We’re committed to providing excellent services for our vulnerable customers and have once again been recognised with a prestigious BSI Kitemark™ certification.
Originally certified to the Kitemark in 2022, we passed our annual assessment of the gold-standard, internationally-recognised Kitemark following a rigorous and thorough review by BSI in January 2025.
BS ISO 22458 is a standard that aims to increase positive outcomes for vulnerable consumers when dealing with service providers and the standard gives organizations practical advice for providing an inclusive service to consumers in vulnerable situations at all stages of delivery.
BSI, the business standards and improvement company, commended us on our inclusive and flexible approach to customer service, ensuring that the correct level of support is available for all our customers.
The assessment highlighted how teams across the business place vulnerability and a quality customer service at the heart of every customer interaction.
The assessment involved an in-depth review of all parts of the business, including customer communications, website accessibility and an assessment of our staff who have been trained in how to have conversations with customers who have a variety of needs and might require additional support.
Rowena Hammond, Head of Customer Experience and Insight, said: “We have held this BSI Kitemark since 2022 and are delighted to have once again received this recognition, which reflects how we have embedded a culture of care for our customer experience in everything we do. We recognise that customers can all benefit from extra help from time to time and we currently support some 115,000 customers via our Priority Services Register. At the end of last year we announced a new partnership with Kidney Care UK, supporting vulnerable customers living with chronic kidney disease. We take great pride in making every contact count with our customers and I am very proud of our teams across the business who work tirelessly to support our customers, particularly those who require extra help.”
Shahm Barhom, Group Product Certification Director at BSI, said: “When organisations put in place measures to ensure inclusive service and make accessibility a priority, they are taking a positive step forward towards creating a fairer and more equitable society. This certification demonstrates the organisation’s unwavering commitment to delivering exceptional, inclusive services that cater to the diverse needs of all their customers. By meeting the rigorous standards set by the Kitemark, South East Water has shown leadership in inclusivity, setting a high bar for customer service in the sector.”
Further information about South East Water’s Priority Services Register can be found here.