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.


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 18-11-21

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 is the first year of reporting this measure and we are extremely pleased with our service score which was 93.1 per cent, however our customer satisfaction score was 66.61. These scores combined meant that our overall for the year was score of 79.85 out of 100.

Following Ofwat’s review of the industry we were placed 13 out of 17 water companies resulting in an underperformance penalty of £0.239 million.

While historically we have recorded our service scores, this is the first year customer satisfaction surveys have been undertaken for developers.

We will continue to work with our delivery partners to improve on these customer satisfaction scores and we have a number of improvement measures that we plan to implement next year.

These include upgrading our website to make it easier for developers to communicate with us online. We are also undertaking more onsite estimates to ensure our smaller developers have direct contact with our surveyors and understand the full scope of work required to connect to our network.

The impact of Covid-19

Our scores during the first half of the year were impacted by the measures we introduced to keep our teams safe from Covid-19, customer satisfaction scores improved to 70 per cent in the second half of the year.

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.