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

Satisfaction of household customers who are experiencing payment difficulties

We understand that for those struggling to pay their water bill it can be a particularly anxious time, so to make sure we’re helping where we can we measure our performance in this area.

To understand this, we surveyed 2,400 customers who:

  • Have self-identified as struggling to pay
  • Have been referred to us from a third party due to financial circumstances
  • Are on the Social Tariff
  • Are on the WaterSure Tariff
  • Have been identified by ourselves or third parties as at risk of struggling to pay

Although this was a new measure for 2020/21, we have surveyed customers previously and the target was set following our performance between July 2017 and March 2018, from that position we have built our targets. Customers were asked to rate their satisfaction with us out of five and in 2024/25 our target was to reach a score of 4.5.

How have we performed?

In 2024/25 we again achieved a score of 4.3 out of five, the same as in 2023/24.  

Just under three in four customers who responded to the survey said the additional support or services made a positive difference to their financial situation, slightly down from last year. This increases to over 80 per cent when talking specifically about our WaterSure tariff and financial advice offered by our customer service team.

Case Studies

A speaker panel at the vulnerability conference

Collaborating to improve customer experience

Bottled water being handed out

Vulnerable customers at the heart of new emergency plans in the Wealden

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

A couple looking through a magazine in a garden

Recognition for putting vulnerable customers first