Thriving 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 find out more from our Head of Environment, Emma Goddard.

Low carbon sustainable business

We’re committed to playing our part to tackle the causes of climate change and transitioning to low-carbon operations, achieving net zero by 2030. Click ‘Discover more’ to find out more from our Carbon Strategy and Economic Manager, Matt Hersey.

Securing the future of water

Resilient water resources are needed to ensure we have enough water to supply our customers into the future, while ensuring enough remains in the environment so habitats can thrive. Click ‘Discover more’ to find out more from our Head of Water Resources, Nick Price.

Future ready business

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 find out more from our Head of HR, Sian Jenkins.

Last updated 08-07-25

We receive hundreds of requests each year from developers, self-lay providers and those with new appointments and variations (NAVs) to connect into our water mains network.

Therefore, we want to make sure we’re providing each and every one of them the best service possible.

D-MeX measures are the satisfaction ratings given to us by those organisations and customers who we dealt with during the year, and separately, our performance against selected Water UK service levels.

Our overall score is made up of two elements:

  • Service scores
  • Customer satisfaction surveys

How have we performed?

This year, our D-MeX performance reflects some of the operational challenges we’ve faced which impacted our customer satisfaction score, now at 62.42 per cent. Our service score remained strong at 98.79 per cent, consistent with last year’s performance. As a result, our overall ranking is 15th among 17 water companies.

While we’ve experienced a dip in customer satisfaction, we’re actively addressing the root causes and are committed to regaining our positive momentum.

Regarding delivery, we have developed a comprehensive improvement plan which focuses on significantly increasing resources, revising KPIs to align with industry standards, and establishing ambitious delivery timescales for all non-exceptional works. The goal is to complete works within 12 days of issue, a reduction from the current Water UK KPI of 20 days. 

In terms of customer service, we have introduced a proactive outbound call campaign with revised guidelines for customer telephone contact. Additionally, we are transitioning to a regional team approach. Furthermore, a quality and assurance review is underway to speed up implementing customer feedback into our processes.

Case Studies

Inside our new water treatment works

Our new £39 million Kent treatment works

Customers listening to a water treatment works tour

Giving customers a sneak peak behind-the-scenes

A speaker panel at the vulnerability conference

Collaborating to improve customer experience

A patient undergoing kidney treatment in hospital

Partnering with Kidney Care UK to provide vital support for thousands of kidney patients

Children playing a game at the hydration station

Out and about in the community