Bath-headquartered utility Wessex Water has retained a national quality mark that showcases organisations that have a ‘truly customer-focused culture’.
Wessex Water is the only UK water company to have the national Customer Service Excellence (CSE) quality mark certificate.
Independent CSE assessors noted the firm’s strong performance in feedback surveys and quick response to challenges faced by customers amid the cost-of-living crisis.
The report says: “Wessex Water continues to show its commitment to excellent customer services and continuous improvement and a culture of always wanting to do the right thing.
“Quality and continuous improvement are of the highest importance to Wessex Water and the organisational culture is one of being totally customer focused.
“The approach to continuous improvement is embedded throughout the teams – an attitude of viewing challenges and learning points as an opportunity prevails.”
Recognition comes shortly after Wessex Water was rated the top water and sewerage company in the latest UK Customer Service Index (UKCSI), a national benchmark of customer satisfaction covering 13 sectors and 281 organisations.
Both assessments recognised the firm’s culture of compassion and commitment to helping people, including supporting more than 55,000 customers who were struggling financially through a range of affordability schemes and payment plans.
Wessex Water, which is owned by YTL Power International, part of the Malaysian conglomerate YTL, supplies water and sewage services to 2.8m customers across an area of 10,000 sq km stretching from Bath and Wiltshire to Bristol, Somerset, Dorset and parts of Gloucestershire.
