While we strive to deliver a continuous drinking water supply, unfortunately there are times when this is not always possible.
This could be because we are undertaking planned maintenance on the network or there has been a supply emergency such as a burst pipe.
We know interruptions can be distressing, particularly for our customers in vulnerable situations. This is why we want to make sure we’re providing them with the best service possible when these instances occur, for example, by providing tailored communications or delivering bottled water to their home if they have mobility issues.
We issue surveys each year to those customers on our Priority Services Register who have been impacted by an interruption for more than three hours to understand how satisfied they were with the service they received.
We surveyed customers in 2019/20 to provide a baseline score, the performance in this survey was 3.6. We committed to improving our scores by 0.1 points each year during the 2020/25 period. Therefore, our target for the year was to score 4.1 out of five.
How have we performed?
In 2024/25 we achieved a score of 3.5 out of five, which was an improvement of 0.2 since the previous year.
The specificity of the customer group eligible for this survey does often result in low survey rates. Throughout 2024/25 there were 261 surveys undertaken, which is 69 more than last year.
All eligible customers are included for immediate delivery of bottled water, unless they have advised that they can collect from a bottled water station. In this case, customers are then contacted either by SMS or telephone to inform them where the bottled water stations are, and asked if their circumstances have changed and, if so, do they now need water delivered.
