It is important to us to know that the service we offer those customers who have applied for, or are receiving assistance from us through the Priority Services Register (PSR), are happy with the response they’ve received from us.
Each month we survey 200 customers who are on our PSR.
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. Our target for 2024/25 was to achieve a score of 4.5 out of five.
How have we performed?
We again achieved a score of 4.1 out of five, which is consistent with the previous three years.
Customers were as satisfied this year with ease of access to additional PSR services as they were last year. An area for improvement remains increasing awareness of the additional services available to our customers on the PSR, and to aid this we have been attending more community and social events, engaging with customers, stakeholders, communities and building more partnerships to provide information about the services we offer. More customers this year felt that South East Water offers services that meet their needs, with almost two out of three answering positively.
