United Utilities gets thumbs up for inclusivity scheme

United Utilities has got the thumbs up for the inclusive support it gives customers in the North West.

After a number of audits and a week-long inspection, the company achieved BS 18477 Inclusive Service Verification for its Priority Services scheme.

United Utilities’ Amanda Phillips said staff at all levels across the company were interviewed to make sure they treated vulnerable people with respect and were offering them the right help and support.

“We passed with flying colours, with no further recommendations for improvement. It’s a huge boost for our team and our customers, especially when so many more people have been shielding during the coronavirus pandemic.”

Customers on United Utilities’ Priority Services Register get free extra help and support with their water services, from supply interruptions and communications to the position of their meter.

After adding more than 21,000 people to its register last year alone, United Utilities is driving to more than double the register’s size by 2025.
Business improvement company BSI’s Inclusive Service Verification is backed by industry regulator Ofwat.

BSI UK Operations Manager – System Assessment, Heather Nowak said: “BSI’s independent verification process proves that United Utilities is meeting the challenge of supporting customers in vulnerable circumstances.”