Ofwat's Vulnerability Focus report, published in February, showed a big increase in support across the industry for customers who are in difficult or challenging circumstances. For us, customers are always at the heart of what we do. We appreciate that anyone can become vulnerable at any time, and it can have short or long term effects. The key area for us is helping those people who often, through no fault of their own, are struggling with issues that are beyond their control. This could be due to lower levels of literacy, illness, unemployment or simply a sudden change in circumstances such as bereavement or divorce. They need extra care and consideration - which is where our staff hold the key.
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