Published by: Anglian Water
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Key Take Aways
Anglian Water’s vulnerability strategy aims to make a meaningful and inclusive support system for customers, exceeding regulatory expectations in the water sector.
The organisation has significantly expanded its Priority Services Register (PSR), supporting 14.7% of its customer base (~444,387 customers) as of March 2025.
The strategy is built on core principles: customer control, accessible support, partnership working, and ongoing improvement, aligned with Ofwat’s guidance.
The organisation has committed to a range of innovative initiatives including smart metering, tailored tariffs, and a ‘tell us once’ approach to streamline support registration.
Extensive collaboration with partners and community organisations underpins the strategy, with over 835 partnerships and a reach of 4.5 million customers annually in supporting vulnerable groups.
The strategy exceeds minimum expectations, including achievi...
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