Business Stream has become the first water retailer to launch a vulnerability framework to support business customers.
The approach includes training for frontline colleagues so they can identify signs that a customer may require additional support, and the appointment of ‘vulnerability advocates’ to drive delivery of the framework and continuous improvement.
Business Stream has also partnered with the National Support Network so its customers are able to access specialised assistance on issues that extend beyond its remit.
Jo Mayes, customer services director at Business Stream, said: “Vulnerability strategies and programmes have historically been focused on household customers, however we strongly believe that there is a need to put in place similar support for businesses – which are, after all, made up of people. That’s why we’re delighted to be investing in training and partnerships that will enable us to be better placed to support our customers who are in a vulnerable situation.”
The vulnerability strategy is aligned to Business Stream’s wider ‘Make a Positive Difference’ vision.
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