Environment

Our business is intrinsically linked to the environment as we rely on it for our raw product, water. For this reason we do all we can to ensure there is a clean, resilient and sustainable supply available for current and future water customers whilst ensuring there is enough water available to support the needs of the environment too. Click 'Discover More' to hear from our Head of Environment, Emma Goddard.

People

Our people are dedicated to providing you with the best service possible, whether they’re out in the field searching for leaks, managing our operational sites, testing the quality of your water or answering your queries. Each and every person within the business is dedicated to delivering you the safe reliable tap water supply you expect. Click 'Discover more' to hear from our Head of HR, Sian Jenkins.

Last updated 08-07-21

One method we use to understand how we are performing is the industry wide Customer Measure of Experience (C-MeX). 

This measure uses a research agency to undertake surveys every three months to gather your views in two areas:

  • Satisfaction of customer service – a survey of those customers who have been in contact with us
  • Satisfaction of customer experience – a random customer survey to understand their general experience of us

During both surveys customers are asked how satisfied they are with the service they receive from us and whether they’d recommend us to family or friends.

The results of these surveys are combined to give an overall score out of 100.

We have not been set a specific target to reach, however we are striving to continuously improve our scores.

How have we performed?

Our customer service score for 2020/21 was 79.22 and our customer experience score was 82.18 resulting in our combined score for the year of 80.70 out of 100.

As a company we must offer at least five different ways for you to contact us, including three online. If we don’t meet this requirement we have points deducted from our overall score Following customer feedback we now offer you nine different ways in which you can contact us:

You can reach us via:

  • Telephone
  • Letter
  • In person
  • Fax
  • Live Chat
  • Social media
  • Email
  • Webforms through MyAccount and feedback forms
  • Website

Ofwat will publish an industry league table later in the year to show our relative position and associated underperformance penalty or outperformance reward.

For further information on our customer experience performance please see our Customer Satisfaction measures

The impact of Covid-19

There has been no Covid-19 impact on this target.

Case Studies

Nine Mile Ride engineering scheme

Keeping customers satisfied during major engineering works

A £1.4 million investment into revamping the water network for thousands of residents in Berkshire saw more than 60 per cent of customers claim they were satisfied with our communication strategy.

Key worker

The challenges and consequences of the Covid-19 pandemic

The global Covid-19 pandemic presented many challenges but also a unique opportunity to adapt, change and modify practices across the business.

Bottled water station

The summer demand event

The combined effects of lockdown and prolonged periods of very hot weather led to unprecedented demand levels throughout summer 2020. This higher than normal usage continued throughout the year.