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.


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 10-07-23

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 2021/22 our target was to reach a score of 4.4.

How have we performed?

We did not achieve this target, achieving 4.2 out of five. This was down 0.1 year-over-year and 0.2 short of our target score.

Just short of three out of four customers who responded to the survey said the additional support or services made a positive different to their financial situation. This increases to over 80 per cent when talking specifically about Social Tariff, WaterSure and Single Room Discounts.

Case Studies


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Our mission to create young water saving heroes

Supporting customers

Support for our vulnerable customers receives top accolade

Support for our vulnerable customers receives top accolade