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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  • Customers and communities

    Working with others 540

    Customer service

    Excellent customer service is fundamental to the success of our business so we put customers at the heart of everything we do. We aim for the highest levels of customer satisfaction, and our staff go the extra mile whenever they can.

    Day to day feedback shows customers are generally very satisfied with our service and see it as good value for money. But we can always do more, so we continue to improve and to compare ourselves with the best service providers across all business sectors.

    In 2016-17 we remained the top performer in the water sector for customer service. This is the second year of Ofwat's new look service incentive mechanism (SIM) and we have again come top of all water and sewerage companies in the satisfaction surveys. 

    We give customers the opportunity to feed back on our service using whatever communication channel they choose and encourage them to identify staff who have ‘gone the extra mile’. Under the guidance of our customer experience group we use this feedback for continuous improvement of policies, processes and training.

    The feedback shows that 96% of our customers rate our service as very good or good. Both value-for-money and customer effort scores have improved with 84% of customers rating our service as very good or good value for money and 75% saying it takes little or no effort to resolve their query.

    We retained our government Customer Service Excellence award for our approach to customer service and have one of the best overall packages of customer guarantees in the industry.

    We continue to hold the best practice mark of distinction from the Keep me Posted campaign. We have also retained the British Standard for inclusive service provision showing our commitment to ensuring our service is inclusive and accessible to all. 

    Community investment

    We support many charities working in our region and through our Watermark scheme make a number of donations to various individuals and groups working on environmental projects.

    Our extensive free education service involves our three education advisers delivering lessons and/or organising school visits for around 29,000 children annually, either within their school, college or community group or at one of our eight education centres across our region.

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