What Happened
Anglian Water has been awarded an ‘Essentials’ rating by Money and Mental Health through its Mental Health Accessible programme. This marks the first of three levels that firms can attain, indicating that Anglian Water has established a foundational level of support and accessibility for customers with mental health issues.
Why It Matters
This rating is significant as it reflects Anglian Water’s commitment to designing services that cater to the needs of customers experiencing mental health problems. The evaluation process involved a thorough analysis of the company’s digital platforms, product design, and communication strategies, drawing on feedback from a community of 5,000 individuals with lived experiences of mental health challenges. Notably, Anglian Water has implemented multiple communication channels, including a two-way SMS service during incidents, which is crucial for enhancing engagement and reducing stress for customers.
What’s Next
With this accreditation, Anglian Water is expected to continue improving its services to better accommodate customers with mental health issues. The company aims to build on this foundation by further refining its communication strategies and exploring additional support measures to enhance customer experience.
