About us

Ensuring customer satisfaction

We have an ongoing commitment to listen to what our household customers think of the service we offer. So, each year we contact a representative sample of people and ask for their views. So far this year, 85% of our customers told us that they are satisfied with the overall service they receive. You can find out more below about how we plan to increase customers’ satisfaction with our services.

See how 121 customers rated us between June and September 2020

   

 

  2016/17
annual score
2017/18
annual score
2018/19
annual score
2019/20
annual score
2020/21
annual score (YTD*)
Proportion of customers who are satisfied with our service
78%

82%

87%

81%

85%

What’s happening next?

By looking at all of the feedback that customers give to us -  be it by phone, e-mail, website, or by being a member of our H2Online Community - we can identify opportunities to improve the service we offer. 


In addition to our regular customer service surveys, we have also spoken in detail with hundreds of customers to find out how we can improve our service. We focused on how we can offer a better experience when a customer moves home, reports a leak, wants a meter fitted or encounters a water supply issue.


Trust and value for money

In our latest business plan for the five years from 2020 to 2025, we have made promises in two areas that our customers have told us it’s important to deliver on. Many customers told us that as they can’t switch their water supplier, we needed to make sure that we offer them water bills that are value for money. They also need to have a high level of trust in us to deliver the best possible service and do the right things for them and their communities.

From April 2020, we now have set targets to hit for both of these promises. These targets are agreed by our regulator Ofwat and our performance against them is measured each year through independent customer surveys. Half of the results come from a survey that we carry out with 240 customers each year; the other half are taken from a survey of 150 customers run by the Consumer Council for Water, the consumer watchdog.

You can see below that we are notably behind target so far in 2020 for value for money, but we are ahead our target for trust. Before 2019/20, our trust score had been below our target in most years since 2016/17, so we are pleased that we are now improving the level of trust our customers have in us, through the improvements we are making.

Customer promises 2019/20 annual score 2020/21 annual score (YTD*) Our target for 2020/21

Proportion of customers who agree or strongly agree that their clean water bills are value for money


70%

62%

78%
Average score out of 10 of how much customers trust us 8.56 8.35 8.10

What’s happening next?

Our business plan is focused on building trust and on making sure our customers think the bills they pay are good value for money. To help achieve this, we are investing more than ever to improve the quality of water, reduce the number of burst mains, reduce leakage from our network of pipes and make sure the experience is good every time you need to contact us. On top of that, by putting in place new ways of working and using new technologies, we can be more efficient. This means the price you pay for the water we supply will be falling by 9% by 2025, while we work hard to further improve the service.

We also recognise that some customers who struggle to afford their water bills may need some form of additional help or support – particularly with the impacts from the COVID-19 pandemic now being felt. We provide a range of schemes to help these customers, tailored to their individual needs. These have continued to grow – with more than 38,000 customers helped during the last financial year. We are continuing to look at other ways to help our customers with their bills. For example, in April 2020, we introduced payment breaks for customers impacted by COVID-19 and continue to offer this support. 

Read more about our plans for the next 5 years and how we are 'making water count'.

*Year to date.