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 08-07-21

Satisfaction of household customers on our vulnerability schemes during a supply interruption

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.

Although this is a new measure, we surveyed customers in 2019/20 to provide a baseline score, the performance in this survey was 3.6. We committed to performing 0.1 better each year during the 2020/25 period. Therefore our target for the year is to score 3.7 out of five.

How have we performed?

Our satisfaction score reached our target, achieving 3.7 out of five.

While we’re pleased we reached our target we’re working hard to improve services further. For example, we’re putting new processes in place so if a supply interruption happens we can get bottled water to those who need it most far more efficiently as well as providing additional information on our In Your Area Map to provide further support for customers.

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.

Supporting customers

Helping customers with extra debt support

We’re here to help our customers and while we truly believe that we deliver top quality drinking water for great value, we also recognise that on occasion some of our customers may have difficulties paying their bills.

My account

Putting customers in full control

We place our customers’ priorities at the heart of what we do and this is why we’re constantly looking at ways to make accessing and managing bills and payment plans easier for them.

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.