Affinity Water has once again achieved verification certification to British standard 18477 for inclusive services provision and the service that the company provides to customers in vulnerable circumstances.
It has now held verification certification to the standard since Feb 2019.
The British standard provides a framework which Affinity Water has used to help us understand the underlying factors involved in consumer vulnerability and to demonstrate that we are providing a fair, flexible service that can be used by all consumers equally, regardless of their health, age or personal circumstances.
Verification to BS 18477 requires an independent assessment by BSI, including a rigorous on-site audit, to demonstrate that an organization has the required processes for identifying and responding to consumer vulnerability. The outputs of these processes are also tested to ensure they are working in practice.
Liz Freitas, Inclusive Services Engagement Manager for Affinity Water said:
“Working to the high expectations set by the standard has been pivotal in Affinity Water being able to demonstrate how we are improving across our business and the annual review means that we are continuously looking for ways to move forward and improve. The Affinity Water teams have worked hard to deliver this standard.”
Kevin Barton Head of External Communications commented:
“The continuation of our verification certification to BS 18477 for inclusive services provision shows how Affinity Water is proactively reaching out to its 3.6 million customers in new and creative ways. We have partnered with the local Charity Small Acts of Kindness to distribute 7,500 Priority Services Register flyers. As well as using our own channels to reach out, we work in partnership with local charities, utilities and other organisations to maximise awareness of the support we can offer to ensure the needs of vulnerable customers are met.”
Heather Nowak, Client Manager at BSI added that by achieving verification certification to this standard, the team has demonstrated that it has the relevant policies and procedures, training plans and fair and accessible practices embedded within its organization.
Click here for more information about Affinity Water’s Priority Services Register
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