Awards
We are proud of the work we do to drive change and innovation within the industry. We were pleased to have won and be named as finalists in a number of awards over the year:
Winner
Collaboration Network
- A key member of our Customer Experience team received a Special Recognition Award for her work supporting Demelza Hospice.
Finalists
Water Industry Achievement Awards 2024:
- Customer initiative of the year for our AquAlerter platform
Collaboration Network:
- Customer Service Improvement Award category for the 2024 Collaboration Network Awards for AquAleter
- Customer Service Improvement Award category for vulnerability
Accreditation
5% Club
We’re proud to have been awarded Gold accredited membership as part of The 5% Club’s 2024-25 Employer Audit Scheme.
The 5% Club is a group of employers working to drive ‘earn and learn’ skills training opportunities through initiatives such as apprenticeships.
Its Employer Audit rigorously assessed our efforts, future ambitions, commitment to social mobility, diversity, and inclusion.
We employed 64 apprentices in 2024 (including 51 at Level 3, and 13 at Levels 4-7), which means six per cent of our workforce are in ‘earn and learn’ roles, 60 per cent of our apprentices completed their apprenticeships successfully and 66 per cent went on to further employment. We recruited 33 apprentices in 2023-2024 and plan to recruit 30 apprentices in 2024-2025.
Gaining Gold status shows our dedication to nurturing the growth and development of our workforce.
BSI Kitemark: BS ISO 22458
Our commitment to providing excellent services for our vulnerable customers has been recognised once again with a prestigious BSI Kitemark certification. The award of the gold-standard, internationally recognised Kitemark, came after a rigorous and thorough assessment by the British Standards Institution in January 2025.
We remain proud to be one of the first nine organisations to receive and pilot the BS ISO 22458 Inclusive Service Kitemark in recognition of our commitment to supporting vulnerable customers.
Waterwise Water Efficiency Checkmark
We’re delighted that our head office in Snodland, Kent has been granted Waterwise’s Water Efficiency Checkmark Award.
The organisation recognised the work the business has done to ensure the site is as water efficient as possible, as well as our plans for further improvement.
Waterwise also commended us on the water efficiency training staff receive when joining the business and the devices provided to staff so they can ensure their homes are as water efficient as possible too.
Living Wage employer
We were the first water company to become accredited as a Living Wage Employer in 2014 and continue to ensure everyone receives a minimum hourly Real Living Wage.
Institute of Customer Services ServiceMark
We are just one of 70 organisations, and one of only 22 with distinction, who currently hold this accreditation.
The Institute’s ServiceMark, a national independently run standard, has recognised our achievement in customer service and our commitment to upholding service standards.
It is awarded based on customer satisfaction feedback and an assessment of employee engagement with customer service strategy.