Satisfaction of household customers

We understand that for those struggling to pay their water bill it can be a particularly anxious time, so to make sure we’re helping where we can we measure our performance in this area.

To understand this, we surveyed 2,400 customers who:

Have self-identified as struggling to pay
Have been referred to us from a third party due to financial circumstances
Are on the Social Tariff
Are on the WaterSure Tariff
Have been identified by ourselves or third parties as at risk of struggling to pay

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. Customers were asked to rate their satisfaction with us out of five and in 2024/25 our target was to reach a score of 4.5.

How have we performed?

In 2024/25 we again achieved a score of 4.3 out of five, the same as in 2023/24.

Just under three in four customers who responded to the survey said the additional support or services made a positive difference to their financial situation, slightly down from last year. This increases to over 80 per cent when talking specifically about our WaterSure tariff and financial advice offered by our customer service team.