Cover Photo of Pelican staff

February was certainly a month of extremes with both snow and record high temperatures however, something that didn’t fluctuate was the fantastic feedback we received from our customers.

I would like to start by sharing a wonderful review we received on Trust Pilot for Carol, who works in our Contact Centre handling all customer service contact for our clients, Wessex Water and Bristol Water:

Five stars

In more customer excellence news, I would like to share some of the lovely customer feedback left for our customer service team following live chats.

Eli was fantastic. Absolute credit to you guys. Job well done.

Bonnie was really helpful, friendly and didn’t make me feel stupid when asking lots of questions.

I spoke to Jade last year over this query & Ieuan has been just as helpful. You have very patient nice staff.

I really enjoy receiving our monthly live chat report and sharing some of these fab comments with you all 🙂

February also welcomed a lot of new faces to our flock!


New flock


The newest members of #TeamPelican are pictured above attending our corporate induction day, ensuring everyone that joins us gets a first-class welcome and introduction to our business. Following their induction, every new member of our team moves onto our four-week customer service academy before joining their individual teams across the business for some more department specific training.

This month we also held our first People’s Council of 2019, an opportunity to discuss exciting new plans for the year ahead and share some ‘hot off the press’ business updates. The ideas put forward during our meetings help to shape our business for the benefit of our customers, people and clients. Let me introduce you, to our #Classof2019

New staff

It was great to spend some time with our new council and to hear all of their ideas on how we can improve our business even further for our people and our customers. One of the first jobs for our council is to vote on our quarterly charities and I am pleased to announce that our 2019 charities are:


Our first quarterly charity of 2019 is the Great Western Air Ambulance. Great Western Air Ambulance Charity (GWAAC) provides critical care cover for the people of Bristol, Bath and North East Somerset, Gloucestershire, South Gloucestershire and North Somerset. Their Critical Care Doctors and Paramedics are sent to the most serious medical emergencies and traumatic injuries, providing lifesaving treatment before patients reach hospital. Last year they attended over 1,800 seriously ill or injured people, and based on activity so far this year, they expect to be called to far more in 2019.

I look forward to sharing further updates on the activities we have planned to raise funds for this amazing charity!

Finally, our Health and Wellbeing committee launched our new lunch time walks initiative this month and I was thrilled to see so many of our team out and about around Nailsea, making the most of the sunshine!

Health and wellbeing

Our committee have already planned an exciting calendar of events for our team to get involved in throughout March and I look forward to sharing some pictures of these next month.