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 receiving, or applying for non-financial support

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 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. Our target for the year is to achieve a score of 4.1 out of five.

How have we performed?

Our satisfaction score in this area outperformed target, reaching 4.3 out of five, 0.2 above target, with many customers reporting that the support provided to them was easy to access, responsive and enhanced the customers overall satisfaction of service.

The impact of Covid-19

There has been no Covid-19 impact 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.