Customer satisfaction

Customer experience rating


We 've made major improvements to our customer service performance over recent years and have significantly expanded and improved the range of services that we provide.

In 2018-2019 we achieved our highest ever score against Ofwat’s customer service measure (SIM) increasing from 82 points in 2015/16 to 88 points in 2018/19.  We improved our “qualitative performance” -  a measure of customer satisfaction – improving our score from 4.27 out of 5 in 2015/16 to 4.53.   We also saw an improvement in “quantitative performance” which means that fewer customers have needed to contact us about their bills or water and wastewater issues.

We met our target of moving to the top quarter of the England and Wales water-industry performance tables, as measured by Ofwat’s service incentive mechanism (SIM), in 2017/18 and expect to remain there in 2018/19.

Find out more about how we're delivering better customer service.



DecorativeWe provide you with essential services so it is vital you feel you can trust us to do our job well.





We're working really hard to improve our standards of customer service, but we're not perfect. We hope you never find you have to complain, but if you feel we've fallen short, we’ll help sort your issue out as quickly as possible.

Find out more about our complaints procedure.