Cover Photo of Pelican staff

I can’t believe it’s nearly February already, what a whirlwind January has been! As always, our team kicked off the year with a bang and I’d like to share with you some great comments that our amazing live chat team received from customers this month:

“Henry was extremely helpful. Answered all my questions very quickly and was incredibly polite. He is an asset to your business and should receive a 100% pay rise. Top lad and a great ambassador 11/10.”

“Very lovely agent (Jennie) handled my questions quickly and effectively and solved the issue at hand with no problems!!!”

“It was nice to ‘talk’ to someone (Chris) with a sense of humour. We all have to be so careful these days that it can feel like you’re speaking to a bot even when it’s a human. You are very personable. My query was resolved really quickly and easily. Thank you.”

“This service couldn’t be easier or more convenient. Thanks” (Karen)

“Very helpful customer service representative who made an effort to understood our particular situation.” (Jennifer)

A huge thank you to every single member of our Live Chat team for their hard work and dedication. I am extremely excited to see how the service develops throughout 2018 to make the journey even easier and more memorable for our customers #Proud

Next up and I’d like to share yet another story of one of our external team going the extra mile to help a member of the community in need. While Meter Reader Chris was out working, a car in front of him hit black ice, skidded across the road and ended up in a ditch. Chris immediately stopped, put his van warning lights on to stop any approaching traffic and went to the aid of the female driver who was very shaken. Chris gave her his coat and stayed with her until the police and her boyfriend arrived. #Proud

Onto Health and Well-being and the Pelican Hikers have been out crag-hopping again! This time our intrepid team climbed Pen y Fan, the highest mountain in southern Britain. It was the anniversary of the club’s first trip to the same mountain on 14th January 2017 and once again the weather was bracing with sub-zero temperatures and lots of ice above 2,000 feet. Ever-present club hiker Ben said “it was a great day in the hills and so nice to revisit such a fine peak on our anniversary outing”.

Pelican National Trust walk


January brings the launch of our brand new People’s Council. The People’s Council is a group of elected champions that represent the voice of our business.

It was created to help shape all things ‘people’ at team Pelican and our reps work tirelessly to simplify processes and make our business more efficient for our customers, along with making our business an even better place to work.

I really enjoyed our first meeting with the ‘Class of 2018’ and I’m so excited about some of the fresh new ideas that our reps put forward.


Pelican class of 2018 walk

The first job for our reps is to decide on our four quarterly charities that we support throughout the year.

Earlier this month we heard the tragic news that Claire Tavener, who lived in our local community was tragically murdered leaving behind her two young sons. The team wanted to do anything they could to help. As a business, we decided to support Claire’s family by raising as much money as possible as our quarter one charity.

The team have pulled together and have lots of fundraising ideas planned to raise as much money as possible. I understand that no amount of money can ease the pain and loss for Claire’s young children, but we hope that that we can support the family in a small way through an incredibly sad time.

We received lots of incredible charity suggestions to support for the remaining three quarters of 2018 and our People’s Council reps spent time reading about the incredible work they do to support our local community and beyond.

After all of the votes were counted and verified, I am extremely proud to announce our 2018 quarterly charities:

Quarter two – Headway Bristol

Headway Bristol supports people affected with brain injuries in the Bristol area. They provide access to respite, rehab centers, ongoing support for those injured and their families and so much more. They also help adults with brain injuries develop and cope with the physical, behavioural, emotional and personality changes that they may face.

Quarter three: The Ronald McDonald House Charities

Ronald McDonald House Charities provides free ‘home away from home’ accommodation to families while their child is in hospital. Families can stay for as long as they need to; the longest stay in one of their houses currently stands at over two and a half years.

Quarter four: Children’s Hospice South West

Children’s Hospice South West provide hospice care for children with life-limiting conditions and their whole family across the South West. The care they offer is wide ranging from rest bite and short breaks, emergency care and end of life care.

Pelican charities logos

I can’t wait to share updates with you all on our fundraising goals throughout 2018.