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23 April 24

Affinity Water achieves ISO 22458 certification for consumer vulnerability management.

Affinity Water proudly announces the certification to the BSI Kitemark for inclusive service, a certification that goes beyond the requirements of ISO 22458 certification for consumer vulnerability, formerly known as BSI standard 18477 for inclusive services.

Since 2019, Affinity Water has upheld the rigorous standards of the BSI standard, undergoing an annual accreditation process to ensure adherence. The recent upgrade to ISO 22458 underscores Affinity Water's unwavering commitment to inclusive practices and customer welfare.

The transition to ISO 22458 marks a significant milestone for Affinity Water, as it now holds an international standard with a distinctive BSI Kitemark tailored to the water sector. While many aspects of the new standard remain consistent, there are enhanced and new requirements, resulting in a more comprehensive and exhaustive audit process.

Liz Freitas, Inclusive Services Engagement Manager at Affinity water said:

"We are thrilled to announce that we have met the requirements of the ISO standard with no non-conformances, a testament to the hard work and dedication of our team."

"This achievement reaffirms our commitment to prioritising the needs of our customers, colleagues, and external stakeholders."

During the intense 5-day audit, Affinity Water demonstrated to the BSI auditor a holistic approach to meeting the needs of vulnerable customers across all operational facets. From ensuring the accessibility of its website to providing support during supply interruptions, Affinity Water showcased its dedication to serving vulnerable customers with diligence and compassion.

Natasha Bambridge, BSI’s Global Consumer Promise Practice Director, said:

“Offering an inclusive service can bring important benefits to the most vulnerable members of society. It is brilliant to see Affinity Water awarded the BSI Kitemark for inclusive service. By exceeding the standards of ISO 22458 certification for consumer vulnerability and aligning with Ofwat's requirements, they have demonstrated their commitment to implementing company procedures that ensure fair, flexible, and accessible services for all.”

“We congratulate Affinity Water on their certification and their commitment to delivering a truly inclusive service that caters to a diverse range of consumer needs.”

Affinity Water is now authorised to proudly display the prestigious Kitemark symbol on their website, symbolising its adherence to the highest standards of consumer vulnerability management.

James Tipler, Head of Contact Centre and Cash Collection at Affinity Water, expressed gratitude to Liz for her instrumental role in organising the response to the ISO audit.

James said:

"We are delighted with the outcome of the audit, with no non-conformities and only five development areas identified. Liz has been our 'north-star' in ensuring that Affinity Water continues to provide an inclusive service to our customers."

The attainment of the BSI Kitemark for inclusive service certification, demonstrating compliance beyond ISO 22458 underscores Affinity Water's commitment to excellence and underscores its dedication to maintaining the highest standards of consumer vulnerability management.

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