South East Water has become the first water company to receive the coveted BSI (British Standards Institution) verification certification for BS 18477, demonstrating that the organisation provides a comprehensive service for identifying and responding to vulnerable customers.

BSI is the business improvement company that enables organisations to turn standards of best practice into habits of excellence

Steve George, Customer Services Director for South East Water, said: “We have just published our most ambitious five year business plan, with responsibly-delivered customer satisfaction at the heart of everything we do.

“I’m very proud of the recognition that our BSI verification certification gives to the commitment of colleagues to providing excellent service for all our customers.”

Tania Murray, UK Head of Client Propositions at BSI, said: “By implementing BS 18477, South East Water has demonstrated that it has the relevant policies and procedures, training plans and fair and accessible practices in place when dealing with consumers.

“The company should be delighted that it is the first water company to achieve verification to the standard, which is testament to the hard work and persistence of the whole team.”

To read South East Water’s five-year business plan and provide further feedback go to

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