Making a difference to vulnerable customers is the aim of an interactive event organised and hosted by South East Water for partner agencies and community groups in Maidstone today (10 September).

South East Water is hosting a Stakeholder Vulnerability Day at the Hazlitt Theatre for utility companies, housing associations, local councils, emergency services and charity organisations such as Age UK and Citizens Advice.

Andy Clowes, Head of Customer Insight and Strategy at South East Water, said: “We want to make our services affordable, accessible and protective for our vulnerable customers and, by bringing stakeholders together in this way, we can all learn from each other. This event enables us to work out how best to identify and support vulnerable customers in the communities in which we all operate. This includes sharing our experiences, looking at effective ways to reach out to priority groups and raising awareness of the services available to them. While the primary focus is on proactively helping our vulnerable customers, the secondary aim of the event is to encourage stakeholders to work together to ensure customers know about the services in place to help them.

“At South East Water we are committed to offering an inclusive service to all our customers. In 2018 we became the first water company to achieve the British Standards Institute BSI 18477 accreditation for identifying and supporting vulnerable customers and we also operate a Priority Services Register to offer extra help to those most in need.”

The event, attended by more than 60 representatives from companies and support agencies, also included case studies, networking sessions and marketplace-style stands to promote services, schemes and future events.

More information about South East Water’s Priority Services Register is available at

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