Customer satisfaction

Customer experience rating

imageWe've made major improvements to our customer service performance over recent years. 

The first three Ofwat customer satisfaction surveys for 2015-2016 saw us improve our score for water quality, despite the effect of the water quality incidents and flooding. We also saw a slight improvement for our ‘quantitative performance’, which means that fewer customers have needed to contact us about their bills or water and wastewater issues.

Our target for customer service, as measured by Ofwat’s service incentive mechanism (SIM), is to move to the top quarter of the England and Wales water-industry performance tables. 

Find out more about how we're delivering better customer service.



imageWe provide you with essential services so it is vital you feel you can trust us to do our job well.




imageWe're working really hard to improve our standards of customer service, but we're not perfect. We hope you never find you have to complain, but if you feel we've fallen short, we’ll help sort your issue out as quickly as possible.

Find out more about our complaints procedure.  

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