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.