Commitment one
More than double the number of customers on our social tariffs from 35,000 to 86,000. One in 15 households will receive a lower bill.
Current performance: 71,040 customers on social tariffs and 76,642 customers on wider TAP schemes.
Commitment two
Receive at least 2,300 successful applications for TAP each year from our debt advice partners.
Current performance: 2,935 successful applications.*
Commitment three
Increase the number of customers on our Priority Services Register from 8,500 in 2018 to over 90,000 by April 2025.
Current performance: 152,838 households registered.*
Commitment four
Contact customers on our Priority Services Register every two years to check their needs and details are up to date.
Current performance: Between 1 April 2023 and 31 March 2025, we attempted to contact 97.3% of customers on our register. The target was 90%. In the same period, our actual contact was 64.5% against our target of 35%.*
Commitment five
Continue to hold the British Standard for Inclusive Service (BS 18477).
Current performance: Maintained.*
Commitment six
Continue to hold the Customer Service Excellence award.
Current performance: Maintained.* We comply with all 57 elements of the standard and have 25 compliance pluses up from three the previous year. Compliance plus means we exceeded the requirements of the standard against an element, demonstrated exceptional practice, or can be used as an exemplar for others within or beyond our sector.
Commitment seven
Continue to fund a number of local community projects across our region through the Wessex Water Foundation aimed at improving access to services and building financial capability.
Current performance: Achieved.*
* We review this strategy regularly by monitoring the delivery of our commitments and initiatives and reporting our progress. More information can be found in our Annual Performance Report and Annual review.