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 Manager, Kim is a proud mum of 2 boys Thomas and Lewis. She’s been married to Jonathan for 27 years and the couple share 2 Staffordshire bull terriers, Lola and Bleu. They recently bought and converted a VW T6 campervan and are looking forward to getting out on the road with the dogs in the Summer. She also once appeared as an extra on Dr Who!

So, let’s find out how Kim is here for you.

How Kim can help you

My team are responsible for taking calls from our vulnerable customers and providing the support they need. Together we support over 130,000 customers to reduce their water bill through social tariffs and over 110,000 customers are now signed up to our free priority services register.

The feedback we receive is excellent and customers are often surprised by our level of compassion and understanding. We’re often thanked for taking the time to listen to and provide levels of support that many people don’t realise are available.

Kim’s proudest moment

We recently supported an elderly gentleman by locating and fixing a leak. We were able to reduce the customer’s bill significantly by adding a social tariff to his account and ensured he was supported through our priority services register. The priority services register is a free service we offer so customers can let us know about their circumstances and we can provide additional support if it’s ever needed. In this gentleman’s case, if his water supply is ever interrupted, we would deliver him bottled water.

But we didn’t stop there. We often work closely with other organisations who share our values, so we referred the gentleman to ‘Care and Repair’, one of the organisations we work closely with to assist elderly customers to remain in their homes. Care and Repair were able to offer other practical solutions to help the gentleman live independently in a warm, safe, and accessible home.

Why Kim wants to help

I can honestly say I love working for a non-for-profit company who truly places its customers first and is genuinely concerned for the wellbeing of its people. I love knowing my team and what we do has such a positive impact on the lives of some of our most vulnerable customers. My role is so rewarding.

I believe my years of experience working with customers in vulnerable circumstances coupled with my calm and empathetic approach enables me to understand the daily challenges people can face. This helps me to lead a team that can make sure our customers feel safe to share their challenges with us. That way, we can truly understand their individual circumstances and provide support that’s right for them.

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.