Household bills and accounts

0345 600 3 600

Monday to Friday, 8am to 6pm (for non-household billing enquiries, please contact your retailer).

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Water supply and sewerage

0345 600 4 600

Monday to Friday, 8am to 6pm (emergencies only at other times)

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  • Our commitment

    You are at the heart of our business - we supply 1.3 million people with water and treat and take away sewage from 2.8 million customers living in our region.

    You rate the service you receive from us very highly: in 2016-17 we once again topped the league table in Ofwat's service incentive mechanism (SIM) satisfaction surveys and we achieved the highest ever customer service score for a water and sewerage company.

    The SIM includes a quantitative measured based on the number of complaints and unwanted contacts a company receives as well as qualitative information from consumer experience surveys.

    We have:

    • the lowest number of complaints in the water industry and no referrals during 2016-17 to the water ombudsman WATRS
    • retained our government Customer Service Excellence award
    • progressed our affordability action plan leading to a 28% increase during 2016-17 in the number of low income customers receiving support with their bills
    • achieved the Institute of Customer Service's ServiceMark with Distinction for our operational contact centre. We are one of only 10 in the UK to achieve this accolade
    • become an active member of the British Gas taskforce aimed at encouraging utilities to become dementia friendly. We intend to make all our staff Dementia Friends over the next two years.

    As well as offering self-service features on our website including live chat and a frequently asked questions agent, we continue to retain the personal telephone answering service which we know is valued by so many of you.

    Our continuing focus during 2016-17 on improving the service we provide has resulted in:

    • 96% of our customers rating our service as very good or good
    • 84% rating our service as very good or good value for money
    • 75% saying it takes little or no effort to resolve their query.
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