Severn Trent ranked number one for customer service

Thursday 17th June 2021

Severn Trent has been ranked first for customer service in a league table recently published by Ofwat.

The regulator has named Severn Trent as the best performing water company for the level of service and experience it offers small to large property developers.

The measure, known as D-MeX, assesses how well water companies have done, based on recent interactions with building companies and other developer customers.

Hafren Dyfrdwy, which serves customers across north and mid-Wales and is part of the Severn Trent group, was ranked fourth in the same league table.

Steve Betteridge, Head of Developer Services at Severn Trent, said: “We’re incredibly proud of our performance throughout the past 12 months. A lot of thought, planning and effort has gone into improving the service we offer our developer customers, so it’s great to see all of this hard work get the recognition it deserves.

“Some of the steps we’ve taken include trying to understand our customers more. We’ve developed tailored customer journeys, whether they’re one-off customers who are developing a property, right through to major housing developers."

Steve added: “We took the decision to bring certain teams in-house to gain more visibility and control over the whole customer journey and introduced new and improved technology for customers to benefit from.

“We want to keep hold of top spot and continue improving with Hafren Dyfrdwy, so we’ll be looking at new ways we can help our customers in the year ahead.”