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 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 is a new measure, 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. They were asked to rate their satisfaction with us out of five and in 2020/21 our target was to reach a score of 4.2.

How have we performed?

At the end of the 2020/21 period we outperformed our target, reaching a score of 4.3 out of five. Many customers responded in the survey to say that the services provided made their bills more affordable.

The impact of Covid-19                                  

There has been no impact of Covid-19 on this target.

Case Studies

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.