strategy ensures we build a service on the basis that every customer matters. Our commitment includes ensuring that our staff have the tools, training, confidence and awareness to deliver the very best service to each and every one of our customers.”
Throughout the week, we actively encouraged our colleagues to share their thoughts and innovative ideas on how we can better support our customers in this space. Using an online suggestion form, we received an overwhelming number of insightful contributions.
We're now in the process of reviewing these suggestions, and we're excited to explore how they can help us refine and enhance our services moving forward.
Colleagues throughout the YTL Group were also given access a range of resources, training sessions and events through Wessex Water’s membership of the Collaboration Network.
The Collaboration Network is a cross-sector community, bringing professionals together to share insights, challenges and best practices to raise standards in customer and employee support.
Employees had the chance to join a wide range of informative sessions about how other businesses in the network are supporting their customers throughout the week. Please see the Collaboration Network for more information.
Learn more about how we support customers.
