About us

Ensuring customer satisfaction

As part of our ongoing commitment to keep listening to what our household customers think of the service we offer, we contact a representative sample of people each year. Most customers tell us that they are satisfied with the overall service we provide and over the last year, we achieved our target of 98%. You can find out more about how we plan to keep improving our service, below.

See how 278 customers rated us between April 2019 and March 2020

   

 

 

Commitment 
target 
(%)

2015/16
annual score
(%)
2016/17
annual score
(%)
2017/18
annual score
(%)
2018/19
annual score
(%)

2019/20
annual score
(%)

Overall customer satisfaction* 98 97 99 97 98 98

Whilst we work hard to keep improving, some customers who have experienced a particular issue with their clean water service told us that we could have done better – particularly around the speed at which we respond to fixing leaks in the public highway.

Measure

Average customer satisfaction score (out of 5) - 2019/20

% of customers who are dissatisfied/ very dissatisfied with the service provided - 2019/20

Reliability of your water supply

4.8

3%

Colour and appearance of your tap water

4.7

1%

Your tap water is safe to drink

4.8

1%

Taste and smell of tap water

4.5

6%

Your water pressure

4.4

6%

How quickly water leaks are repaired on public footpaths
and highways


3.8


12%

Hardness of your water

3.8

14%

What’s happening next?

By looking through all of the feedback that customers give to us (phone, e-mail, website, or via our online community, H2Online), it helps us to 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.