Inside #TeamPelican, Summer 2025

Oscar awards

Throughout April, we celebrated our annual Oscars awards with teams from across Pelican.

Always one of the highlights of the year, these awards give team members an opportunity to recognise each other’s brilliance by nominating them to win an accolade in one of eight categories, including Best Breakthrough, Best Team Player, Best Customer Service, and Rising Star.

Brand-new for 2025, we introduced the Director Award going to three individuals whose overall performance stood out from the crowd.

Following another bumper year of nominations – with 500 received from over 200 Pelican team members – we picked over 30 worthy winners.

We then celebrated our superstars in two parts:

• Oscars Day: I joined the rest of our leadership team to hand out certificates and trophies (in the style of an actual Oscar) to the winners.
• Winners Breakfast: a special event at nearby Clevedon Hall.

Congratulations to all the winners – and all those who were nominated!

Quiz night

Bigger and better than ever, I co-hosted our latest Quiz Night at Nailsea & Backwell Rugby Club in April.

Over 100 team members took part in a knowledge-busting battle to be crowned champions.After a closely fought contest, a team made up of field team members emerged victorious. One of them had an impressive TV quiz track record, having appeared on both The Chase and Pointless – so they perhaps had an unfair advantage!

Our regular social events are always a lot of fun, and it was a privilege to take part in the hosting duties.

Excellent customer feedback

On the customer front, we welcomed a new financial year in April. This was the perfect chance to reflect on the past 12 months, with lots for us to look back on and feel proud of.

In 2024/25, we helped almost 900,000 customers and achieved a Trustpilot rating of 4.61/5 (‘Excellent’) from over 500 customer reviews.

We also received the final C-MeX (Customer Measure of Experience) scores from Ofwat for the 2024/25 financial year. This includes feedback from a selection of customers that have contacted us over the past 12 months about the service they received. I was very pleased to see us achieve 1^st place for Bristol Water – the first time we have ever finished the year in top spot – and 3^rd place for Wessex Water, based on the Billing element of the scorecard. When you consider that this is out of the 17 largest water companies in the country, this is a great outcome!

Ongoing feedback from our customers shows that we continue to provide a positive experience when they contact us. With a new financial year now underway, our focus remains on providing a quality and speed of service to our customers, every single day.

International Women's Day

Our people networks continue to go from strength to strength, with a varied calendar of events for our teams to get involved with.

Back in March, we recognised International Women's Day 2025 as part of our Women’s Health Month focus from our Culture, Inclusion & Diversity (CID) network. This year’s theme was #AccelerateAction, which is about working together to encourage progress towards securing equality for women everywhere.

I am proud to see us support initiatives like International Women’s Day as an opportunity to reflect on the positive things we do at Pelican to ensure that we remain an inclusive place to work. I think it is so important that we recognise this not just on one day, but throughout the year.

The fact that almost half of our team members work a non-standard working pattern highlights how flexible working is a great option for many of our team members.

What’s more, as members of the Women’s Utilities Network (WUN), we have brilliant access to networking events, mentoring, webinars, careers events, podcasts, and opportunities for personal development.