About us

Customer satisfaction, trust and value for money

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. In 2020/21, 83% 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 562 customers rated us between June 2020 and March 2021

   

 

  2016/17
annual score
2017/18
annual score
2018/19
annual score
2019/20
annual score
2020/21
annual score
Proportion of customers who are satisfied with our service
91%

88%

87%

85%

83%

What’s happening next?

By looking through all of the feedback that customers give to us - be it by phone, email, 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 on over 550 customers each year; the other half are taken from a survey of 150 customers run by the Consumer Council for Water, which is the voice for water consumers.

You can see below that we are currently short of our target for value for money for 2020/21, partly due to the impacts of the COVID-19 pandemic, but also because our customers are telling us that the improvements in our service have not kept pace with their expectations. We are currently just ahead of our target for trust.

Customer promises 2020/21 annual score Our target for 2020/21
Proportion of customers who agree or strongly agree that their clean water bills are value for money
77%

78%
Average score out of 10 of how much customers trust us 8.22 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 a customer needs 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 that customers pay for the water we supply will be falling by 9% by 2025, while we work hard to further improve the service. You can take a look at how we are doing in many of these areas, by taking a look at the other sections of our performance dashboard, which is updated monthly.

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 almost 35,000 customers having accessed our Assure discounted tariff by the end of March 2021. 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 in 2021. 

Read more about our plans for the next 5 years.