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 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 was a new measure for 2022/21, 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 the year was to achieve a score of 4.3 out of five.

How have we performed?

We underperformed in this area achieving 4.1 out of five. This was down 0.2 year-over-year and 0.2 short of our target score.

Fewer customers answered positively when asked if they know what additional services are available to them on the PSR. They also find the additional services more difficult to access, with five per cent fewer customers feeling we offer services that meet their specific circumstances. To improve our performance, we have been attending more community and social events, speaking with customers, stakeholders and communities to provide extensive information about the services we offer.

Case Studies


Our mission to create young water saving heroes

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