Environment

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.

People

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.

Introduction by Tanya Sephton, our Customer Services Director

We’re committed to providing you with a 10 out of 10 service.

To do this we need to understand your views and have set out a comprehensive range of satisfaction measures and targets which help us understand how you feel we’re doing.

At the same time, we also carry out our own surveys to better understand your views of the services we are providing.

Whether you’re speaking to us regularly, occasionally or not at all, the industry wide Customer Measure of Experience surveys give a unique insight into your views of us, which is then compared to other water companies.

Our scores are improving, with a final score this year of 80.70 out of 100, and we have plans to improve further, especially when it comes to our wider customer satisfaction levels. Steps are already being put in place to do this through more frequent and improved communications and changes to how we do business and a full website refresh due later this year.

We know the last year has been a challenge for many, especially for those who needed extra support as well as for the charities and partners we work alongside. We’ve continued to support those struggling financially by providing assistance to more than 42,000 customers, as well as introducing payment holidays, an initiative that’s supported more than 3,500 households

We also encouraged 15,698 more households to join our Priority Services Register reaching more than 29,000 households. While short of our target of our 31,000 target we’re working to reach almost 50,000 households by the end of next year.

You told us you wanted easier access to your water bills and payments so we relaunched our My Account web portal with real time functionality and included a new mobile application making it easier for you to login to your water account, pay your bill, adjust your payments and see how much water you’re using.

We’re continuing to actively involve ourselves in your community – supporting those who need a little extra help to reducing the use of single use plastics through support of the Refill campaign, such as installing new drinking water fountains in Seaford this year.

Over the year we’ve supported local communities by working with, as well as donating to foodbanks and delivering food parcels to residents. We also helped keep children occupied during lockdown, our teams also put hundreds of activity packs together for community use.

Most of us live and work in our supply area and so are dedicated to supporting those who need it most, supporting communities and also providing you with the high standards of service you expect.

Click here to view our previous years reports.

Partnership working

Create more partnership community projects on water use and vulnerability

One of our responsible business commitments is to create more partnership community projects on water use and vulnerability.

school

Develop a future generation schools programme

One of our responsible business commitments is to develop a future generation schools programme on water.

Working with stakeholders

Satisfaction of stakeholders in relation to the assistance offered by South East Water

To make sure we’re reaching those customers who need our help in the most appropriate way we work closely with a range of relevant organisations and agencies. Our aim is to reach a satisfaction score of 3.6 out of five with those stakeholders we work with.

Help for those struggling to pay

Satisfaction of household customers who are experiencing payment difficulties

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 how satisfied customers are with our support and aim to reach a score of 4.2. out of five.

Household customers receiving financial support

Household customers receiving financial support

We're keen to ensure all our customers receive the support they need when they need it most. During 2020/21 we hoped to reach a total of 47,000 customers signed up to either our WaterSure or Social Tariff.

Helping customers in vulnerable circumstances

Priority services for customers in vulnerable circumstances

We all need extra support from time-to-time whether it’s due to disability, ill health, age, financial worries or language barriers. Our Priority Services Register (PSR) aims to provide this support.

Bottled water delivery

Satisfaction of household customers on our vulnerability schemes during a supply interruption

We know interruptions can be distressing, particularly for our customers in vulnerable situations. This is why we want to make sure we’re providing them with the best service possible when these instances occur. Our target for the year is to receive a satisfaction score 3.7 out of five.

PSR register

Satisfaction of household customers who are receiving, or applying for non-financial support

It's 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. Our target for the year is to achieve a satisfaction score of 4.1 out of five.

Meeting our customers

Customer satisfaction

Each year we contact 2,400 customers at random to understand, from your point of view, what we’re doing well and where we can improve, reacting to comments made on a variety of subjects.

Developer measure of experience

Developer Measure of Experience (D-MeX)

We receive hundreds of requests each year from developers, self-lay providers and NAVs to connect into our water mains network, therefore we want to make sure we’re providing them the best service possible.

Customer measure of experience

Customer Measure of Experience (C-MeX)

We undertake surveys every three months to gather your views on your experience of us as well as the service we provide you.

Value for money

Satisfaction with value for money

It's important to us to know whether you feel the service you receive from us, is good value for money. We survey a minimum of 400 customers each year and ask them to rank us out of five in terms of value for money.