Assessing our customer experience performance
We're proud to have one of the lowest average bills in the country, and we want to make sure our customers get a great service and experience in all that we do. We judge our performance in a number of ways.
A service for everyone
Water should be accessible for everyone and we’re committed to providing help and support to our customers, in ways that suit their circumstances, through a range of schemes and services.
Financial support schemes we offer
We have a range of support available for customers who are struggling to pay. This varies from concessionary payment plans where the plan amount can be negotiated and reviewed regularly, to reduced charges for customers through the WaterSure - Bill Cap scheme or our social tariff, the Big Difference Scheme.
Priority Services Register
We’re also able to help customers with some medical conditions and other accessibility requirements.
We offer alternative bill formats and emergency bottled water supplies in the event of an incident to over 100,000 vulnerable customers through the Priority Services Register. Over the next five years we are looking to increase this further and support over 400,000 customers by 2025.
The Priority Service Register helps us to support customers like Adam, who is on the Priority Services Register due to his Diabetes and dialysis treatment.