News

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• Princess Anne visits the Advice Bus

  Members of our customer policy team met the Princess Royal during her visit to Citizens Advice East Dorset & Purbeck (EDP) in May.

• Annual partner funding update

  We’re delighted to announce that more than £300,000 in funding has been awarded this financial year to support 38 valued partner organisations.

• Volunteering Day

  At Wessex Water, volunteering is a core part of who we are. During the 2024/25 financial year, more than 850 colleagues from across the Group stepped away from their day jobs to support local charities and community organisations – making a real difference where it matters most.

• Vulnerability Awareness Week: 23 to 27 June

  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.

• Refreshed Vulnerability Strategy submitted to Ofwat

  Since 2018, we’ve had a dedicated Vulnerability Strategy in place. It has continuously evolved to meet the changing needs and expectations of our customers, and this year we’ve taken another important step forward.

• Annual funded partner workshops

  In February, we successfully hosted our annual workshops with our funded partners across the north and south of the region in collaboration with Bristol Water, Bournemouth Water and South West Water.

• National support hub

  We’ve teamed up with the National Support Network (NSN) to go further in supporting our customers in need, alongside National Grid, Bristol Water, Bournemouth Water and South West Water.

• Community Events

  At Wessex Water, our Customer Policy team is dedicated to actively engaging with our community to spread awareness about the support we offer to our customers.

• Debt Awareness Week – how partners can support

  We have been taking part in Debt Awareness Week (24-31 March), an annual campaign run by debt charity StepChange to highlight the cause of financial difficulties and the support available.

• Round-up of the year 2024

  It’s important that we always take a look back on what we have achieved in the last year.

• 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.