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Eight in a row as WPD sets the Standard for Service - again!

Our determination to ensure vulnerable customers don’t get left behind has earned us the British Standard for Inclusive Service Provision - for the eighth year in a row.

Assessors found that our commitment to tackle customer vulnerability was integral to our business strategy and that our partnerships with other organisations were further proof of our goal to make sure vulnerable customers were not forgotten. 

We’ve been working extra hard during the pandemic to provide an inclusive and accessible service for all customers. This includes offering customers a full range of communication channels, including newer additions like Webchat and Whatsapp. We’ve also seen a huge switch to digital with more than 2.4 million power cut self-service requests on our website last year.

As well as developing these new service options, we continue to offer traditional channels, such as telephone contact, to suit the needs of all customers.

We also provide tailored support through initiatives like our Priority Services Register and fuel poverty projects. Our Powered Up and Affordable Warmth schemes have helped customers to save £10.7 million in the last year alone – an average of £600 per customer.

The assessor also praised WPD for involving stakeholders at every stage of our business plan and for going above and beyond the regulatory requirements.

Alex Wilkes, WPD External Affairs Manager, said: “Inevitably this year, the inclusivity and accessibility of our services during Covid was the major focus of the assessment. We’ve worked hard to remain inclusive throughout the pandemic so to obtain full compliance and glowing praise is massive external validation of the exceptional service we continue to provide.

“The BSI standard shows that, when it comes to vulnerable customers and fuel poverty, we’re not just doing our best to respond to the issues; we’re leading the way in the search for a solution.”

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