STAFF at one of the borough’s two water companies is celebrating after being recognised for its work to support vulnerable customers.
The BSI, the business standards and improvement company, has awarded a new Inclusive Service Kitemark to South East Water. And among the nine winners was local firm Scottish and Southern Electricity Networks.
The kitemark aims to show people that the company they are working with provides an inclusive and flexible service that benefits all consumers, regardless of personal circumstances.
To achieve the award they need to cover 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.
To receive the kitemark, they underwent an audit, to maintain there will be ongoing surveillance.
Andy Clowes, head of customer experience and strategy at 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.
“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.”
And 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 organisations 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.”
