Here for you: Kim’s Story

Now more than ever, we’re particularly aware that lots of people are facing financial and personal challenges that might be making life a little difficult. So, we’re taking the time to introduce you to just some of the Welsh Water colleagues who are here to help.

Specialist Support Advisor Kim is a long-distance runner and a committed Christian who has 2 beautiful daughters and 8 grandchildren. Helping is in Kim’s nature; she once visited Sikkim in the foothills of the Himalayas to offer help to locals after the area suffered a devastating earthquake.

How Kim can help you

I’m part of the specialist support team where we work to resolve issues for customers facing difficulties, particularly financial challenges. My role can have a truly positive effect for people as we can offer them tariffs and schemes that either clear or reduce their debts and make their bills more affordable.

Many of the customers I speak with each day are suffering either physically, mentally, or both. It’s often a great relief for them to discover the ways that Welsh Water not only can help them but want to help too.

Kim’s proudest moment at Welsh Water

I once managed a tricky case for a customer who had a leak in his property that he was unable to locate. The situation was particularly difficult because the customer’s pipework ran through a huge field and into the gardens of neighbours. These kinds of leaks can waste water and lead to higher bills so it was really important we resolved the issue. What’s more, the customer had recently had a stroke, was on benefits and very vulnerable, so this ongoing leak was causing him unnecessary stress and anxiety.

I contacted the relevant organisations, we located the leak, and it was repaired successfully. The customer was extremely grateful throughout & was just so relieved that we’d taken ownership of the problem and were able to support him.

I was named Welsh Water’s Customer Services Champion award in 2020. It’s so encouraging to be recognised and rewarded when you’re consciously doing your very best and intentionally going the extra mile to support people. I do this every day and not just because it’s part of my job but because it gives me a sense of satisfaction and pride to be able to help our customers.

Why Kim wants to help

Welsh Water really does care about out most vulnerable customers. It’s essential to have a lot of patience and a non-judgemental approach, as well as able to listen and be empathetic to the issues people are facing. I am a person who cares about people - particularly people who are marginalised or maybe even unable to even articulate what it is they need help with.

Welsh Water are excellent in not only looking out for the welfare of their customers and their colleagues. I admire the Diversity & inclusivity approach that Welsh Water always take – that I, being a Christian – directly benefit from.

If you ever need extra support from Welsh Water, please don’t suffer in silence. Whether you’re struggling financially, have a medical condition, or any other concerns about your water bill please get in touch – we are here for you.