Service with respect
Our customer centric approach is the core of everything we do. We always want to make sure we do the right thing, make it happen and be better for the customers we serve.
We know that we don’t always get it right and that it can be frustrating and upsetting to customers when things go wrong or when those high standards are not met. We respect our customers’ right to voice any concerns they have, and their right to file a complaint through our complaints process so we can learn and improve on the services we offer.
We know the vast majority of our customers and members of the public are extremely respectful and kind to our employees, we want to acknowledge and thank you for your continued support.
Occasionally individual actions from customers or members of the public make it difficult for our employees to do their job and our people can face inappropriate, abusive, threatening and even violent behaviour which isn’t acceptable.
We expect all of our customers and employees to:
- Treat each other with respect and courtesy
- Work together to find solutions to problems.
- Work with us to provide the best service we can.
- Be reasonable and honest with requests and timescales/expectations.
We will not tolerate:
- Abusive or derogatory behaviour
- Any form of discrimination, sexism, racism, homophobia or other offensive language
- Threats or actual violence
- Harassment
If our employees are faced with anyone behaving inappropriately they will:
- Politely and respectfully ask the customer/member of the public to stop behaving that way
- If behaviour continues and/or turns violent, they will end the conversation and remove themselves from the situation
- We have the right to report inappropriate behaviour to the police and/or limit future communication
We want all our employees to be safe when they come to work, and we want you to keep supporting us so we can achieve this together. United Utilities supports the Service with Respect campaign and you can read our full policy here.