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  • Contact centre among UK's top 10

    Staff in our operational contact centre have been recognised with a prestigious award from the Institute of Customer Service (ICS).

    Customer contact centre

    We're one of only 10 companies in the UK to achieve a ServiceMark with distinction, the highest level of accreditation available to the 500-plus members of the ICS.

    Contact centre manager Luci Sheppard said: "It means a lot to have won this award - we win a lot of awards for customer service as a company but this is the first one purely for the contact centre.

    "It's great to have achieved that recognition and I'm hugely proud of everybody."

    The award recognised that we carried out surveys for both staff and customers, implementing two action plans based on the results.

    This was followed by two days of auditing by the ICS, who were impressed with the unique and personal service we offer to each and every customer.

    "As a company this is really exciting, as it means we can start benchmarking ourselves with other great service organisations," said business change manager Alex Russell-Rutherford.

    "Winning this award is fantastic but the work doesn't end here. We're going to be doing even more over the next year to improve our customer journey."

    Jo Causon, chief executive of the ICS, said: "Wessex Water is part of a growing band of organisations who understand that a well thought-out customer service strategy can positively affect the bottom line.

    "ServiceMark with distinction is a sign that the organisation is determined to demonstrate a commitment to continuously improve customer service standards and constantly evolve plans for service improvement."


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