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 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 your thoughts, 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 2020/21 we aimed to improve on last year’s score with a target of 3.7 out of five.

How have we performed?

We are delighted to have met our performance target of 3.7 out of five, which is a 0.1 improvement on last year’s figure of 3.6.

During the 12 month period, around 2,400 household customers were surveyed and in that period we either achieved or exceeded our target nine months of the 12.

These surveys have helped us gain more of an insight into your thoughts and views and using this information we’re planning more campaigns to highlight and improve the services we offer and the benefits to the community we deliver.

The impact of Covid-19

There has been no Covid-19 impact on this target.

Case Studies

Nine Mile Ride engineering scheme

Keeping customers satisfied during major engineering works

A £1.4 million investment into revamping the water network for thousands of residents in Berkshire saw more than 60 per cent of customers claim they were satisfied with our communication strategy.

Key worker

The challenges and consequences of the Covid-19 pandemic

The global Covid-19 pandemic presented many challenges but also a unique opportunity to adapt, change and modify practices across the business.

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.

Bottled water station

The summer demand event

The combined effects of lockdown and prolonged periods of very hot weather led to unprecedented demand levels throughout summer 2020. This higher than normal usage continued throughout the year.