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 13-07-23

Satisfaction with value for money

It is important to us to know whether you feel the service you receive from us, is good value for money.

For us to understand what our customers think, we survey a minimum of 400 customers each year and ask them to rank us out of five when it comes to value for money – one being the lowest, five being the highest.

Before 2020/21 postal surveys were sent to customers during September and October. Now customers are surveyed throughout the year and the score is an average of the results from across the year.

During 2022/23 we aimed to incrementally improve on last year’s score with a target of 3.9 out of five.

How have we performed?

In 2022/23 we achieved a score of 3.6 out of five, below our target. This score was consistent with the score achieved in 2021/22 with no reportable positive or negative variance.

The score so far throughout the 2020 to 2025 period is reasonably static, with relatively small month-over-month variances. Previously we had identified the need for more campaigns to highlight the amount of work undertaken to extract, treat and pump water to taps, as well as the wide-ranging environmental and community benefits we deliver. This remains the case.

Case Studies


Our mission to create young water saving heroes

Our mission to create young water saving heroes

Ardingly Drought

Record-breaking heatwave and drought

The drought and heatwave that affected the south east of England, the country, Europe (and the USA and China) in summer 2022 were exceptional.

Water bottle station

Supply issues across the South East

Water bottle station


Innovative pipelaying keep golfers on par

Supporting customers

Support for our vulnerable customers receives top accolade

Support for our vulnerable customers receives top accolade