To make sure we’re reaching those customers who need our help in the most appropriate way we work closely with a range of relevant organisations and agencies who know these customers the best.
Using their expertise, we strive to improve the way with work both with these stakeholders as well as the people they support.
To understand how satisfied these organisations are with how we work with them and our response to customer needs, we surveyed 100 stakeholders and asked them to score us out of five.
Although this was a new measure for 2020/21, we surveyed stakeholders in 2019/20 to provide a baseline score for this measure, in this survey we scored 3.5 out of five. We committed to improving by 0.1 each year during the 2020/25 period, therefore our aim was to reach a score of 3.9 out of five during 2024/25.
How have we performed?
During 2024/25 we reached a score of 3.5 out of five. This is up 0.1 from last year.
We are continuing to improve how we collaborate and work with organisations who support those who require additional assistance. This is reflected in an increase in satisfaction relating to how well South East Water work with their organisation, with the score on that question improving by 0.13 points.
During the year we hosted our annual stakeholder event, dedicated to improving the support we offer our customers in vulnerable situations. This was conducted in person and was facilitated by the Collaboration Network. The event was attended by over 50 stakeholders, including; charities, government organisations, housing associations and utilities. The workshops generated ideas and debate, as well as created partnership working opportunities between ourselves and others.
