Monday to Friday, 8am to 6pm (for non-household billing enquiries, please contact your retailer).
Monday to Friday, 8am to 6pm (emergencies only at other times)
Help us to shape the future
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
In 2015-16 Ofwat's new look service incentive mechanism (SIM)
began and once again we topped the water and sewerage companies’ league table for
satisfaction surveys. Complaints also fell again, by 19%, and in September the Consumer Council
for Water confirmed that we continue to have the lowest number of complaints in the water
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 over 96%
of our customers rate our service as very good or good. Both value-for-money and customer effort
scores have improved with 78% of customers rating our service as very good or good value for
money and 81% 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.
support many charities working in our region and through our Watermark scheme
make a number of donations to various individuals and groups working on
extensive free education service involves our three education advisers
delivering lessons and/or organising school visits for around 29,500 children annually, either within their
school, college or community group or at one of our nine education centres
across our region.